Returns
If your tea is unopened and in its original packaging, we offer a voluntary 30-day return from the date of delivery, wherever you are in the world.
If you'd like to return an item, you can start a return through your order page where available, or contact us and we'll help. Please don't send anything back until you've received return instructions.
If something's not right with your order, whether it's damaged packaging, the wrong item or anything else, let us know and we'll work with you to resolve it as quickly as possible.
You can cancel an order at no cost any time before it's dispatched. If your order hasn't yet been fulfilled, simply contact us and we'll cancel it.
For change-of-mind returns, return shipping is at your expense. If an item arrives damaged, faulty or isn't what you ordered, we'll reimburse the reasonable cost of return shipping, or provide a prepaid return label where practical, and refund you in full, including the original delivery cost.
This 30-day policy is offered in addition to any statutory rights you have under the law of your country of residence. Where those rights give you more than this policy does, they apply. See below for the markets where that's the case.
European Union, EEA (Norway, Iceland, Liechtenstein) and United Kingdom
You have a statutory right to cancel your order within 14 days of delivery, for any reason, without needing to explain why. This applies whether or not you've opened the tea.
To cancel, you can use our online cancellation option where available, email us, use the model cancellation form below, or send any other clear written statement within 14 days of receiving your order.
We'll refund the price you paid plus the cost of our standard outbound delivery service within 14 days. Where the law allows, we may wait until we've received the goods back or you've provided evidence that you've sent them, whichever happens first.
You're responsible for the cost of returning the goods unless they arrived damaged, faulty or not as described. We may make a deduction from your refund if the goods have been handled more than necessary to establish their nature, characteristics and functioning. Opening the packaging to inspect the tea is fine. Consuming a significant portion of it is not.
This right applies in addition to, and does not replace, the voluntary 30-day return above.
Switzerland
Swiss law doesn't provide a general right to cancel a distance-sale purchase like this one. Our voluntary 30-day return policy above applies in full to Swiss orders.
United States and Canada
US and Canadian law doesn't generally require a change-of-mind cancellation right for purchases like this. Our voluntary 30-day return policy above applies in full.
Australia and New Zealand
Australian and New Zealand law doesn't require us to offer a change-of-mind refund, and our voluntary 30-day return policy is offered in addition to those laws. Separately, you may be entitled to a repair, replacement, refund or other remedy if your tea arrives faulty, isn't fit for purpose or isn't as described. Nothing in this policy limits those rights.
Singapore
Singapore law doesn't require a change-of-mind cancellation right for this kind of purchase. Our voluntary 30-day return policy above applies in full. Nothing in this policy limits any rights you have under applicable Singapore consumer law.
Japan
Japanese law doesn't require a general cooling-off right for mail-order purchases like this, provided our return policy is clearly disclosed. Our voluntary 30-day return policy above applies in full to orders shipped to Japan.
South Korea
You have a statutory right to cancel within 7 days of delivery, for any reason. This applies whether or not you've opened the tea. If you notify us within that period, we'll arrange the return and process your refund in accordance with Korean consumer law.
Taiwan
You have a statutory right to cancel within 7 days of delivery, for any reason, whether or not you've opened the tea. Let us know within that period and we'll arrange the return.
Once we receive the tea back, we'll process your refund within 15 days.
Hong Kong
As our home market, Hong Kong law doesn't require a cooling-off or change-of-mind return right. Our voluntary 30-day return policy above applies in full.
Refunds
We'll process your refund within 14 days of receiving the returned item, or proof that it's on its way where applicable. Refunds are made to your original payment method. Your bank or payment provider may take a few additional business days to complete the refund. If it's been longer than that, please get in touch.
Your statutory rights
Nothing in this policy limits or replaces any mandatory consumer protection rights you have under the law of your country of residence.
Model cancellation form (EU, EEA and UK customers)
You don't have to use this form. A clear email works just as well if you'd like to cancel your order.
To:
Purring Lotus
hello@purringlotus.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Description of goods
____________________________________________________________
____________________________________________________________
Order number
____________________________________________________________
Ordered on / received on
____________________________________________________________
Customer name
____________________________________________________________
Customer address
____________________________________________________________
Customer signature
____________________________________________________________
Date
____________________________________________________________
Get in touch
Purring Lotus14/F Hill Lodge
1 Lok Fung Path
Fo Tan
New Territories
Hong Kong