Returns & Refund Policy

Last Updated: 29/06/26

At Chai There, we want you to be delighted with your purchase. If something isn't right, we're here to help.

 

1. Returning Your Order

Under the Consumer Contracts Regulations, customers may cancel eligible online orders within 14 days of receiving their goods.

However, due to the nature of food products, certain items are exempt from cancellation rights once they have been opened or are no longer suitable for resale.

 

2. Food Products

For hygiene and food safety reasons, we cannot accept returns of:

Opened tea

Opened tea bags

Opened food products

Products where the protective packaging or seal has been broken

Unless:

The product is faulty

The product is damaged in transit

We have supplied the incorrect item

This does not affect your statutory rights.

 

3. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery.

Please include:

Your order number

A description of the issue

Photographs of the product and packaging where possible

We will investigate and, where appropriate, offer:

A replacement

A refund

A suitable alternative product

 

4. Returning Unopened Products

If you wish to return an unopened product, please contact us before returning your order.

Products must be:

Unopened

Unused

In their original condition

Returned within 14 days of notifying us

Customers are responsible for return postage unless the item is faulty or supplied in error.

 

5. Refunds

Once your returned goods have been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to the original payment method within 5–10 working days.

Delivery charges are refundable only where required by law or where the return results from our error.

 

6. Exchanges

We do not offer direct exchanges.

If you require a different product, please place a new order once your return has been processed.

 

7. Wholesale Orders

Wholesale orders are subject to separate trade terms.

Please inspect all wholesale deliveries immediately upon receipt and notify us of any shortages, damages or discrepancies within 48 hours.

 

8. Market Purchases

Products purchased from Chai There at markets or events may only be returned if they are faulty, damaged or not as described.

Please retain your proof of purchase where possible.

 

9. Contact Us

If you have any questions regarding returns or refunds, please contact us.

Email: info@chaithere.co.uk

Chai There

Flat 4, Beacons Court, Post Office Lane, Beaconsfield, Buckinghamshire, HP9 1AX