Returns & Refund Policy

Last Updated: June 15, 2026

1. Our Commitment to You

At Tealume, your satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. Please read this policy carefully to understand your rights and our procedures.

2. Return Eligibility

You may request a return if:

• You received a damaged or defective product
• You received the wrong product (different from what you ordered)
• The product is unused, unopened, and in its original packaging
• Your return request is made within 14 days of the delivery date

Non-returnable items:

• Opened or used tea products (for health and hygiene reasons)
• Products purchased on final sale or marked as non-returnable
• Gift cards or promotional items
• Products damaged due to customer misuse or improper storage

3. How to Initiate a Return

Follow these simple steps to return your item:

1. Contact Us: Within 14 days of delivery, contact us at info@tealume.com or WhatsApp +86 182 3572 5370. Please include your order number, a description of the issue, and clear photos of the product (if damaged/defective).
2. Wait for Approval: Our team will review your request and respond within 2 business days with return instructions.
3. Pack Your Return: Securely pack the item in its original packaging, including all accessories and documents.
4. Ship It Back: Send the package to the return address we provide. We recommend using a trackable shipping method.
5. Refund Processing: Once we receive and inspect your return, we will process your refund within 7–14 business days.

4. Refund Policy

• Refunds are issued to the original payment method used for the purchase
• For Credit/Debit Card payments: refunds typically take 5–10 business days to appear in your account after we process them
• For Cash on Delivery (COD) orders: refunds will be issued via bank transfer or other agreed method. Please provide your bank details when requesting the return
• Shipping costs are non-refundable except in cases where the return is due to our error (wrong or defective product)
• If you receive a refund and the returned product is found to be used, damaged (not due to our error), or missing original packaging, we may deduct a restocking fee of up to 20% of the product value

5. Exchanges

If you would like to exchange a product for a different variant (e.g., different tea type or size), please:

• Contact us within 14 days of delivery
• Return the original product following the return process above
• Place a new order for the desired variant (we recommend doing this after your return is approved to ensure stock availability)

We are working on a direct exchange process and will update this policy when it becomes available.

6. Damaged or Defective Products

If you receive a damaged or defective product:

• Contact us within 48 hours of delivery with clear photos of the damaged product and its packaging
• We will provide a free replacement or full refund (including shipping costs), at our discretion
• Do not dispose of the damaged product until we have reviewed your claim

7. Late or Missing Refunds

If you have not received your refund after 14 business days from our confirmation:

1. First, check your bank account or credit card statement again
2. Contact your payment provider — it may take some time before your refund is officially posted
3. If you still have not received your refund, contact us at info@tealume.com

8. Order Cancellation

• You may cancel your order within 2 hours of placing it, provided it has not yet been processed for shipping
• To cancel, contact us immediately at info@tealume.com with your order number
• Once an order has been shipped, it cannot be cancelled. Please follow the return process instead

9. Contact Us