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Returns at a glance
- Change of mind: request a return within 14 calendar days; tea must remain sealed and teaware unused, subject to mandatory consumer rights.
- Before returning: contact help@orientaleaf.com for instructions and the return address. Use tracked shipping.
- Non-EU change-of-mind returns: the existing policy includes return postage, a 20% restocking fee and deduction of actual outbound shipping costs. Mandatory local rights take precedence.
- EU withdrawal: no restocking fee; see Section 3 for the applicable refund and return-postage terms.
- Wrong, damaged or defective item: contact us promptly with your order number and photographs; see Sections 5 and 9.
- Refund timing: we process approved refunds within 3 business days; your payment provider may take additional time.
Mandatory consumer rights: The change-of-mind conditions and fees below do not override statutory withdrawal or faulty-goods rights. Where an EU statutory withdrawal right applies, the 5% and 10% cancellation fees do not apply. The request to report damage or quality issues within 3 days helps us investigate promptly; it does not shorten mandatory legal claim periods.
We want you to be happy with every purchase from Orientaleaf. If you're not, here's how our return and refund process works. Please read this policy carefully before placing your order.
By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
Contact us: help@orientaleaf.com
1. General Return Conditions
These rules apply to all customers worldwide.
- You may request a return within 14 calendar days of receiving your order.
- You must contact us by email before sending anything back. We will confirm your return request and provide you with the return address. Packages returned without prior communication will not be accepted.
- Return shipments must be sent using a trackable shipping method. If you use an untraceable method and the package is lost in transit, we cannot take responsibility.
- Once we receive your returned item, we will inspect it. If the item shows any signs of damage, contamination, use, or incomplete packaging, we will decline the return and no refund will be issued.
Tea Products
- Must be completely unopened with the seal fully intact.
- Tea is a food product. Once opened, returns are not accepted for food safety reasons.
Teaware Products
- Must be unused and in brand-new condition.
- All labels must be intact and original packaging must be complete (including inner linings, protective materials, etc.).
Packages in Transit
If your package has already been shipped but you haven't received it yet and you want to cancel your order:
- Do not refuse delivery. The international shipping methods we use do not support returning packages to our warehouse mid-transit. If you refuse a delivery, the package cannot be returned to us, which means we will be unable to process a return or refund.
- The correct approach is: accept the delivery first, then contact us to start the return process. We will provide you with the return address and you can ship it back from there.
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Delivery Timeframe and Lost Package Protection: International delivery usually takes 7–25 business days, as described in our Shipping Policy. Carrier handover and tracking activation can take 1–5 days after the forwarder receives the parcel. If your tracking shows no movement for 20 consecutive days after the shipping confirmation, or if the carrier confirms the package is lost, please contact us. We will either reship your order or issue a full refund.
2. Returns for Non-EU Customers
If you are located outside the European Union, the following terms apply:
- All conditions in the General Return Conditions above must be met.
- Return shipping costs are your responsibility.
- A 20% restocking fee will be charged. This covers the actual costs of quality inspection, repackaging, relabeling, restocking, and payment processing fees.
- The actual outbound shipping cost we paid to send your order will be deducted from your refund. Please note that the shipping fee shown at checkout may have been partially subsidized by us and may not reflect the actual cost we paid to the carrier.
Your refund = Product price − 20% restocking fee − Actual outbound shipping cost
Return shipping is paid by you separately and is not included in the deductions above.
3. Returns for EU Customers
In accordance with the EU Consumer Rights Directive (2011/83/EU), consumers in the European Union have the right to withdraw from a purchase within 14 days of receiving their order, without providing any reason.
However, please note the following:
- Tea products are sealed goods that are not suitable for return due to health and hygiene reasons. Once the seal has been broken after delivery, the right of withdrawal no longer applies. Unopened tea products may be returned.
- Teaware must be unused, with labels intact and original packaging complete.
- Return shipping costs are your responsibility. A trackable shipping method is required.
- You must contact us before returning to obtain the return address.
- No restocking fee will be charged for EU customers.
- Your refund will include the product price and the shipping fee you paid at checkout.
4. Order Cancellations
We understand you may change your mind after placing an order. Cancellation fees depend on the current status of your order.
