9. CLAIMS & COMPLAINTS
We check really carefully each single item upon being received from the manufacturers and before is being sent to you.
9.1 In the unlikely case of you receiving different items than the ones you ordered, you have the right to complaint straight away. Please let us know as soon as possible so we can review your order and we will inform you how we will proceed.
9.2 We highly recommend you to have a look at the photos and read the description of the items carefully before placing an order. You can always contact us before placing an order if you have questions about a particular item. If a product you have ordered does not meet your expectations please contact us as soon as possible so we can have a look into the matter. Feedback is more than welcome.
9.3 In case of a dispute, we kindly ask you to refer to the ARN (General Complaints) since we always follow their recommendations. However, before reaching to this point we would like to discuss the matter with you. Discussing the matter help us to find common ground and a solution for any issues that might arise.
9.4 After reviewing the order placed with us and the complaint, we might authorize to send an item as a replacement and take the item already sent back. We will cover all the shipping costs in this specific case.
9.5 Never send an item back to us without having contacted us first. We cannot be held responsible for any issues that might arise due to items being sent back to us without prior notice.
10. DAMAGE GOODS DURING TRANSPORT
10.1 If a parcel shipped by us presents any signs of heavy damage, we kindly request you to refuse its collection and make a claim specifying the reason for the refusal. We will take care of it as soon as the item is back to us.
10.2 If a parcel shipped by us do not present any damage on the outside but the items inside are damaged, you must notify this to us as soon as possible. For complaints due to shipment damage we might approve claims automatically. As soon as your claim has been approved, a new product will be shipped to you asap. In the case the item is not longer in stock, you can choose to wait until the item gets restocked or to get a full reimbursement for the damage item plus the proportion of the postage (full postage will be reimbursed if a single item was contained in the order.)
11.1 Never send an item back to us without having contacted us first. We cannot be held responsible for any issues that might arise due to items being sent back to us without prior notice.
11.2 When buying products by mail order (online or otherwise), you are usually protected by the law, which grants you 14 days of money-back guarantee. This guarantee however does not apply to food goods, please note that tea is considered food despite being a beverage, therefore tea is excluded from the 14 day money-back guarantee period.
11.3 Teaware, tea apparel, tea tools, tea appliances, tea accessories can be returned within 14 days after the items have been received, as long as they are kept unopened and in their original packages. Only products (except tea) that are returned unopened in their original packages qualify for the 14 day money-back guarantee period.
11.4 In the even of an authorized refund, you will receive a full refund of the items ordered (once the items have been received back) minus the shipping costs, which you are responsible for.
11.5 Items cannot be returned after 14 days have past from the time of their delivery as per European e-commerce law.