Returns and Refund Policy

Please contact us first if you have any issues or concerns with your delivery, even though our policy is stated here – we will do our utmost best to work with you to rectify any problems that may have. We rarely have returns due to our quality of service and quality control processes.

Orders All items will be shipped by Royal Mail or another chosen courier.

For UK customers, we offer free delivery on all orders above £40.00 and charge £3.75 for Royal Mail 48 Hour Tracked shipping on all other orders.

You can upgrade to Royal Mail 24-Hour Tracked or Next Day Courier.

For International customers, delivery fees for international orders vary based on the destination and size of the order, beginning from a minimum of £8.50. Standard deliveries by Royal Mail can take between 1 to 5 days.

For Express delivery options, please contact us to request a quote after placing your order, you may see an option within the shipping for express delivery.

Significant info for all international orders

All parcels are sent directly from us here in the UK, so some international orders might be subject to Customs Duty and local taxes. From the 1st January 2021, if your parcel is being delivered to any EU country, it may be liable for Custom Duty and Local Taxes.

These fees are the responsibility of the purchaser.

Delivery Times

Standard orders are usually dispatched the same day for orders received before 2pm on a working day or by the following working day for all orders received after 2pm.

If the item is out of stock, we will let you know and provide a full refund or hold your order until the item is back in stock. If the item is out of stock or bespoke, we will advise you of the approximate delivery date at the time of order.

Delays

While we anticipate our delivery partners to deliver within the stipulated time frames, sometimes the delivery of your goods may be delayed by circumstances outside our control.

Hence, please allow at least 3 to 5 working days for domestic and 10 to 20 days for international deliveries before initiating any investigation. If we are unable to deliver the goods or to have them ready for collection within the original approximate timeframe, we will notify you of the delay and new timeframe as soon as possible.

If you cannot wait for the goods, you must inform us of cancellation from the person who placed the order within 7 calendar days of you receiving notification about the delay. If we receive your notice of cancellation within this 7 day period, we will provide you with a full refund.

Botanical Teas cannot accept any liability for any losses you incur (including loss of earnings) or for compensation for perceived inconvenience that may be suffered due to any delay.

Check for damages

Please notify us of obvious defects that are apparent on the first inspection of the goods, such as missing contents or damaged packaging, within 3 days of delivery, if you notice damages when accepting the package from the courier and wish to return it, please do this when the courier is still with you.

For other defects, please notify us as soon as you discover those defects and at the latest within 3 days of delivery. You agree that we (or our appointed agents) may examine and test any goods that are claimed to be defective to identify whether those defects are our responsibility. Where defective goods are exchanged, you must send the defective goods back to us. Also, please note that you may have to wait for replacement goods that are non-stock items or are part of the tea customiser/bespoke range.

When we are satisfied that the goods are faulty you will be offered a replacement or a full refund of the original purchase price.

Nothing in this section affects your statutory rights as a consumer. Returns If you are unhappy with a product for any reason then you must let us know within 14 working days of the day after the date the product was delivered to you, and we will process a full refund including postage if levied. You must also return it to us within 30 days in perfect condition, in its original packaging and with proof of purchase.

Please note that personalised items such as labels, engraved products etc can only be returned or exchanged if faulty. Unless the goods delivered were incorrect or faulty, you will be responsible for the cost of returning the goods to us.

You will remain responsible for all returned goods until they reach us. We strongly advise that a proof of postage certificate should be obtained when returning any part of your order. Certificate of postage are available free of charge from the post office.

If you do not return the goods within 30 days of cancellation, then you will be deemed to have re-ordered the goods at the price you originally paid for them. Returns and exchanges will be processed as soon as possible after arrival and in any event within no more than 30 days of the day of arrival. Please note your right to return products does not apply to bespoke and made-to-order items. This does not affect your statutory rights.

Refunds

To obtain a refund the goods must be in the same condition in which you received them, and you must take the responsibility of sending them back to us. The original packaging must be unopened and undamaged in a resalable condition. If you do so, we will be happy to provide a refund for the original price of the item or send you an exchange.