退款政策

TnTs Return & Refund Policy

At TnTs, we take pride in providing the highest quality tea and teaware. We understand that sometimes issues may arise, and we want to ensure our customers are satisfied with their purchases. Below is our return and refund policy:

  1. Damaged Tea Packages
    If your tea is delivered in a damaged package, please contact us immediately with proof of the damage (e.g., photos of the damaged packaging and contents). Once the item was confirmed as damaged during transportation, weWe will issue a full refund or replacement, depending on your preference.
  2. Allergy Concerns
    We will list all of our ingredient on the package (usually just 100% tea or flavored tea for most of our product) and highlight the potential allergic ingredient based on the typical allergens in accordance with those list in Australia New Zealand Food Standards Code, specifically Standard 1.2.3 and Schedule 9     (such as gluten, egg, peanut, etc). As of 25 February 2024. Please read our product details for potential allergens before purchase. Our refund policy will not apply if you experience an allergic reaction due to not noticing the potential allergens listed on the label. However, If if you discover that you are still allergic to a particular productteaor ingredient which was not listed as a potential allergens, we will offer a refund or replacement. Please provide appropriate proof of your allergy (e.g., photo of the condition, a doctor's note or relevant medical records).
  3. Replacement of Tea
    If for any reason you are unhappy with the tea you purchased, we are happy to replace it with another tea of your choice. The product must be returned in its original condition, unopened and unused, for a replacement.
  4. Shipping Costs for Returns
    If you are located outside of our standard shipping zones or the return is for a personal preference reason (e.g., change of mind), you may need to cover the return shipping costs. We will inform you of any applicable charges based on your location.
  5. Teaware Refunds
    Teaware will only be refunded if it is broken or damaged during shipping. Please inspect your items immediately upon receipt. If there is any damage during transit, contact us with photos of the damage to initiate a refund or replacement.
  6. Change of Mind for Tea Purchases
    Due to the nature of food and beverage products, we do not accept returns or provide refunds for tea purchases based on a change of mind once the package has been opened. If the product remains unopened and in original condition, we can offer an exchange or refund within 14 days of purchase.
  7. Expired or Faulty Products
    Most of our pure tea products can be stored for extended periods with appropriate storage conditions (avoid sunshine and humid environment, store in room temperature with sealed package). For some teas, its flavor can even develop and mature over time. In the rare event that a product arrives past its expiry date, or if it is found to be faulty (e.g., off smell, discoloration), we will offer a full refund or replacement at no additional cost. Please contact us with proof of the issue, including photos and your order details.
  8. Special Dietary or Religious Restrictions
    If a product does not meet specific dietary or religious standards (e.g., vegan, halal, kosher), please check our product descriptions carefully before purchase. If an item does not meet your dietary or religious requirements upon arrival, contact us within 7 days of receipt, and we will process an exchange or refund based on the product's condition.
  9. Non-Refundable Products
    We do not accept returns or offer refunds for personalized or custom items, including custom teaware or specially blended teas unless they are damaged or defective upon receipt.

How to Request a Return or Refund:
To initiate a return or refund, please contact our customer service team within 14 days of receiving your order. Be sure to include your order number, a description of the issue, and any supporting documentation (e.g., photos of damage, allergy proof, etc.). We will guide you through the process and ensure a smooth resolution.