Return & Refund Policy
Thank you for choosing Teanarrative (https://teanarrative.com/)! We are committed to providing tea lovers around the world with high-quality tea sets, tea leaves and related products, while safeguarding your shopping experience and rights. Below is our return policy.
Core Return Guarantee
Return Period and Conditions
You may request a no questions asked return if you are not satisfied with the product within 30 days of receiving it.
Returned products must meet the following requirements: unopened, in original and intact packaging (including outer boxes, inner boxes, shockproof materials, labels, etc.), and unused (no scratches, no stains, and all labels intact).
Returns will not be accepted if the product has been opened, the packaging is damaged, or the product has been used or damaged.
No returns of any kind will be supported 30 days after receipt of the product.
Non Returnable Items
Due to product characteristics, health and safety considerations, or impact on secondary sales, the following items are not eligible for return (unless they have quality issues upon receipt):
- Customized or personalized products (such as engraved tea sets, custom gift boxes, etc.).
- Opened or used food products such as tea leaves and tea bags (hygiene and safety cannot be guaranteed once food products are opened).
- Promotional and discounted items (including limited-time special offers and clearance items, which only support exchange for quality issues and do not allow no questions asked returns).
- Free gifts and trial samples.
Special Note on Handmade Products
Some of our tea sets (such as Yixing purple clay teapots, handmade ceramic tea pets, etc.) are crafted by artisans by hand. They may have minor imperfections (such as slight color differences, handcrafted traces), which are normal characteristics of handmade products and not considered quality defects. Returns based on such reasons are not supported. Please carefully read the product description before placing an order.
Order Cancellation Policy
You may request to cancel your order before shipment, and we will process the refund for you (deducting necessary payment channel fees, if any).
Our order processing and shipping time is 2 to 5 business days (excluding logistics and transportation time). Once the order has entered the shipping process (marked as “Shipped” in the system), it cannot be canceled.
If an order cannot be fulfilled due to product stockouts, we will issue a full refund (no fees will be charged) and notify you via email immediately.
Refund Related Rules
Refund Fee Explanation
You are responsible for all return shipping costs. We do not cover return shipping fees, customs duties, clearance fees, bank or credit card processing fees, or any other additional charges.
After a successful return, we will charge a 15% restocking fee based on the original product price (for product inspection, cleaning, repackaging, and inventory processing).
Refund amount = The actual amount you paid for the product – 15% restocking fee (excluding shipping fees, taxes, and other incurred costs).
Refund Process and Timeline
We will complete the inspection and review of the returned product within 3 to 5 business days after receiving it.
Once approved, the refund will be credited back to your original payment method (credit card, PayPal, etc.).
The actual time for the refund to reflect in your account depends on your payment provider, usually 3 to 14 business days (international payments may take longer, please be patient).
Handling of Quality Issues and Abnormal Situations
Identification of Quality Issues
If you receive a product with non accidental damage (such as cracked or broken tea sets, functional failures, or deteriorated tea leaves, missing or incorrect items, etc.), please contact customer service within 48 hours of receipt and provide clear photos or videos of the product as evidence. We will prioritize processing your request:
- We will replace the product with the same model for free (we cover the shipping cost for the replacement).
- If you do not need a replacement, you may request a full refund (waiving the 15% restocking fee and no deduction from the product amount, but you are still responsible for the return shipping cost).
Handling of Lost or Damaged Packages
When returning the product, please choose a shipping method with tracking service (such as DHL, UPS, FedEx, etc.) and keep the tracking number for your records. We are not liable for lost or damaged packages during return shipping. We recommend purchasing shipping insurance for the package.
If the product we shipped is lost or damaged during transportation (due to the logistics provider’s responsibility), please contact customer service promptly. We will assist you in filing a claim with the logistics provider and arrange for a replacement or full refund.
Issues Caused by Incorrect Address
We are not responsible for refunds or reshipments if the package cannot be delivered or is returned due to an incorrect or incomplete shipping address provided by you. If you require reshipment, you will be responsible for the secondary shipping cost.
Return Application Process
Send a return application email to our customer service email: [email protected] (please include “Return Application + Order Number” in the email subject).
The email must include the following information: order number, product name and model, reason for return, photos of the product condition (photos showing the integrity of the packaging for unopened products), your shipping address, and contact information.
Customer service will respond to you within 24 to 48 hours with the official return address and return instructions.
Please return the product within 7 days of receiving the return address (failure to do so will be deemed a voluntary abandonment of the return application).
After we receive and approve the returned product, we will process the refund or exchange in accordance with this policy.
Other Notes
If you have any questions about the return policy or need assistance with return matters, please contact us via customer service email: [email protected]. We will respond within 2 business days.
This policy only applies to orders placed on the Teanarrative website and does not apply to orders from third party platform distributors.
Teanarrative reserves the final interpretation right of this policy. Updates to the policy will be posted on the official website without separate notification.