Refund policy
Refund & Returns Policy
We want you to feel confident ordering from IMPRESSA TEA. If something is not right with your order, please contact us and we will do our best to resolve it.
30-Day Returns
In addition to your statutory rights, IMPRESSA TEA offers a voluntary 30-day return policy.
You may request a return within 30 days of receiving your order.
To qualify for a return under our voluntary 30-day return policy, the item must be:
• unused and unopened;
• in its original condition;
• in its original packaging; and
• accompanied by proof of purchase.
Tea, infusions and other consumable products must remain unopened and sealed to qualify for a change-of-mind return under our voluntary 30-day policy.
Our voluntary 30-day return policy is in addition to, and does not affect, any statutory rights available to you under applicable consumer law.
How to Start a Return
To request a return, please contact us at support@impressatea.com.
Please include:
• your order number;
• the item or items you would like to return; and
• the reason for your return.
If your return is accepted, we will provide return instructions and the appropriate return address by email.
Please do not send an item back before receiving return instructions from us. Sending a return to an incorrect address may delay the processing of your return.
Return Shipping Costs
For a change-of-mind return made under our voluntary 30-day return policy, you are responsible for the direct cost of returning the goods to us, unless applicable law requires otherwise.
We recommend using a tracked shipping service and keeping your proof of postage until your return has been completed.
Where you arrange the return shipping yourself for a change-of-mind return, you are responsible for the returned parcel until it reaches the return address provided by us.
If an item is faulty, damaged, incorrect, missing or otherwise not as described, please contact us before returning anything.
Where we are responsible for the issue, we will provide an appropriate remedy and, where required, arrange or reimburse reasonable return shipping costs.
Damaged, Faulty, Incorrect or Missing Items
Please inspect your order when it arrives.
If an item is damaged, defective, incorrect, missing or otherwise not as described, please contact us as soon as reasonably possible at support@impressatea.com.
Please provide:
• your order number;
• a description of the issue; and
• where reasonably possible, photographs showing the product, packaging and shipping label.
Once we have reviewed the issue, we will provide an appropriate remedy in accordance with your applicable consumer rights.
Depending on the circumstances, this may include a replacement, refund, repair or another appropriate solution.
In some cases, we may not require a damaged, faulty or incorrect item to be returned.
Nothing in this policy limits or affects your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods.
Tea and Consumable Products
Under our voluntary 30-day return policy, tea, infusions and other consumable products must remain unopened and sealed in order to qualify for a change-of-mind return.
We cannot accept opened tea, infusions or other consumable products under our voluntary change-of-mind return policy.
This restriction does not affect any statutory rights you may have if the product is faulty, damaged, incorrect, not as described or otherwise does not comply with applicable consumer law.
Certain statutory cancellation rights may also be excluded for particular categories of goods where permitted by law, including certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, and goods that are liable to deteriorate or expire rapidly.
Non-Returnable Items
Unless required by applicable law, the following items are excluded from our voluntary 30-day return policy:
• opened tea, infusions or other consumable products;
• personalised or custom-made products;
• gift cards;
• items that have been used or damaged after delivery; and
• items that are no longer in their original condition because of handling beyond what is reasonably necessary to inspect them.
These exclusions apply to our voluntary return policy only and do not remove any statutory rights that may apply.
If you are unsure whether an item is eligible for return, please contact us at support@impressatea.com before sending it back.
Sale and Promotional Items
Sale, discounted and promotional items remain covered by your applicable statutory consumer rights.
Unless clearly stated otherwise at the time of purchase, eligible sale and promotional items may also be returned under our voluntary 30-day return policy subject to the conditions set out above.
If a discounted or promotional item is faulty, damaged, incorrect or not as described, please contact us so that we can resolve the issue.
Exchanges
We do not currently offer direct exchanges.
If you would like a different product, you may return an eligible item in accordance with this policy and place a new order separately.
If you have received an incorrect, faulty or damaged item, please contact us before placing another order so that we can resolve the issue.
United Kingdom — Statutory Right to Cancel
If you are a consumer purchasing online in the United Kingdom, you normally have a statutory right to cancel an eligible distance-sale contract under the Consumer Contracts Regulations.
For most eligible goods, you may notify us that you wish to cancel within 14 days after receiving the goods.
You do not need to provide a reason for exercising an eligible statutory cancellation right.
After notifying us that you wish to cancel, you must return the eligible goods without undue delay and no later than 14 days after informing us of your decision to cancel.
To exercise your cancellation right, please contact: support@impressatea.com
Please include your order number and clearly state that you wish to cancel your order.
Unless we agree otherwise, or unless applicable law requires us to bear the cost, you will normally be responsible for the direct cost of returning goods following a change-of-mind statutory cancellation.
You may inspect and handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where permitted by law, we may make an appropriate deduction from your refund if the value of the goods has been reduced because of handling beyond what would reasonably be permitted when examining goods in a physical shop.
Certain goods may be excluded from statutory cancellation rights where permitted by law. This can include personalised goods, goods liable to deteriorate or expire rapidly, and certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.
Your statutory rights relating to faulty, damaged, incorrect or misdescribed goods are not affected by these cancellation exceptions.
Cancelling an Order Before Dispatch
If you wish to cancel or change an order before it has been dispatched, please contact us as soon as possible at support@impressatea.com.
We will do our best to accommodate your request.
However, we cannot guarantee that an order can be changed or cancelled once processing has begun.
If the order has already been dispatched, any applicable cancellation or return rights will be handled in accordance with this policy and your statutory rights.
Refunds
Once we receive an eligible return, we will inspect it and notify you whether the refund has been approved.
Approved refunds will normally be issued to the original payment method unless otherwise required by law or expressly agreed with you.
For returns made only under our voluntary 30-day return policy, we aim to process approved refunds promptly after the returned goods have been received and inspected.
For eligible UK statutory cancellations, any refund due will be made without undue delay and within the timeframe required by applicable law.
Where permitted by law, we may withhold a statutory cancellation refund until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
If you cancel an entire eligible order under your UK statutory cancellation rights, we will also refund the amount you paid for our standard delivery service.
If you selected a more expensive delivery option than our standard delivery service, we are not required to refund the additional amount above the cost of standard delivery unless applicable law requires otherwise.
Original delivery charges are not normally refundable for a return made solely under our voluntary 30-day return policy and outside any applicable statutory cancellation right, unless the goods were faulty, damaged, incorrect or not as described.
Once we have issued a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.
Refunds for Faulty or Misdescribed Goods
Your voluntary 30-day return period does not limit your statutory rights if goods are faulty, not as described or otherwise fail to meet applicable legal requirements.
Depending on the circumstances and applicable law, you may be entitled to a refund, repair, replacement, price reduction or another statutory remedy.
Please contact us at support@impressatea.com and we will assess the issue and provide the appropriate resolution.
Returns Received in an Unacceptable Condition
For voluntary change-of-mind returns, returned goods must meet the eligibility requirements set out in this policy.
If a returned item has been opened, used, damaged after delivery or otherwise does not meet the conditions of our voluntary return policy, we may decline the voluntary return.
For returns made under statutory rights, any deduction or refusal will only be made where permitted by applicable law.
Return Address
Please contact us before returning an item.
The appropriate return address and return instructions will be provided after your return request has been reviewed.
Do not send returns to our registered business address unless we specifically instruct you to do so.
Sending a return to an address other than the return address provided by us may result in processing delays.
Contact Us
If you have any questions regarding a return, refund, cancellation or damaged order, please contact:
IMPRESSA TEA