Refund Policy | Chai Collective
At Chai Collective, we want to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with your order, we’re here to help. Please review our refund policy below for detailed information.
1. Tea Products
For hygiene and quality control reasons, we cannot accept returns on tea. All tea packets are sealed with tamper-evident seals, ensuring the freshness and safety of each product.
If you’re not satisfied with your tea for any reason, we encourage you to donate it to a friend who enjoys tea. We welcome any feedback you may have to help us improve our products and service. Our tea is blended in small batches and regularly tested for optimum quality. To maintain the freshness, we recommend storing your tea in an airtight container, in a cool, dark place away from direct sunlight.
2. Non-Tea Products
If you are not satisfied with a non-tea product for any reason, you can request a refund, exchange, or store credit. Please contact us within 7 days of delivery to initiate a return. The item must be in its original condition and packaging.
3. How to Request a Refund, Exchange, or Store Credit
To request a refund, exchange, or store credit, please email us at info@chaicollective.com.au within 7 days of receiving your order. Include the following details in your email:
- Your order number.
- A description of the issue with the product (e.g., damaged, defective, or unsatisfactory).
- Any supporting photos, if applicable.
Once we receive your request, we will review it and respond within 2-3 business days.
4. Refund Process
Once your return request is approved, please allow 5-10 business days for your refund to be processed to your original payment method. If you are requesting an exchange or store credit, we will notify you when your new item is ready for dispatch.
5. Shipping Costs
Shipping fees are non-refundable unless the return is due to an error on our part (e.g., incorrect or damaged items). You will be responsible for covering the cost of return shipping, unless the return is a result of our mistake.
6. Damaged or Faulty Items
If your item arrives damaged or defective, please contact us within 7 days of delivery. We will either issue a full refund or provide a replacement, depending on your preference and product availability. Please retain the damaged packaging and product for evidence if possible.
7. Sale or Discounted Items
Items purchased on sale or at a discount may be eligible for exchange or store credit only, but not for a refund. If you would prefer an exchange or store credit, please contact us within 7 days of receiving your order.
8. Change of Mind
If you simply change your mind about a non-tea product, we will gladly offer an exchange or store credit, but no refund will be provided unless the product is defective. Please contact us as soon as possible to discuss your options.
9. Return Shipping Costs
Unless the return is due to our error, you will be responsible for covering the return shipping costs. We recommend using a tracked shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Our Promise to You
We are committed to resolving any issues that may arise during your shopping experience. Customer feedback is incredibly important to us, and we will always do our best to ensure your satisfaction. If something doesn’t go to plan, please reach out, and we’ll work with you to find a solution.
Contact Us
If you have any questions or need assistance, please contact us at info@chaicollective.com.au. We're happy to help!