Refund policy

Thank you for shopping with us. We strive to ensure every customer is satisfied with their purchase and receives products of the highest quality. This Return and Refund Policy explains the conditions under which returns are accepted, how refunds are processed, and what to expect during the evaluation and handling of your request. By placing an order with us, you acknowledge and agree to the terms described in this policy. If you have any questions, please contact us at shop@teawaretw.com.

Customers may request a return or refund if they are not fully satisfied with their purchase, provided that the request is made within the applicable return period, which is counted from the date the order is delivered to the shipping address. All return requests must be submitted by email to shop@teawaretw.com and must include the order number, customer name, reason for the return, and supporting photographs if the item is damaged or defective. We reserve the right to request additional documentation when necessary to properly evaluate the issue.

To qualify for a return, products must be in unused, undamaged, and resellable condition. This includes having all original components, protective materials, manuals, and packaging. Any item that shows signs of use, wear, alteration, or modification may be deemed ineligible for a refund. Customers are responsible for ensuring that returned items are packaged securely to prevent damage in transit; we cannot issue refunds for items that arrive damaged due to improper packaging. The customer is responsible for the cost of return shipping unless the product was incorrect, defective, or damaged when received.

Upon receiving the returned item, our team will perform a thorough inspection to verify compliance with this policy. The inspection process typically requires several business days, depending on product type and volume. After inspection, we will notify you by email regarding the approval or rejection of your refund. Approved refunds will be issued to the original payment method used at checkout. Refund processing times may vary depending on your financial institution, and delays in bank or credit card systems are outside our control. If a refund cannot be returned to the original payment method for technical or regulatory reasons, alternative solutions may be discussed with the customer.

Certain items are not eligible for returns or refunds under any circumstances. These include but are not limited to sale or discounted items, limited-edition items, custom-made or personalized products, perishable goods, gift cards, and items purchased through third-party resellers or unauthorized platforms. We also cannot accept returns requested beyond the stated return period. If a returned product is found to be ineligible after inspection, the customer may request the item to be shipped back at their own expense; otherwise, the product may be disposed of or recycled according to our internal policies.

If a shipment arrives visibly damaged, missing items, or containing incorrect products, customers are responsible for contacting us within a reasonable period after delivery and must include clear photos of the packaging and the items received. Claims submitted after the reasonable notification period may be difficult to verify and may therefore be rejected. In cases where the issue is confirmed to be our responsibility, we will provide replacement items, store credit, or a full refund without requiring the customer to cover return shipping costs.

We are not responsible for return packages lost in transit, delayed deliveries caused by carriers, customs fees, taxes, or any additional charges incurred during the return process. Customers should consider using a trackable shipping method when sending returns, as proof of delivery may be required for refund eligibility. If the customer refuses delivery of a package without prior authorization from our support team, any resulting fees, penalties, or return shipping costs may be deducted from the refund amount.

This policy may be updated or revised at any time to reflect changes in operational procedures, legal requirements, or business needs. The version of the policy in effect at the time of purchase will apply to that specific order. If any part of this policy is found to be invalid or unenforceable under applicable law, the remaining provisions will continue to be valid and enforceable to the fullest extent permitted.

For further questions regarding returns, refunds, or order-related concerns, please contact our customer support team at shop@teawaretw.com. We are committed to providing respectful and transparent communication and will do our best to assist you promptly.