Effective Date: September 27, 2024
Last Updated: June 29, 2026
This Refund and Return Policy explains how TeaTapee.com handles our 30-Day Money-Back Guarantee, refund requests, returns, replacements, and order-related issues. By placing an order on TeaTapee.com, you agree to this policy in addition to our Terms and Conditions.
Our 30-Day Money-Back Guarantee
We want you to enjoy Tapee Tea with complete confidence. That is why every order is backed by our 30-Day Money-Back Guarantee: if you are not satisfied with your purchase, simply contact us within 30 days of delivery and we will make it right with a refund or a replacement, as set out below. This guarantee is offered in addition to any rights you may have under applicable consumer protection law.
Contact Information
If you have any questions, order issues, or would like to request a refund, please contact us first so we can review the matter and resolve it directly.
Email: atyourservice@teatapee.com
Contact Form: https://www.teatapee.com/contact/
Live Chat: Available on TeaTapee.com during support hours (Monday to Friday, 9:00am–5:00pm UK time)
1. How the 30-Day Money-Back Guarantee Works
To use the guarantee, contact us within 30 days of the delivery date with your order number (see How to Request a Refund or Return below). Depending on your situation:
- Not satisfied or changed your mind — unopened packs: Return them in their original, resalable condition and we will refund the product price in full.
- Not satisfied — already opened: Because tea is a consumable product, we generally cannot resell opened packs, so you usually will not need to send them back. We will refund the product price or send a replacement — your choice.
- Damaged or defective product: Send us clear photos of the product, packaging, and shipping label within 30 days and we will replace it or refund you in full. No return is required.
- Wrong item received: Send a photo together with your order number within 30 days and we will ship the correct item or refund you in full.
- Order not delivered: If tracking and our shipment review confirm your order was not delivered within the maximum expected delivery timeframe (excluding customs delays, local import procedures, carrier disruption, or force-majeure events), we will refund or reship it.
Where it is the most proportionate resolution, we may offer a replacement, reshipment, or store credit as an alternative to a cash refund, but you will always be offered a refund where the guarantee applies.
2. Conditions and What the Guarantee Does Not Cover
The guarantee is intentionally simple, with a few sensible conditions to keep it fair for everyone:
- Time limit: Requests must be made within 30 days of delivery.
- Standard retail orders: The money-back guarantee applies in full to all standard retail purchases, including the multi-pack and bulk-size options offered in our store. Only genuine resale or wholesale-scale orders, arranged separately with our team, may be subject to separate written terms.
- Customs, duties and taxes: Import duties, taxes, or customs and handling fees charged by your local authorities are the recipient’s responsibility and are not collected or refundable by us.
- Incorrect address: Where a parcel is returned or undeliverable because of an incorrect or incomplete address provided at checkout, we can reship to a corrected address at the customer’s cost, or refund the product price.
- Final-sale items: Items clearly marked at the time of purchase as final sale, clearance, or non-returnable.
- Misuse: We may decline requests that are clearly fraudulent, abusive, or repeated beyond reasonable good-faith use of the guarantee.
Outside these limited cases, your order is covered by the 30-Day Money-Back Guarantee.
3. How to Request a Refund or Return
- Contact us: Email us or use our contact form or live chat within 30 days of delivery, with your order number and a short description of the issue.
- Provide evidence (if relevant): For damaged, defective, or wrong items, include photos of the product, outer packaging, and shipping label.
- Review: We will review your request and confirm next steps, usually within a few business days.
- Return (only if needed): If a return is required (for example, unopened change-of-mind items), we will provide return instructions. Please do not send anything back before we confirm, as items returned without authorization may not be processed.
- Resolution: Once approved, we will issue your refund or arrange your replacement or reshipment.
4. Refund Amounts and Return Shipping
- Our responsibility (damaged, defective, wrong, or undelivered orders): We refund the full amount you paid, including original shipping, or replace the item at no cost to you. You do not pay return shipping.
- Change-of-mind returns of unopened items: We refund the product price. Original outbound shipping is non-refundable, and return shipping is the customer’s responsibility unless we agree otherwise in writing.
- Refund method: Refunds are issued to your original payment method where possible.
In some situations we may agree a partial refund or store credit with you — for example, where only part of an order is affected, or where a replacement or goodwill credit is a more proportionate resolution. Any partial amount will be confirmed with you during the resolution process.
5. Refund Processing Times
If a refund is approved, it will usually be sent back to the original payment method where possible.
- Credit / Debit Cards: Usually 7–14 business days after the refund is issued.
- Digital Wallets or Similar Payment Methods: Usually 5–10 business days after the refund is issued.
- Local Payment Methods: Usually 5–10 business days after the refund is issued, where applicable.
These timeframes are estimates only. Actual posting times depend on your bank, card issuer, or payment provider.
6. Payment Disputes and Chargebacks
Because we stand behind every order with our 30-Day Money-Back Guarantee, we encourage you to contact us first if there is any issue, so we can resolve it quickly and fairly.
If a chargeback or payment dispute is opened before contacting us, this may delay resolution because we may need to respond through the payment provider’s formal dispute procedure. We keep order, shipment, tracking, and communication records and may use them when responding to disputes.
Nothing in this policy affects your right to raise a dispute or chargeback with your bank or card issuer, or your statutory rights. We simply ask that you contact us first so that we can usually resolve the issue faster.
7. Delivery and Tracking Issues
Customers are responsible for monitoring tracking updates and for providing accurate shipping information at checkout. Where tracking is available, you may review shipment progress at https://www.teatapee.com/shipment-tracking/.
Delivery timeframes are estimates only and may be affected by customs procedures, local delivery conditions, carrier delays, public holidays, weather events, or other circumstances beyond our reasonable control. A parcel will not be treated as lost until a reasonable investigation period has passed, after which our 30-Day Money-Back Guarantee applies to confirmed non-delivery.
8. Other Terms
This Refund and Return Policy should be read together with our Terms and Conditions and any shipping or delivery information shown on the website or at checkout. In the event of inconsistency, the specific terms shown at checkout or required by applicable law will apply to the extent necessary.
We may update this policy from time to time by posting the revised version on this page. The version published on the website at the time of your order will apply to that purchase unless otherwise required by applicable law.
Customer Acknowledgment
By placing an order on TeaTapee.com, you confirm that you have read and understood this Refund and Return Policy, including our 30-Day Money-Back Guarantee, and agree to its terms.