Effective Date: September 27, 2024
Last Updated: April 4, 2026
This Refund and Return Policy explains how TeaTapee.com handles 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.
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 try to resolve it directly.
Contact Form: https://www.teatapee.com/contact
Live Chat: Available on TeaTapee.com during support hours
1. Refund Eligibility
Refunds, replacements, or other resolutions are reviewed on a case-by-case basis. A refund is not automatic and must be approved by our customer service team after review of the relevant order information and any supporting evidence.
Refunds may be considered in the following situations:
- Damaged or Defective Product: You contact us within 7 days of delivery and provide clear photos of the product, packaging, and shipping label.
- Wrong Item Received: You contact us within 7 days of delivery and provide photos together with your order number.
- Confirmed Non-Delivery: Tracking and shipment review confirm that the order was not delivered within the maximum expected delivery timeframe, excluding customs delays, local import procedures, carrier disruption, or force majeure events.
- Confirmed Fulfilment Error: Our review confirms a genuine issue with the order, shipment, or product sent.
In some cases, we may offer a replacement, reshipment, store credit, or partial refund instead of a full refund, depending on the circumstances.
2. Non-Refundable Conditions
- Change of Mind: Orders cancelled after dispatch due to personal preference or no longer being wanted.
- Customer Error: Incorrect shipping address, incorrect product selection, failed collection, or other customer-provided checkout errors.
- Opened or Used Goods: Opened, used, or tampered food-grade or consumable products, including herbal tea, are generally not eligible for return or refund for hygiene and safety reasons.
- Customs or Import Issues: Orders delayed, refused, returned, abandoned, destroyed, or charged additional fees due to unpaid duties, taxes, import restrictions, customs clearance issues, or missing customer documentation requested by local authorities.
- Final Sale Items: Items clearly marked at the time of purchase as final sale, clearance, non-returnable, or similar wording.
- Minor Packaging Wear: Minor cosmetic wear to outer packaging that does not materially affect the product itself.
Shipping charges, customs charges, duties, taxes, and non-recoverable payment processing costs are generally not refundable unless required by applicable law or unless the issue was caused solely by our error and we confirm otherwise in writing.
3. Refund Request Process
- Contact Us: Submit your request through our contact form or live chat and include your order number and a description of the issue.
- Provide Evidence: Where relevant, provide photos of the product, outer packaging, shipping label, tracking details, or any other information we reasonably request.
- Review: We will review the request and may ask for additional information before making a decision.
- Return Instructions: If a return is approved and required, we will provide return instructions. Products must not be returned without prior written authorization from us.
- Resolution: If approved, we will confirm whether the resolution will be a refund, replacement, reshipment, store credit, or partial refund.
If a return shipment is required and the issue is not due to our error, return shipping costs remain the customer’s responsibility. We are not responsible for items returned without authorization or items lost in return transit unless otherwise required by law.
4. Partial Refunds and Store Credit
In some situations, we may offer a partial refund or store credit instead of a full refund. This may apply, for example, where:
- There is minor packaging damage but the product itself is unaffected.
- A partial resolution is agreed in writing between you and our customer service team.
- A replacement, discount, or goodwill credit is a more proportionate resolution than a full refund.
Any partial refund or store credit amount will be confirmed 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
We encourage customers to contact TeaTapee.com first if there is any issue with an order so we can try to resolve it quickly and fairly.
If a chargeback or payment dispute is opened before contacting us, this may delay the resolution process 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.
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 shall not be traditionally used for as lost until a reasonable investigation period has passed.
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 and agree to its terms.