Return, Exchange & Refund Policy
REFUND POLICY
To ensure customer satisfaction, any unsatisfactory item(s) purchased from us may be returned for a refund within 30 days of receiving the order. We do not charge a restocking fee for returns or exchanges. However, please note that we are only responsible for 50% of the return shipping costs.
Before returning an item, please contact us via email to obtain the return address (The return address is
generally the one listed on our website, but the specific return address will be provided in the email).
Additionally, please be aware of the following conditions:
Returnable Items:
All items, except those listed below, may be returned for a refund within 30 days of receiving your order.
Non-Returnable Items:
Tea:
Before returning tea, please refer to our brewing instructions for the best results.
Opened tea sample items.
Any tea that has been consumed more than 15 grams or 10% of its total amount.
Orders that are more than 30 days past the delivery date.
Teaware:
Please handle tea wares made of porcelain or glass with care, as they are fragile. All fragile items are individually inspected before shipping. Returned items must be in new, original condition, including the packaging box. If you receive a broken item, primarily due to shipping, please contact us immediately.
Used tea wares cannot be returned for a refund..
Damaged tea wares resulting from customer negligence will not be accepted for return or refund. Please inspect the condition of your order upon delivery, especially if it contains fragile items.
Gift card
Return Conditions:
Returned items must be unused and in the same condition as when you received them.
Returned items must be in or with their original packaging.
Customers are required to provide a receipt or proof of purchase with their returned items.
Refund Amount:
A full refund will be issued for items that meet the return conditions.
As a general principle, we do not support partial returns for specific items. If there are special circumstances, please contact customer service for assistance.
Return Shipping:
We will cover half of the cost of return shipping.
Refund Time:
Generally, we will process the refund as soon as possible after receiving and inspecting the returned items.
We will issue the refund within 1-3 business days of receiving the returned items. In some cases, it may take up
to 5-7 business days to process the refund. Your refund will be credited back to the original payment method
used to purchase the item(s).
If you have not received your refund within the estimated time frame, please contact us for an update.
Return Process-> Contact us via email to obtain the return address within 30 days of receiving your order.
-> Submit a return request on our website.
-> Return the item(s) to the provided address, ensuring they are unused, in original packaging, and accompanied by a receipt or proof of purchase.
-> We will process the refund as soon as possible after receiving and inspecting the returned item(s).
-> The refund will be issued to the original payment method within 1-3 business days (up to 5-7 business days in some cases).
-> Contact us if you have not received your refund within the estimated time frame.
If you have any questions, please contact us at the following email address: [email protected].
EXCHANGE POLICY
We understand that sometimes an item may not meet your expectations, and you may wish to exchange it for something else. Here's how our exchange policy works:
For All Items:
Exchanges are accepted within 30 days of receiving your order.
We do not charge a restocking fee for exchanges; however, customers are responsible for the 50% return shipping costs (If our product is defective or damaged, we will cover the cost of return shipping for any exchanges).
If you received a defective or damaged tea item, please contact us immediately for assistance. We will do our best to resolve the issue promptly.
For Tea:
If the tea has been consumed more than 15 grams or 10% of its total amount, it is not eligible for exchange.
For Teaware
Tea wares must be returned in new, original condition, including the packaging box, to be eligible for exchange. Used tea wares cannot be exchanged unless there is a defect or damage upon receipt.
How to Exchange:
Contact our customer service team to initiate the exchange process. Provide your order number and details of the item you wish to exchange.
Once your exchange request is approved, we will send you an email with instructions on how to return the item and the return address (the return address is generally the one listed on our website, but the specific return address will be provided in the email.).
Upon receiving the returned item and verifying its condition, we will process the exchange and send out the replacement item.
Additional Information:
Please note that exchanges are subject to availability. If the requested item is out of stock, we will issue a refund or offer an alternative solution.
Gift items can be exchanged if the recipient prefers a different item of equal or lesser value. However, the original purchaser will need to initiate the exchange process.
We strive to make the exchange process as smooth and convenient as possible for our customers. If you have any questions or concerns about our exchange policy, please don't hesitate to contact us. We're here to help!
If you have any questions, please contact us at the following email address: [email protected].
Cancellation Policy
How to Cancel an Order
To cancel an order, please contact our customer service team as soon as possible. You can reach us by email at [email protected].
Cancellation Deadline
Orders can be cancelled within 48 hours after payment has been successfully made.
Cancellation Fees
There is no cancellation fee for orders cancelled within 48 hours after payment has been successfully made.
Exceptions
If there are special circumstances, please contact customer service for assistance (orders that have already been shipped cannot be cancelled).
Refunds
For orders that are cancelled within within 48 hours after payment has been successfully made, a full refund will be issued to the original payment method.
If you need to cancel an order after the cancellation deadline due to special circumstances, please contact customer service to discuss the possibility of retrieving the shipped items and any applicable cancellation fees.
If an order is cancelled due to a mistake on our part, a full refund will be issued regardless of the cancellation deadline.
Questions
If you have any questions about our cancellation policy, please contact our customer service team.
Additional Notes:
This policy applies to all orders placed through our website.
We reserve the right to cancel any order at any time if we believe it constitutes a fraudulent order or if we are unable to fulfill the order for any other reason. In the event of cancellation, we will issue a full refund to the original account used for the purchase and notify the customer via email.
Note : The latest revision date of this policy is May 1, 2023.
Please note that the policy may be subject to periodic updates and
revisions. If you have any questions or need further clarification, feel
free to contact us.