TEA MATE Returns Policy
We want you to be stoked with your TEA MATE order, so if you aren't happy with your purchase, you are welcome to return your order to us within 30 days of purchase, provided it is in its original saleable condition and unopened. Upon inspection of the returned order, you can expect a refund to your credit card 7 to 14 days after we receive your return. It may take up to 30 days to be visible on your credit card statement.
Please note that we do not cover the cost to return these items to us.
Do you have a 30 Day Return Policy?
Our policy lasts 30 days from purchase. If 30 days have gone by since your purchase date, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Digital Products, as you access them via logging in, cannot be returned.
Due to the nature of many TEA MATE Tea's and products being consumables, we do not accept products for return that have been opened, used or are out of the packaging.
What is the TEA MATE return shipping policy?
You will be responsible for paying for your own shipping costs for returning your tea item. Shipping costs are non-refundable. If you are shipping a Tea item over $75, you should consider using a trackable shipping service or purchasing shipping insurance for your tea order. We don’t guarantee that we will receive your returned item.
How do I return a TEA MATE order?
To request a return please send an email to email@example.com with why you would like your return (we love feedback so please don't hold back) and to help speed up your return, the following information:
- Your name
- Your TEA MATE order number
- List of the item(s) you are returning
- Reason for your return
We will get back to you within 3 business days to help you arrange the return.
Where do I send my return?
Send your order, together with your Return Number to Tea Mate's HQ in Cabarita Beach, NSW, Australia:
TEA MATE Australia Pty Ltd
[Re: Privacy Compliance Officer]
Unit 15, 79 Tweed Coast Road, Bogangar,
(ONLY RETURN ITEMS ONCE APPROVED BY TEA MATE STAFF)
It can take up to 21 days for returns to arrive at TEA MATE's HQ. TEA MATE takes no responsibility for missing return deliveries. We encourage you to return your item(s) via registered or trackable post.
I used a promo code on my order, will this affect my return?For any promotion that requires you meet a minimum spend to obtain the promotion, your tea order must remain above this minimum spend even after returns are processed, in order to maintain the promotion.
If after the return your minimum spend is not met, typically you will not be eligible for the discount, free shipping or may be charged for any promotional products not returned. Whatever scenario, we will find the best solution together.
Received the wrong Tea Mate or faulty goods?Spray. If you think we've sent you the wrong order or you believe the items are faulty or have been tampered with, we ask that you send an email to firstname.lastname@example.org with the following information:
- Your name
- Your TEA MATE order number
- List of the item(s) in question
- Image of the order received and any additional information
We will get back to you within 1-3 business days with next steps.
Can I return Tea Mate products online that I purchased in store?
Unfortunately you will need to request a return from the place of purchase.
TEA MATE Refunds, If Applicable
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If we have advised of a refund and it has been more that 7 days since we confirmed the refund, please contact your credit card company and your bank, as it may take some time before your refund is officially accepted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
TEA MATE Australia Pty Ltd. Tangible Product Refund Policy
Additional non-returnable items:
- All open tea containers.
- Any complementary samples or gifts.
- Shipping is non-refundable.
- Tea that has been opened or consumed.
TEA MATE Late Or Missing Refunds, If Applicable
If you haven’t received a refund yet, it may be processing with your bank and can take up to 30 days from payment to show up in your account. Please first check your bank account again in a few days time after we email you with word we have paid. There is often some processing time before a refund is posted.
Please contact us if you hit any snags and we will be happy to assist.
TEA MATE Exchanges, If Applicable
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org detailing us of the defect (with photos). We will then advise you on the next step. Once approved for a replacement, you will need to send your item to TEA MATE HQ.
Depending on where you live and any delays with couriers, the time it may take for your exchanged product to be returned, processed for exchange, accepted and then your exchange shipped out to you may vary. Usually this turn around is within a 3-6 week window.
TEA MATE Australia Pty Ltd. Order Cancellations Policy
Sending an email to cancel an order does not guarantee your order will be cancelled before shipping, regardless of when the email is sent.
Please note, if your order has shipped, we cannot cancel the order until the product is returned. Our order fulfilment companies, shipments/couriers and our customer service team are all in different time zones. Therefore, orders are automated to process and ship out.