Returns and Refunds Policy

At Tea Mountain, we want all of our customers to be delighted with their purchases. This Returns and Refunds Policy explains your rights and our procedures for returns, refunds and replacements.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable consumer protection legislation.

Non-Faulty Returns (Change of Mind)

If you change your mind about a product, you may request a return within 14 days of receiving your order. To qualify for a refund, the following conditions apply:

1. The product must be unopened, unused and undamaged.
2. The product must be returned to us before a refund can be issued.
3. Unless the goods are faulty or incorrect, you are responsible for the cost of returning the item.
4. For health protection and hygiene reasons, we cannot accept returns of tea, herbal infusions, matcha or other consumable products where the sealed packaging has been opened.
5. We do not refund any customs duties, import taxes, sales taxes or other charges imposed by authorities in your destination country.

Where a customer exercises their statutory right to cancel under applicable consumer legislation, we will refund the cost of the goods and the original standard delivery charge. Additional charges for premium or expedited delivery services are non-refundable.

Tea Mountain will endeavour to process approved refunds within 3 working days of receiving the returned goods or evidence that they have been returned. In all cases, refunds will be made no later than:

• 14 days from the day we receive the returned goods or evidence that they have been returned; or
• 14 days from the day on which you inform us of your decision to cancel the contract, where no goods have been supplied.

You are responsible for returned goods until they reach us. We therefore recommend obtaining proof of postage or using a tracked delivery service.

Should a returned parcel be lost in transit, it is your responsibility to seek compensation from the carrier.

Tea Mountain shall not be liable for delays or failures caused by events beyond our reasonable control, including but not limited to severe weather, industrial disputes, acts of government, civil unrest or interruption to transport services.

Damaged, Incorrect or Missing Orders

Please inspect your order upon receipt and contact us as soon as possible if:

• The item is defective or damaged;
• You have received the wrong item; or
• Any item is missing from your order.

We will investigate the issue and work with you to resolve it promptly.

If we have supplied the wrong product or an item is missing, please contact us within 14 days of receipt of your order. We will either:

• Dispatch the correct item at no additional cost;
• Provide a refund; or
• Issue a credit, as appropriate.

If we require the incorrect item to be returned, Tea Mountain will pay the return shipping costs.

Where the cost of shipping a replacement item exceeds the value of the goods themselves, we reserve the right to issue a refund or store credit instead, or to include the replacement item with your next order if agreed.

Faulty Products

If you receive a product that is faulty or develops a fault within 30 days of receiving it, please contact us as soon as possible.

We will assess the issue and, where appropriate, may request photographs or additional information to help verify the fault.

If we agree that the product is faulty:

1. We will provide a replacement, refund or other appropriate remedy in accordance with your statutory rights.
2. If we require the product to be returned, we will cover the reasonable cost of return shipping.
3. Any refund will include the amount paid for the faulty product and any applicable shipping costs relating to that product.

Where the cost of sending a replacement exceeds the value of the goods themselves, we reserve the right to issue a refund or store credit instead, or to include the replacement item with your next order if agreed.

If you receive a parcel that appears damaged during transit, please note this when signing for delivery where possible. If you are unable to inspect the contents immediately, we recommend signing for the parcel as "Damaged package - contents not inspected" and retaining all packaging materials.

Nothing in this section limits your statutory rights in relation to faulty goods.

Refused Deliveries and Unclaimed Parcels

Import duties, customs charges, local taxes and similar fees are determined by the authorities in the destination country and are outside Tea Mountain's control.

If a parcel is refused, unclaimed, or returned to us because customs charges have not been paid, or for any other reason not attributable to Tea Mountain, we will refund the value of the goods once they have been returned to us.

We reserve the right to deduct from the refund:

1. Any original shipping costs incurred by Tea Mountain, including orders that qualified for free shipping;
2. Any return shipping charges, customs handling fees or carrier charges incurred as a result of the refusal or return;
3. Any reduction in value caused by damage, use or handling beyond what is necessary to inspect the goods.

Any deductions will reflect the actual costs reasonably incurred by Tea Mountain.

European Union and United Kingdom Cooling-Off Rights

If your order is delivered to the United Kingdom or the European Union, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

To qualify for a refund:

• The goods must be returned within 14 days of notifying us of your cancellation;
• The goods must be unused and in a resaleable condition;
• Consumable products such as tea, herbal infusions and matcha must remain unopened and in their original sealed packaging.

You will need to provide proof of purchase.

Refunds

Once we have received and inspected your returned goods, we will notify you whether your refund has been approved.

If approved, refunds will be issued to your original payment method. Please allow up to 10 business days for your bank, card provider or payment processor to complete the transaction.

If more than 15 business days have passed since your refund was approved and you have not received the funds, please contact us at hello@teamountain.co.uk.

Contact Us

If you have any questions regarding returns, refunds or damaged goods, please contact:

hello@teamountain.co.uk

Your Statutory Rights

Nothing in this Returns and Refunds Policy affects your statutory rights under applicable consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.