Care, beyond the cup.
If something is not right.
If tea arrives damaged, unsafe, incorrect or materially different from its description, contact us with your order number and a description of the issue. Photos help us investigate, but we will consider other evidence when photos are unavailable. Please stop consuming any product you believe may be unsafe. We will assess the issue and provide the remedy required by Australian Consumer Law. For a major failure, you may choose a refund or replacement; other failures will be remedied within a reasonable time.
A change of mind.
For a change of mind, request a return within 30 days of delivery. Tea must be unopened, unused and in its original sealed packaging. Opened tea is not eligible for a change-of-mind return for food safety reasons; this does not affect rights for faulty or unsafe goods. Contact us before posting anything. We will provide return instructions and the correct address.
Return costs & refunds
For an approved change-of-mind return, you pay return postage and the original delivery charge is not refunded. For a confirmed product fault or our fulfilment error, we cover reasonable return costs where a return is required. We may resolve an issue without asking you to return food. Approved refunds are issued to the original payment method; our target is within 5 business days of approval or return assessment, and your bank may take additional time. We do not require store credit in place of a statutory refund.
Cancellations & missing parcels
Contact us as soon as possible to change or cancel an order. We can usually cancel before dispatch; after dispatch, the applicable return process applies. If your order is not delivered, we will investigate and provide an appropriate remedy. A request to report damage promptly helps us assist you, but no short reporting deadline removes your statutory rights.