Returns and refunds, clearly explained.
Our voluntary 30-day return offer covers unused, unopened products in their original sealed packaging. It is additional to your statutory rights. For a fault, damage or an incorrect item, contact us so we can arrange the appropriate remedy.
Start your return.
Start a return through your account or contact hello@teas.co.uk. We will provide the return instructions and any applicable label. Change-of-mind return postage is at your cost; we cover the return cost for faulty or incorrectly supplied goods.
Find your order
Open your order in My Account, or contact us with your order number and the email address used to buy.
Send your request
Tell us which items you want to return. If something arrived damaged or incorrect, a description and any available photos help us investigate.
Follow the return instructions
We will confirm the return arrangements and any applicable label after reviewing your request.
Keep proof of postage
Pack the items securely and keep evidence of sending them. Contact us if the parcel is delayed or you need help with the return.
The policy, in full.
Our voluntary 30-day return offer
Unused, unopened products in their original sealed packaging can be returned within 30 days of delivery for a refund of the product price. This extra offer does not limit your statutory cancellation or faulty-goods rights.
Opened food and redeemed gift cards are outside this voluntary offer. If an item is faulty, damaged or incorrect, please contact us regardless of whether it has been opened.
Your statutory rights
For an eligible online purchase, tell us within 14 days after delivery if you wish to cancel; you then have a further 14 days to send the goods back. You do not need to give a reason.
Where the statutory cancellation right applies, we reimburse without undue delay and within the applicable 14-day deadline. We may wait until we receive the goods or evidence of sending them back, whichever comes first. A cancelled whole order includes the cost of the least expensive standard outward delivery we offered; an optional delivery upgrade is not refundable under that rule.
Handling beyond what is needed to inspect an item may reduce the refund where the law permits. Legal exceptions include rapidly perishable goods and certain unsealed hygiene goods; they do not automatically cover every tea or infuser. Sale goods retain the same statutory rights. Faulty-goods remedies are not limited by our voluntary return window.
Who pays return postage?
You pay change-of-mind return postage. We cover the return cost for faulty, damaged or incorrectly supplied goods. Contact us for instructions before arranging a faulty-item return so we can agree the appropriate method.
Sending an item back
Use the return address and method confirmed in your instructions. Include enough order information for us to match the parcel, and keep your proof of postage.
You can ask for an update through your account or by contacting hello@teas.co.uk.
Help with returns.
Question 01How do I start a return?
Open your order in My Account or contact hello@teas.co.uk. We will explain the next steps and any applicable label.
Question 02Do I pay return postage?
You pay for a change-of-mind return. We cover return costs for faulty, damaged or incorrectly supplied goods.
Question 03Does the 30-day offer replace my legal rights?
No. It is an additional offer for unused, unopened products. Your statutory cancellation and faulty-goods rights still apply.
Question 04Can sale items or infusers be returned?
Being discounted or being an infuser does not remove statutory rights. The conditions for the voluntary offer and any applicable legal exception must be considered separately.
Question 05What if my order arrives damaged?
Contact us with the order details and a description of the problem. Photos can help if available. We will arrange the appropriate remedy and cover any required return cost.
Question 06Can I ask for an exchange?
Contact us with the item you would prefer. We will confirm availability and the arrangements before promising an exchange.
Contact the team.
Send the order number and a short description, and we will explain the next steps.
