Refund and Return Policy – ArtisanThai.com

Date d'entrée en vigueur : 24 septembre 2023
Dernière mise à jour : March 31, 2026

Introduction

This Refund and Return Policy explains when and how customers of ArtisanThai.com may request a return, refund, replacement, or other resolution for orders placed directly on our website.

This policy is intended to be clear and transparent. Nothing in this policy limits any rights you may have under applicable consumer protection law.

Scope of This Policy

This policy applies to tea and related products purchased directly from ArtisanThai.com.

It does not apply to purchases made through third-party marketplaces, resellers, or other third-party sales channels, which may be subject to separate policies.

If mandatory consumer rights apply in your country of residence, those rights will apply in addition to this policy.

Statutory Cancellation Rights

For customers in the United Kingdom and other locations where distance-selling or similar consumer laws apply, you may have a legal right to cancel certain online purchases within 14 days of delivery without giving a reason, subject to any legal exceptions.

Where those rights apply, this policy does not limit them.

General Eligibility

To be considered for a refund, replacement, or other resolution under this policy, the following general conditions usually apply:

The order was placed directly on ArtisanThai.com.
You contact us within the relevant timeframe described below.
You provide reasonably requested information, such as your order number, photos, and a description of the issue where applicable.
The issue falls within one of the situations covered by this policy or by applicable law.

Any voluntary refund or return offered under this policy is subject to review in line with the circumstances of the order and this policy.

30-Day Money-Back Guarantee for Eligible Retail Orders

For eligible retail orders, we offer a 30-day money-back guarantee from the delivery date shown in tracking, in addition to any mandatory statutory rights that may apply.

You must contact us within 30 days of delivery.
The product must be unopened, unused, and in its original packaging.
This voluntary guarantee does not apply to bulk or wholesale-style quantities described below.
Unless required otherwise by applicable law, the customer is responsible for return shipping costs under this voluntary guarantee.

If a return is approved under this voluntary guarantee, we will normally refund the product price to the original payment method, subject to any deductions clearly permitted under this policy and applicable law.

Items and Orders Generally Not Eligible for Return

Except where required by applicable law, the following are generally not eligible for return or refund under our voluntary policy:

Opened or used tea products.
Products damaged after delivery due to storage, handling, or misuse by the customer.
Bulk or wholesale-style quantities, including high-volume teabag packs or equivalent bulk quantities.
Orders refused, unclaimed, or returned because of an incorrect or incomplete address provided at checkout.

Where mandatory consumer law gives you cancellation or refund rights, those rights will still apply to the extent required by law.

Eligible Reasons for Refunds or Replacements

1. Damaged or Defective Products

If your order arrives damaged or appears defective, please contact us within 7 days of delivery.

Required information: Order number, clear photos of the packaging and product, and a brief description of the issue.
Possible resolutions: Replacement, partial refund, full refund, or another appropriate solution depending on the circumstances.

2. Wrong Item Received

If you receive the wrong item or an incorrect quantity, please contact us within 7 days of delivery.

Required information: Order number, photos of the items received, and packing slip if available.
Possible resolutions: Replacement, correction of the order, partial refund, or another appropriate solution.

3. Package Lost in Transit

If tracking shows no movement for an extended period or the carrier confirms loss, please contact us so we can investigate.

Suggested timeframe: Contact us within a reasonable time after the expected delivery date and, where applicable, within the carrier’s claim period.
Possible resolutions: Replacement shipment, refund, or another appropriate solution depending on the outcome of the carrier investigation.

Shipping and Address Issues

1. Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a parcel is returned because the address provided was incorrect, incomplete, or undeliverable, we may either reship the order after additional shipping costs are paid or issue a refund minus the actual shipping costs and related carrier charges incurred, where permitted by applicable law.

2. Unclaimed or Refused Packages

If a parcel is refused or not collected and is returned to us, we may either reship the order after additional shipping costs are paid or refund the order amount minus actual shipping, return, and handling costs incurred, where permitted by applicable law.

If the carrier destroys or disposes of the parcel because it was unclaimed, refused, or not cleared under local rules, a refund may not be available unless required by law.

3. Split Shipments

Some orders may be shipped in more than one parcel, which means items from the same order may arrive on different dates.

Where applicable, each parcel may have its own tracking number.

Customs Duties, Taxes, and Import Rules

Customers are responsible for checking their local import rules for tea and related products before ordering.

Any customs duties, taxes, import charges, or clearance fees are the customer’s responsibility unless clearly stated otherwise at checkout.
If a shipment is seized, rejected, destroyed, or delayed because of local import restrictions or customer non-compliance, a refund may not be available unless required by applicable law.

How to Request a Return or Refund

In some cases, we may ask you to return the product before a refund or replacement is issued.

Returns must be authorised by our customer support team in advance.
Return instructions may vary depending on the country and the issue reported.
Please provide your order number, the email address used at checkout, and clear photos where relevant.

We do not charge a restocking fee on eligible authorised returns unless clearly stated otherwise and permitted by law. However, original shipping costs and non-recoverable carrier or import charges may be deducted where this policy and applicable law allow it.

Refund Method and Timing

Approved refunds are generally made to the original payment method used for the order, unless another method is agreed or required by law.
We will notify you once the refund has been processed on our side.
The time it takes for funds to appear in your account depends on your payment provider, bank, or card issuer.

Chargebacks and Disputes

If you have a problem with your order, please contact us first so we can review the issue and try to resolve it.

This does not affect any rights you may have to raise a dispute with your payment provider, bank, card issuer, or under applicable consumer law.

If a payment dispute or chargeback is opened, we may provide order records, tracking information, and correspondence to the relevant payment provider so the dispute can be reviewed.

Where misuse or clearly fraudulent conduct is identified, we may take reasonable steps to protect our business, including refusing future orders.

Fraud Prevention

We use reasonable fraud-prevention and order-review measures to help protect our customers and business.

Orders that appear fraudulent or high-risk may be delayed, reviewed, or cancelled.

Data Protection and Privacy

Personal information used in connection with returns, refunds, disputes, or fraud checks is handled in accordance with our Privacy Policy.

Policy Acknowledgment

This policy is made available on our website for customers to review before placing an order.

Where our checkout asks you to confirm that you have read or accepted our terms or policies, that confirmation does not limit any rights you may have under applicable consumer law.

Informations sur le contact

If you have questions about this Refund and Return Policy or would like to request a return, refund, or replacement, please contact us through our contact page or the support options shown on our website.