Returns & Refund Policy
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Non-Returnable for Taste Preferences:
Due to the nature of our products as consumables, we do not accept returns or exchanges simply because you dislike the taste or have a personal preference. -
Eligible Cases:
We will gladly issue a full refund or replacement if you receive the wrong item, damaged teaware, or tea with quality defects (e.g., mold, off-flavor). - Easy Claim Process:
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- Contact us via email or live chat within 15 days of delivery.
- Provide clear photos of the damaged item(s) and your order number.
- Once verified, we will process the refund or reship a new order.
Refund Timelines
- Credit/Debit Card: 5–10 business days (depending on your bank's processing).
- PayPal / Shop Pay: 2–3 business days.
How to Reach Us
- Email: info@theteapure.com (We reply within 24 hours)
- Live Chat: Click the chat bubble on the bottom right (Available 9:00 AM – 6:00 PM Beijing Time)
- Social Media: DM us on Facebook or Instagram.
FAQ
1. How do I know if my return request is approved?
Once we receive your photos and order details, our team will review them and send you a confirmation email within 24 business hours. The email will clearly state whether we are issuing a refund or sending you a replacement.
2. Can I exchange my tea if I accidentally chose the wrong flavor?
As mentioned in our policy, we cannot accept returns or exchanges for taste preferences or personal choices, as tea is a consumable item. We recommend carefully checking your selection before placing the order.
3. Why does my refund take so long to show up on my credit card?
While we process refunds within 1-2 business days, your bank may require an additional 3-10 business days to process the transaction and reflect the funds back. If it's been more than 10 business days since we confirmed the refund, please let us know so we can assist you.
4. Do I have to pay for the return shipping costs to China?
Absolutely not. To save you the expensive international shipping fees, we do not require you to ship damaged or defective items back to us. Simply send us photos and we will handle the rest.
5. What should I do if I find foreign objects or impurities in my tea?
Your health and safety are our priority. Please take a clear photo of the impurity and send it to our support team immediately. We will arrange a full refund and an apology gift as compensation for your experience.
Have a question? We’re here to help