Refund policy

We have a 7-day return policy for non-EU customers, which means you have 7 days after receiving your item to request a return. Items must be shipped back within 7 days of inquiry.

For customers located in the European Union, the EU Right of Withdrawal section below applies to eligible purchases.



To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at teatime@tezumi.com. If your return is accepted, we’ll send you instructions on how and where to send your package. We cannot accept returns by phone or voicemail. 

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Items sent back to us without first requesting a return will not be accepted. Any costs incurred from parcels returned to sender are the responsibility of the buyer.

Tezumi does not provide printed return shipping labels by mail. All return labels must be downloaded, printed, and applied by the customer.

Restocking Fee: All returns are subject to a Restocking Fee equivalent to 15% of the item value, or the shipping costs incurred during the transaction, whichever is greater.

Return to Sender: Parcels that are Returned to Sender by a courier will not be refunded the shipping postage paid. Buyers are responsible for paying any additional costs of resending a parcel that has been Returned to Sender. Any courier fees charged for international parcels Returned to Sender will be borne by the Customer.

Return to Sender parcels will otherwise be treated as abandoned after 30 days. Tea products in the order will be forfeited, and other items are subject to our Restocking Fee equivalent to 15% of the item value. 


You can always contact us for any return question at teatime@tezumi.com.


Damages and issues

Please inspect your order immediately upon delivery and contact us within 7 days of receipt if the item is defective, damaged, or incorrect. Claims submitted after this window will not be eligible for review.

To be eligible for any damage or defect claim, clear photographs are required, including:

  • The damaged item
  • The interior product packaging
  • The exterior shipping box and shipping label

Failure to provide photos of the shipping box will render the claim ineligible, as this documentation is required for carrier and manufacturer insurance review.

In the rare event that teaware is damaged in transit, replacement is the default resolution when a replacement is available. We do not process refunds prior to receiving and inspecting the damaged item.

If a customer prefers a refund instead of a replacement:

  • A return of the damaged item is required
  • Refunds will be issued as store credit by default
  • Refunds to the original payment method are subject to our standard restocking fee to recover non-refundable transaction costs

Once either the product has been used, altered, or 7 days have elapsed after delivery, the buyer is deemed to have accepted the condition of the item.

We take no responsibility for parcels shipped to hotels, freight forwarders, or intermediary addresses. Once a parcel is delivered, we do not cover damage resulting from additional handling or transportation beyond the original delivery address.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food and tea), custom products (such as starter sets, special orders, or personalized items), and personal care goods (such as beauty products and incense). Please get in touch if you have questions or concerns about your specific item. 

We cannot accept returns on gift cards or brand new teaware that has been used.

Final Sale: Tea products are not eligible for returns due to food safety requirements. Starter sets, incense, kintsugi, and bamboo products are considered Final Sale and we do not accept returns, even if the product does not meet your preferences.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. It may take 1-2 weeks for returns to be processed after reaching our facility, and please remember it can take some time for your bank or credit card company to process and post the refund too.


EU Right of Withdrawal

This section applies only to consumers located in the European Union who purchase from Tezumi through our online store.

EU consumers have a statutory right to withdraw from eligible online purchases within 14 days after the day on which the consumer, or a third party designated by the consumer, receives the final item in the order.

To exercise the EU right of withdrawal, EU customers may use the withdrawal function available on our website, where provided, or contact us at teatime@tezumi.com with their name, order number, and a clear statement that they wish to withdraw from the purchase. We cannot accept withdrawal requests by phone or voicemail.

A withdrawal request must be submitted within the 14-day withdrawal period. After submitting a withdrawal request, the customer must return the eligible items without undue delay and no later than 14 days from the date they notified us of their withdrawal.

Returned items must be unused, in the same condition received, and in their original packaging. Customers are responsible for the direct cost of returning eligible items unless otherwise required by law.

Refunds for EU withdrawals

For eligible EU withdrawals, we will refund the price paid for the returned eligible items and the standard outbound delivery cost originally paid, where required by applicable EU law. If the customer selected a more expensive delivery method than our least expensive standard delivery option, the additional delivery cost will not be refunded.

Refunds for eligible EU withdrawals will be issued after we receive and inspect the returned items. We require receipt and inspection of the returned items to confirm eligibility, condition, completeness, or whether any deduction for diminished value.

Customers must provide courier tracking information for all EU withdrawal returns. Please allow up to 7 days after delivery to our facility for inspection and processing. If the returned item has been used, altered, damaged, incomplete, or handled beyond what is necessary to establish its nature, characteristics, and functioning, we may reduce the refund to account for diminished value where permitted by law. Returned parcels may be opened and documented by photo or video during inspection to verify the item’s condition, completeness, packaging, and eligibility for return.

We may reduce the refund if the returned item has been handled beyond what is necessary to establish its nature, characteristics, and functioning, or if the item is returned damaged, altered, used, incomplete, or not in its original condition.

Original import duties, customs fees, brokerage fees, local taxes assessed by customs authorities, and similar government or carrier charges are not collected by Tezumi and are not refundable by Tezumi.

EU withdrawal exclusions

The EU right of withdrawal does not apply to all products. The following items are not eligible for withdrawal, return, or refund where permitted by applicable law:

  • Tea, food, and other perishable goods
  • Goods that are liable to deteriorate or expire rapidly
  • Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed
  • Custom, special order, personalized, or made-to-order products
  • Starter sets, incense, kintsugi, bamboo products, and other items marked Final Sale, except where a statutory right cannot be excluded
  • Used teaware or any item that has been used, altered, or damaged after delivery
  • Gift cards

Tea products are final sale and cannot be returned due to food safety requirements.

Damaged, defective, or incorrect items for EU customers

The EU right of withdrawal is separate from any legal rights a customer may have for damaged, defective, or incorrect goods.

Please inspect your order immediately upon delivery and contact us as soon as possible if the item is defective, damaged, or incorrect. Clear photographs may be required, including photographs of the item, the interior product packaging, the exterior shipping box, and the shipping label.

In the rare event that teaware is damaged in transit, replacement is the default resolution when a replacement is available. We do not process refunds before receiving and inspecting the damaged item unless otherwise required by applicable law.

 

Related Policies:

Refund Policy: https://www.tezumi.com/policies/refund-policy
Shipping Policy: https://www.tezumi.com/policies/shipping-policy
Subscription Policy: https://www.tezumi.com/policies/subscription-policy
Terms of Service: https://www.tezumi.com/policies/terms-of-service