Refund policy

Quick facts

Summary only; the numbered points below prevail.

Cancelling (your reasons) Not yet in preparation (including night-window orders): order total, less the PayPal/Shopify Payments processing fee (in full for other payment methods). In preparation, no tracking number: 85% of the product amount (90% for other payment methods), plus shipping in full. After a tracking number is issued: 70% of the product amount (75% for other payment methods); shipping not refunded. (point 1, point 2).
Product problems Wrong, damaged, defective or lost: full refund, no deductions. Report damage, defects or quality problems within 7 days of delivery, with photos and an unboxing video (point 4).
Taste A difference in taste preference is not a defect and not a ground for return (quality).
EU/UK consumers 14-day right of withdrawal; sealed tea only if unopened (EU/UK).
Refund timing Within 5 business days of approval, to the original payment method (processing).

Contents

Return Policy

Tea selection and satisfaction

We recognize that tea, particularly aged Puerh tea, is a unique and personal choice. We understand that preferences vary significantly from person to person. While we cannot guarantee that every tea will align with individual tastes and storage preferences, we are committed to guiding you in your selection.

We encourage you to communicate your preferences and concerns regarding tea, teawares, and delivery before placing your order. Additionally, we offer sample options for each tea variety to provide an opportunity for trial before purchase.

Damage during transit

In the event of receiving a product that is damaged or in poor condition due to transportation risks, please contact us as soon as possible, and in any case within 7 days of delivery (see point 4 below), via social media or email, with photos of the damage and an unboxing video (see point 4).

We are dedicated to addressing and resolving such issues responsibly: damage caused in transit is handled as a product-reason case under point 4 below.

Parcels that arrive visibly damaged or tampered with

If your parcel arrives severely deformed or crushed, soaked through, burnt, or showing clear signs of having been opened in transit, please do not open it straight away. Instead:

  1. Report the condition to your local post office or the delivering carrier and have a claim (complaint) recorded before opening the parcel.
  2. Open the parcel while recording a video.
  3. If the contents are damaged, confirm the claim with your local post office or carrier.
  4. Contact us with the claim reference number and the video: we will file a matching claim with our carrier and press them to follow it up.

Our carrier can only pursue a damage claim once the local carrier's claim reference number exists. If a visibly damaged or tampered-with parcel is opened without a claim being recorded and without video evidence, it may no longer be possible to prove when or how the damage occurred, and we may need additional evidence to process your claim — so please follow the steps above before opening it.

Authenticity

We guarantee that every product we sell is genuine. This guarantee is based on our sourcing, reputation and expertise.

We do not accept return or refund requests based on doubts, opinions, taste, appearance comparisons or third-party claims about authenticity.

An authenticity claim will only be considered if both of the following apply:

  • it is supported by a written verification issued by the brand owner (e.g. the official manufacturer) for the specific item received, and
  • the item is returned to us unopened and unaltered for inspection.

Quality assurance

Each product is carefully inspected before dispatch. We photograph your items before dispatch and send the photos with your tracking number where possible. Our goal is to ensure a satisfying shopping experience for every customer.

Refund Policy — Cancellation and Refund Policy

Cancellation reasons

  • Customer's reasons: a cancellation is treated as being for the customer’s reasons when it results from a change of mind, an ordering mistake, finding the product elsewhere, or delivery-time concerns — anything not related to the product itself.
  • Product reasons: it is treated as being for product reasons when we sent the wrong item, the item arrived damaged or defective, or the parcel was lost in transit.

1. Cancellation before a tracking number is issued

If you ask to cancel before a tracking number has been issued, the refund for cancellations for the customer’s reasons depends on the order time, the cancellation time and, where stated below, whether we had started preparing your order (for example, weighing, packing or photographing your items) at the cancellation time.

Definitions.

  • Order time: the time your order is placed as recorded by our store system.
  • Cancellation time: the time your written cancellation request (by email to john@kingteamall.com or a written message through our store's contact channels) reaches us.
  • Both are measured in Hong Kong time (HKT, UTC+8).
  • “Payment provider” means PayPal or Shopify Payments, and “other payment method” means any payment method other than PayPal or Shopify Payments (for example bank transfer, Wise, ACH, Western Union, WeChat Pay, Alipay or cryptocurrency). These definitions apply throughout this policy.

(a) Order not yet in preparation. This tier applies, provided no tracking number has been issued, in either of these cases:

  • (i) Night-order guarantee: your order was placed between 7:00 PM and 7:00 AM HKT and your cancellation request reaches us within the same overnight period, i.e. before 7:00 AM HKT on the morning immediately following the order time (a request received in any later overnight period does not qualify). This tier then always applies, whatever the preparation status.
  • (ii) In all other cases: we had not started preparing your order at the cancellation time.