Whether an order has been shipped is determined by the shipping confirmation email sent by our system. The cancellation terms below are based on the current shipping status.
Before Shipment (You have NOT received a shipping confirmation email)
- You may cancel your order.
- A 5% fee will be deducted to cover payment processing fees that have already been incurred.
- The remaining amount will be refunded in full.
After Shipment, Before International Dispatch
You may cancel your order if the package has not yet been dispatched for international transport.
The cancellation cut-off is determined by the first tracking scan showing international dispatch. This typically appears on the tracking page (such as 17TRACK) as:
- "Handed over to airline" / "Received by carrier"
- "Dispatched from origin country/region"
- "En route to [destination country]"
- Or similar wording indicating the parcel has entered the international delivery network
Before this scan appears, you may request cancellation. A 10% fee will be deducted to cover payment processing fees, domestic shipping costs, labor, and packaging materials already used. The remaining amount will be refunded.
After International Dispatch
Once the tracking shows the parcel has been dispatched internationally, we can no longer recall or intercept it. At this stage cancellation is not available, but you are not without options: you retain the full 14-day return right described in Section 1 (General Return Conditions) after delivery.
Whether an order has been shipped is determined by the shipping confirmation email sent by our system.
5. Quality Issues
We inspect every item before it ships and pack everything with care to ensure it reaches you in good condition.
If you receive an item with a genuine quality issue (such as spoilage, wrong item shipped, etc.), please follow these steps:
- Contact us within 3 days of receiving the package.
- Provide photos or video evidence showing the issue with the product. Please include complete documentation: the outer packaging, the inner packaging, and the product itself — as outlined in our Shipping Policy.
- We will review the evidence you provide. If we confirm it is a quality issue, we will work with you to arrange a replacement or refund.
- If sufficient evidence cannot be provided to demonstrate that the product itself is defective, we may not be able to process your request.
The following are NOT considered quality issues:
- Tea material seepage on the packaging of aged Pu-erh, white tea, or Fu tea — this is a normal characteristic.
- White frost on the peel of aged Pu-erh mandarins (Xiao Qing Gan / Da Hong Gan) — this is a natural part of the aging process.
- Minor color differences between the product and website images — these are caused by photography lighting and screen display variations, and are not grounds for a return or refund.
6. Exchanges
We do not offer direct exchanges at this time. If you need a different item, the fastest way is to:
- Return the original item following the return process above.
- Place a new order for the item you want.
7. Refund Processing
- Once your return is approved, we will process your refund within 3 business days.
- Refunds will be returned to your original payment method.
- Your bank or credit card company may require additional time to process the refund (typically 5–10 business days).
- If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us.
8. Promo Codes
If you entered a wrong promo code at checkout, or forgot to apply one, please contact us. We'll do our best to help sort it out and minimize any inconvenience.
9. EU Consumer Legal Rights
Legal Guarantee
Where EU consumer law applies, eligible goods carry the applicable statutory legal guarantee, generally a minimum of two years. This covers goods that were faulty or not as described at delivery, subject to applicable national rules.
To make a claim under this guarantee, please contact info@orientaleaf.com as soon as the defect is discovered, with photographic evidence. Where a manufacturing defect is confirmed, we will offer repair, replacement, or refund as appropriate. For a valid statutory guarantee claim, necessary repair or replacement costs, including required return shipping, are not charged to the consumer. Contact us before sending an item so we can agree the appropriate return arrangements.
For ceramic and teaware products, the guarantee covers manufacturing defects present at the time of delivery only. Damage caused during transit is not covered under this guarantee — if your order arrives damaged, please photograph the item and contact us within 3 days of receipt.
Dispute Resolution
For complaints or disputes, please contact us first at info@orientaleaf.com. The former European ODR platform has closed. Information about consumer dispute-resolution bodies is available from the European Commission.
10. Additional Notes
- "Actual shipping cost" referred to in this policy means the real amount we paid to the carrier, which may be higher than the shipping fee you paid at checkout (as we may have subsidized part of the cost).
- All return and refund communications are documented via email, and email records serve as the basis for all proceedings.
- Nothing in this policy limits mandatory consumer rights under applicable law.
Questions? We're always here to help — help@orientaleaf.com