If a tea is not for you, send it back. We accept returns within 30 days of delivery on unopened items, no questions asked, and we do not ask you to explain yourself.
The 30-day window
Returns are accepted for 30 calendar days from the date the carrier marks your parcel as delivered. The countdown starts on the delivery date, not the order date.
What can be returned
Unopened items — full refund. The tin or pouch seal must be intact. We can resell unopened tea; we cannot resell tea that has been opened, for food-safety reasons.
Opened items — refund if faulty. If a tea is damaged, stale, contaminated, or simply not what the product page described, open it, taste it, and tell us. We refund in full and you do not need to ship it back.
Teaware — full refund within 30 days. Unused, in its original packaging. If a gaiwan or teapot arrived cracked or chipped, send us a photograph and we refund or replace it immediately — no return required.
Gift sets and tasting sets follow the same rules as the teas inside them.
Items outside the window. We may still accept a return after 30 days at our discretion, particularly if the delay was caused by a shipping problem on our side. Write to us and ask.
How to start a return
- Email [email protected] with your order number (format
LU-####) and which items you would like to return. - We reply within one business day with a prepaid return label and a returns reference.
- Repack the items securely — the original tin or pouch, plus outer padding. Tea is fragile in transit; a crushed tin means we cannot resell it.
- Drop the parcel at the carrier named on the label within 14 days of receiving it.
- We refund within 5 business days of the parcel arriving at our workshop.
Return shipping is free for orders shipped to the United States and the European Union. For other destinations, write to us and we will work something out.
Refunds
Refunds are issued to the original payment method. We cannot refund to a different card or account.
| Situation | What you get back |
|---|---|
| Unopened return, within 30 days | Full item price + original shipping |
| Faulty or incorrect item | Full item price + original shipping + any import charges you can evidence |
| Partial return from a multi-item order | Price of the returned items only; original shipping is not refunded |
| Order cancelled before dispatch | Full amount, including shipping |
| Order cancelled after dispatch | Full amount less the outbound shipping cost we have already paid |
Depending on your bank, a refund can take 5–10 business days to appear on your statement after we process it. The timestamp on our refund confirmation email is the date we released it.
Exchanges
We do not run a formal exchange process. Return the item for a refund and place a new order — it is faster, and you get exactly what you want.
Damaged or incorrect parcels
If a parcel arrives visibly damaged, photograph the outer box before opening it, then photograph the contents. Send both to [email protected] within 7 days of delivery. We will replace the item or refund it in full, and you keep whatever is still drinkable.
If we sent the wrong tea, the same applies, and we cover all shipping in both directions.
Your statutory rights
Nothing in this policy reduces rights you have under mandatory consumer law in your country of residence. EU and UK consumers have a 14-day right of withdrawal from the date of delivery, which is separate from and additional to the 30-day policy above. Where the two differ, the more generous of the two applies.
Questions
Write to [email protected]. A person reads every message.
LUYUN Tea 麓云茶号 [Street address, Fuzhou, Fujian, China] [Company registration number]