1. Tea Products (Consumables)

• All tea purchases (loose leaf, tea bags, blended teas, packaged teas) are final sale
  Once a pack is opened, no refund or exchange will be issued under any circumstances — no exceptions
• This applies regardless of the reason: taste, aroma, strength, colour, or any other subjective preference
• No returns or exchanges on opened tea products
• No refunds due to dislike of taste or flavour
• Unopened tea may be considered for return only in exceptional circumstances atyour sole discretion
• Reason to state: hygiene, food safety, and the perishable nature of the product

2. Defective, Damaged, or Wrong Items

• Customer must report the issue within 7 days of receiving the order Photographic evidence must be submitted via email
• You will offer either: a full replacement, store credit, or a refund — at your discretion
• If the item was damaged in transit, you will handle the claim with the courier
• Wrong item sent = full replacement at no cost to the customer
  Note: even for defective claims, if the seal has been broken and the tea consumed or partially consumed, only a partial remedy (store credit or replacement) may be offered — not a cash refund

3. Non-Tea Items (Teaware, Accessories, Gift Sets)

• Eligible for return within 14 or 30 days of delivery (pick one and commit)
• Must be unused, undamaged, and in original packaging
• If the packaging seal has been broken or tampered with in any way, the item is no longer eligible for return
• Customer is responsible for return shipping costs unless the fault is yours
• Items returned damaged, used, or without original packaging will not be accepted
• No returns on sale or discounted items — final sale
• No returns on custom or personalised orders

4. Gift Orders

• If the item was received as a gift, the recipient may be eligible for store credit (not a cash refund)
• Store credit is issued as a coupon code usable only on enchantea.store

5. Cancellations

• Orders can only be cancelled before they are dispatched
• Once an order enters fulfilment/dispatch, cancellation is no longer possible
• To request a cancellation, customer must contact you immediately via email with their order number

6. Refund Processing

• Refunds are processed back to the original payment method only
• Processing time: within 7–14 business days of receiving the returned item or approving the claim
• Shipping fees paid at checkout are non-refundable unless the error was on your end
• Refunds will not include any return shipping costs paid by the customer

7. How to Initiate a Return or Refund

• Customer must email you at [your contact email] with:
  • Full name and order number
  • Reason for the return or complaint
  • Photos of the product (if damaged or defective)
• We will respond within 2–3 business days with next steps
• Items sent back without prior authorisation from you will not be accepted

8. International Orders

• International customers are responsible for all customs duties, import taxes, and tariffs upon delivery
• These charges are non-refundable and outside your control
• If a parcel is refused or unclaimed and returned to you, the customer will be refunded the product value minus the original shipping cost and any return freight charges incurred

9. Refused or Unclaimed Packages

• If a package is returned to you because it was refused or unclaimed, a restocking or handling fee may be deducted from the refund
• Re-shipping an unclaimed order will incur an additional shipping fee

10. Subscription Orders (if applicable)

• Subscription orders cannot be refunded once dispatched for that cycle
• Customers must cancel or pause their subscription before the next billing date
• Gift card and subscription purchases are non-refundable

11. Sale Items

• All items purchased on sale or as part of a promotion are final sale and non-refundable
• Discount codes and promotions cannot be applied retroactively

12. General Disclaimer

• This policy does not affect any statutory rights the customer may have under applicable consumer protection law in their country
• You reserve the right to update or modify this policy at any time without prior notice
• The policy in effect at the time of purchase applies to that order