Refund policy

At Ceylon Tea and Herbs UK LTD, we are passionate about providing you with the finest teas and herbs and a delightful shopping experience. We understand, however, that occasionally you may need to return an item. This policy outlines our return process, designed to be fair and transparent.

We gladly accept returns on most items within 30 days of receipt for any reason. If you're not completely satisfied with your purchase, simply contact us to initiate a return. Please note we do not cover delivery/shipping costs for items being returned.

To ensure a smooth return process, please adhere to the following guidelines:

  • Unopened and in Original Condition: For reasons of hygiene and quality, tea or herbs products must be returned unopened and in their original packaging, in an undamaged and resalable condition. This includes any seals or protective wrapping.
  • Non-Tea Items: Non-tea items (e.g., teapots, infusers, accessories) must also be returned in their original packaging and in perfect condition.
  • Proof of Purchase: Please include a copy of your order confirmation or receipt with your return.

While we strive for customer satisfaction, certain items are non-returnable:

  • Opened Tea or Herbs Products: Due to the perishable nature and hygiene considerations, we cannot accept returns on opened tea or herbs, even if only a small amount has been used. We encourage customers to sample our teas through smaller sample sizes or sampler packs before committing to larger quantities.
  • Sale Items: Sale items are typically non-returnable unless faulty.
  • Gift Cards: Gift cards cannot be returned or exchanged for cash.

Return Shipping

  • Non-Faulty Returns: For non-faulty returns, the customer is responsible for all return shipping costs. Original shipping costs are also non-refundable.
  • Faulty or Incorrect Items: If you receive a faulty or incorrect item, please contact us immediately. We will cover the return shipping costs and arrange for a replacement or full refund.

Return Process

  1. Contact Us: Notify us of your intention to return an item via email at hello@ceylonteaandherbs.co.uk or phone at 00447979022901. Please provide your order number and reason for the return.
  2. Packaging: Securely package the item(s) to prevent damage during transit. We recommend using the original packaging if possible.
  3. Shipping: Ship the item(s) to the following address: Ceylon Tea and Herbs UK LTD, 2 Heath House, West Drayton Road, Uxbridge, United Kingdom, UB8 3LA
  4. Tracking: We strongly recommend using a trackable shipping method and obtaining proof of postage for your return. We are not responsible for returns lost or damaged in transit.

Refunds

Once we receive your returned item(s) and verify they meet our return conditions, we will process your refund within 14 business days. Refunds will be credited to your original payment method.

 

EU Customers: Cooling-Off Period

If you are a customer based in the European Union, you have a statutory right to a "cooling-off" period under the Consumer Contracts Regulations. This period begins once your order is complete and ends 14 calendar days after the goods have been delivered to you. You have the right to cancel your order for any reason during this period. Please inform us in writing at hello@ceylonteaandherbs.co.uk of your decision to cancel.

Contact Us

For any questions or concerns regarding our return policy, please contact us at: hello@ceylonteaandherbs.co.uk or call us on 00447979022901

Note: This return policy is subject to change without notice. Please refer to the latest version on our website. Your statutory rights are not affected by this policy.