The preparation status at the cancellation time is determined by our order-processing records, and we will confirm it to you when we reply to your request.

(b) Order already in preparation. This tier applies if no tracking number has been issued, the night-order guarantee in point 1(a)(i) does not apply, and our order-processing records show that we had already started preparing your order at the cancellation time.

Tier (customer's reasons) Payment provider (PayPal or Shopify Payments) Other payment method
1(a) Not yet in preparation Order total, less only the payment processing fee charged by the payment provider, as shown on the transaction, which is not collected or retained by us and cannot be returned Order total in full
1(b) Already in preparation 85% of the product amount (the items subtotal, excluding shipping), and the shipping fee in full, as it has not yet been paid to the carrier 90% of the product amount, plus the shipping fee in full

Under 1(b), the retained 15% of the product amount covers the labour already spent preparing your order and the payment processing fee.

Product reasons: for cancellations for product reasons, we will refund the full order total, including the shipping fee and any payment processing fee that the payment provider does not return, which we bear ourselves.

2. Cancellation after a tracking number has been issued

Once a tracking number has been issued, the shipping fee has been paid to the carrier and is non-refundable.

Stage (customer's reasons) Payment provider Other payment method When refunded
(a) Parcel not yet visible in the carrier’s tracking system 70% of the product amount 75% of the product amount Once the parcel is back with us
(b) Parcel already visible in the carrier’s tracking system 70% of the product amount 75% of the product amount Once we receive it back and have inspected it
  • “Product amount” means the items subtotal, excluding shipping. The shipping fee is not refunded.
  • For payments made through a payment provider, the payment processing fee is not refunded; it is covered by the retained portion and is not deducted again.

Parcels already in transit (2(b)):

  • The parcel is in transit and cannot be recalled. Please refuse the delivery when the parcel arrives in your area; the carrier will return the parcel to us.
  • If the parcel is delivered to you before you can refuse it, you may still post it back to us, but the return postage is then yours to pay, as the cancellation is for your own reasons.
  • Please bear this in mind: with a timely refusal, only the original shipping is involved; if you accept the delivery and post the parcel back yourself, you will be paying for shipping in both directions.
  • Please note that international returns can take several weeks to reach us.
  • Any return shipping charges or duties incurred due to the refused delivery will be deducted from the refund; if the parcel is not returned to us, no refund is due.

Product reasons: for cancellations for product reasons at any stage, the full order total, including the shipping fee, is refunded, as set out in points 1 and 4.

EU/UK consumers — 14-day right of withdrawal

  • If you are a consumer in the EU or UK, you may withdraw from your purchase within 14 days of delivery without giving a reason. Tell us by email at john@kingteamall.com within that period.
  • We will refund the price and the standard outbound shipping fee within 14 days of receiving the goods back (or proof that you have sent them); you bear the direct cost of returning them.
  • None of the deductions in points 1 and 2 above applies.
  • Sealed food products (such as tea) can only be returned unopened and with their seal intact; once opened, the right of withdrawal does not apply to them, as permitted by law.
  • We may reduce the refund for any loss in value caused by handling beyond what is necessary to establish the nature of the goods.

3. Reshipments for problems in transit

If a parcel is delayed, held, or returned to us because of a problem in transit — for example a customs clearance issue or another carrier or transit problem — we will reship your order automatically and as soon as possible.

A reshipment is a continuation of your original order, so we do not ask you to confirm again whether you still want the order before reshipping. The only exceptions are if, before the reshipment is dispatched:

  • we have contacted you to confirm how to proceed, or
  • you have contacted us to cancel the order or to agree on a different arrangement.

In those cases we will follow what has been agreed. If you contact us to cancel after the reshipment has already been dispatched, the cancellation will be handled under point 2 above.

4. Product reasons

If a return or cancellation is due to product reasons — we sent the wrong item, the item arrived damaged or defective, or the parcel was lost in transit — we will refund the full product cost and the shipping fee you paid, with no deductions. An unboxing video is not required for lost parcels. If a parcel is lost by the destination postal service, you must file a missing mail search request with your local post office.

Taste, quality problems and evidence

  • Tea is a matter of personal taste: a difference in taste preference is not a product defect and is not a ground for return, and we recommend ordering a sample first if you are unsure.
  • Product characteristics — such as storage aroma, smoky notes, bitterness or sweetness, and natural variation between batches — are not defects.
  • A quality problem means a verifiable defect, such as visible mould, foreign matter, or physical damage.

