Refund policy
This Refund Policy applies to purchases made by consumers from the eteaket online store. It does not apply to wholesale purchases, which are subject to our separate wholesale terms.
Your right to change your mind
For most products bought online, you have the right to change your mind and cancel your order within 14 days of receiving it.
To exercise your right to cancel, contact us at hello@eteaket.co.uk within 14 days of receiving your order. Please include your order number and details of the products you wish to return.
Once you have told us that you wish to cancel, you must return the products to us within 14 days. The correct return address will be shown on your delivery note. Please contact us before returning anything if you are unsure where to send it.
Products must be returned in a condition that allows us to assess them. You may inspect products as you would reasonably be able to do in a shop, but we may make a deduction from your refund if the value of the goods has been reduced because they have been handled more than was necessary.
You are responsible for the cost of returning products where you have simply changed your mind. We recommend using a tracked service, as the products remain your responsibility until they reach us.
Food, opened products and other exceptions
Some products cannot be returned under the statutory cancellation right. This may include goods which are liable to deteriorate or expire rapidly and sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been broken.
Accordingly, we cannot normally accept opened tea, infusions or other food products where returning them would create a food-safety or hygiene issue.
We also cannot normally accept returns of personalised or bespoke products once they have been made to your specification.
These exclusions do not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.
Damaged, faulty or incorrect orders
Please inspect your order when it arrives and contact us as soon as possible if anything is damaged, defective, missing or incorrect.
Email hello@eteaket.co.uk with your order number, an explanation of the problem and, where helpful, photographs of the product and packaging.
Where the product is faulty, damaged or incorrectly supplied, we will arrange an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair, refund or price reduction.
If we ask you to return a faulty, damaged or incorrect product, we will either provide a prepaid return method or reimburse reasonable return postage, depending on the size and value of the order.
Nothing in this Policy affects your rights under the Consumer Rights Act 2015. In particular, consumers may have a short-term right to reject faulty goods within 30 days.
Refunds
Once we receive your return, we will inspect it and confirm whether a refund is due.
Where you exercise your statutory right to cancel, we will refund the price paid for the returned products together with the cost of our least expensive standard delivery method. If you chose a more expensive delivery option, such as next-day delivery, we are not required to refund the additional delivery cost.
We will make the refund without undue delay and, where the law requires, no later than 14 days after we receive the returned goods or you provide satisfactory evidence that you have sent them back.
Refunds will normally be made to the original payment method. Your bank or payment provider may take additional time to show the refund in your account.
Exchanges
We do not operate an automatic exchange service. If you would like a different product, please contact us. In most cases the simplest option will be to return the eligible product and place a new order.
Contact
eteaket Limited
(1F2C) 99 Giles Street, Leith, Edinburgh EH6 6BZ, United Kingdom
Email: hello@eteaket.co.uk
Telephone: +44 (0)131 210 0484