Refund Policy
If you are not completely satisfied with any item purchased, orders can be cancelled at any time within 14 working days from the date of purchase*. However, certain purchases cannot be cancelled or refunded, these include:
(a) Products that have been clearly personalised.
(b) Products that are perishable or have been opened, including all teas, infusions and food products.
(c) Any products that have been purchased at a discounted sale price.
(d) Gift certificates.
*Please note that Saturdays, Sundays and public holidays are not included in working days.
Products must be returned at your own expense. Please ensure that the product is returned in the same condition they were purchased in. Due to safety and hygiene reasons, we reserve the right to refuse the return of products opened, damaged or missing any tags or documents. All cancellations will be refunded within 30 days from the date of notification. If you would like to cancel your order, you must immediately notify us in writing at customerservices@londonteaexchange.co.uk
Returns of Damaged Goods
London Tea Exchange will do their utmost to provide high quality goods. However, on occasion, items may need to be returned. Upon receipt of damaged or faulty products, please notify us immediately via email along with a brief description. On return, the item will be examined and decided whether it is eligible for a replacement. Returns and refunds are governed by the following clauses:
1.1 For goods received which do not match those that you ordered, you should inform us within 2 working days. You will be given the option to have the goods replaced with those ordered, (if available), or to be refunded through the payment method used by you when the goods were purchased. Replacements will be issued upon our receipt of the returned goods. Goods must be returned in their original condition with all packaging and documentation. The original packaging does not need to be unopened. Refunds will be issued no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.
1.2 For any products damaged in transit and the damage is apparent on delivery, you should specify on the delivery note that the goods have been damaged. To return the damaged goods, please contact us within 24 hours. London Tea Exchange takes responsibility for paying shipment costs. You will be given the option to have the goods replaced or to be refunded through the payment method used by you when purchasing the goods. Replacements will be issued upon our receipt of the returned goods. Refunds will be issued no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.
We request that if goods appear substantially damaged on delivery then customers should refuse the goods and sign the courier manifest as damaged on delivery, ‘item refused’. In the instance the goods appear superficially damaged (i.e. the packaging looks damaged), please accept the goods and sign the courier manifest as ‘damaged on delivery’.
Please be aware that we may request photographs of the item(s) in question so we can assess the fault/damage and proceed to investigate the matter with the courier and packing service.
Returns Address
All authorised returns should be sent to the following address:
London Tea Exchange
54B Whalebone Lane South, Dagenham
Essex RM8 1BB
Notices
Notices required in writing should be sent to
London Tea Exchange,
54B Whalebone Lane South,
Dagenham, Essex RM8 1BB
or via email at customerservices@londonteaexchange.co.uk.
If we need to notify you of anything, we will do so by posting to the e-mail or postal address you provide during the order process. Notices will be deemed ‘received’ 24 hours after the e-mail is sent or three days after the date of posting.