Return & Exchange Policy

1. Consumable Products (Tea & Edibles)

For hygiene and quality reasons, tea and other consumable products are not eligible for return or exchange once they have been opened or used.

If you receive a consumable product that is:

  • Damaged during transit
  • Incorrectly fulfilled
  • Defective upon arrival

Please contact us within 48 hours of delivery so we can assess and resolve the issue.

 

2. Non-Consumable Products (Teaware & Accessories)

Non-consumable items such as teaware, utensils, and accessories may be eligible for return or exchange under the following conditions:

  • Item is unused, unwashed, and in original condition
  • Original packaging is intact
  • Return request is made within 7 days of delivery

Returned items that do not meet these conditions may not be accepted.

 

3. Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please email us within 48 hours of delivery with:

  • Your order number
  • Clear photos of the outer packaging and affected items

Once verified, we will offer a replacement, exchange, or store credit, depending on the situation and stock availability.

 

4. Exchange Process

To request an exchange:

  1. Contact us at email / whatsapp within the eligible return period
  2. Provide your order number and reason for exchange
  3. Wait for confirmation and return instructions from our team

Exchanges are subject to product availability. If the requested item is unavailable, we may offer store credit or an alternative product.

 

5. Return Shipping Costs
  • Return shipping costs are borne by the customer, unless the return is due to an error or defect on our part
  • Original shipping fees are non-refundable

We recommend using a trackable shipping method, as Tea Heaven Asia is not responsible for lost return parcels.

 

6. Refunds & Store Credit

Approved refunds or store credits will be processed after we receive and inspect the returned item.

  • Refunds will be issued to the original payment method where applicable
  • Store credits may be offered at our discretion for certain cases

Processing time may take 5–10 business days, depending on your payment provider.

 

7. Items Not Eligible for Return or Exchange

The following items are not eligible:

  • Opened or used consumable products
  • Sale or clearance items
  • Custom, bespoke, or private-label orders
  • Gift cards

 

8. B2B & Wholesale Orders

All B2B, wholesale, private label, and custom orders are final and non-returnable, unless there is a confirmed defect or fulfillment error upon arrival.

Claims must be submitted within 48 hours of delivery.

 

9. Contact Us

For any return or exchange inquiries, please contact:

Tea Heaven Asia

Whatsapp: +62895406453366
Email: sales@teaheavenasia.com
Website: www.teaheavenasia.com