Reporting a quality problem:

  • Quality problems must be reported within 7 days of delivery (as shown by the carrier's tracking record), with photos of the outer packaging, the shipping label and the item.
  • Please keep all packaging until the claim is closed.
  • An unboxing video is required to process claims quickly; without it, we may need additional evidence.
  • Claims without reasonable evidence may require the item to be returned for inspection.

Returns for inspection

If we cannot determine from the photos and video whether a quality problem exists, the item must be returned to us for inspection: please send it back first at your own expense, using a tracked service, and keep the postage receipt. Returns sent without tracking are at your own risk: if such a parcel does not reach us, we cannot be responsible for it.

Inspection result Outcome
Quality problem confirmed We will bear the return shipping cost, and then — as agreed with you — reship or exchange the item entirely at our cost, or refund you in full: the product cost, the shipping fee you paid, and the return postage, with no deductions. If the item is out of stock, we will refund you in full instead.
No quality problem (for example, the issue is a misunderstanding of the product's characteristics) The return shipping cost is yours. You may have the same item sent back to you (the item you returned, not a new one) at your own shipping cost. If you do not want it back, the product price cannot be refunded, because an opened product cannot be resold even when there is nothing wrong with it. We will notify you before disposing of such an item, keep it for 30 days from that notice, and then dispose of it; video evidence of the disposal can be provided free of charge.

Partial returns, samples and clearance items

  • Refunds cover the returned items only.
  • For returns, and for cancellations for the customer’s reasons after a tracking number has been issued, the shipping fee is refunded only in product-reason cases; for cancellations before a tracking number has been issued, the shipping fee is refunded as set out in point 1.
  • Samples and clearance items are refundable only in product-reason cases (and under EU/UK withdrawal rights where they apply).
  • Parcels confiscated or destroyed by customs because of the destination country's import restrictions are refunded less the shipping fee.
  • We may decline future orders from customers with a clear pattern of abusive or unfounded claims.

Payment processing fees

For any refund not initiated by us — that is, cancellations and returns for the customer’s reasons, including parcels confiscated or destroyed by customs because of the destination country’s import restrictions — the payment processing fee charged by the payment provider (PayPal or Shopify Payments), as shown on the transaction, is not refunded.

  • Under point 1(a) it is deducted from the refund.
  • Under points 1(b) and 2 it is already covered by the retained portion and is not deducted a second time.
  • In any other such refund it is deducted from the refund.
  • No other deduction is made on account of this rule.

The fee is not withheld in these cases:

  • (i) refunds for product reasons (point 4), where we bear the fee;
  • (ii) orders we refuse or cancel ourselves, which are refunded in full with the fee borne by us; and
  • (iii) withdrawals by EU/UK consumers under the 14-day right of withdrawal, where the full payment is refunded without any fee deduction.

Payment disputes

Please contact us before opening a PayPal or card dispute; we will reply within 2 business days. If a dispute is opened, we will provide our records (tracking, photos and correspondence) to the payment provider, and any refund already issued will not be duplicated.

Nothing in this policy affects your statutory rights. We appreciate your understanding.

Processing returns, refunds and exchanges

  • Processing returns: to start a return, please contact us first at john@kingteamall.com before sending anything back, so that we can confirm the return address and the arrangements with you. Upon receipt and inspection of your returned item, we will notify you via email. We will also inform you about the approval or rejection of your refund.
  • Refund initiation: if your return is approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 5 business days of approval; your bank or card issuer may take a further 5–10 business days to post it.
  • Delayed or missing refunds: if you have not received your refund, please recheck your bank account. Then, contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank as there may be a processing delay. If you have completed these steps and still have not received your refund, please contact us at john@kingteamall.com.
  • Item replacement for defects or damage: we replace items only if they are defective or damaged, with the same item; if it is out of stock, we will refund you in full instead. If you require an exchange, email us at john@kingteamall.com and return your item to the address provided below.
  • Gift orders: refunds for gift orders are issued to the original purchaser's payment method. The recipient may contact us to arrange a return or replacement for a product-reason case.

Return address

To return your product, mail it to the following address:

Recipient: Hou Yu (our designated staff member who receives returns on behalf of KingTeaMall.Co.,Ltd)
Mob: +86-189-2242-5255
Add: #403 Room, 3rd Building, Di Jing Tai,
Yong Jing Hao Yuan - Ya Ju Le,
Dali Town, Foshan City,
Guangdong province. China.
Zip: 528247