Refund policy

Last Updated: January 30, 2025

At MyTeaPal Store, we are committed to providing high-quality teas and teaware. Due to the perishable nature of tea and international shipping limitations, we have specific return and refund policies to ensure a fair and transparent process for our customers.

1. Returns and Refunds

Tea Products (Non-Returnable)

Each batch of tea is unique due to variations in climate, soil conditions, and seasonal changes. Even when sourced from the same producer, these factors can lead to subtle differences in flavor and aroma. Because tea is a perishable product, we do not accept returns or exchanges on any tea leaves, cakes, or other consumable tea products. To ensure satisfaction, we highly recommend purchasing sample sizes before committing to larger orders.

Teaware and Accessories (Returnable in Limited Cases)

We accept returns on teaware and accessories under the following conditions:

  • The item is unused, in its original packaging, and returned within 14 days of receipt.
  • The customer contacts us before returning the item to obtain approval and return instructions.
  • The return shipping cost is paid by the customer, and the item must be shipped back to China.

Once the returned item is received and inspected, we will issue a refund minus original shipping and processing fees. If the returned item does not meet the required conditions, it will not be eligible for a refund.

2. Damaged or Defective Items

If your order arrives damaged, incomplete, or defective, please contact us within 7 days of delivery at hello@myteapal.store with:

  • Your order number
  • Clear photos of the damaged item(s) and packaging

After evaluation, we may offer one of the following solutions:

  • Full refund if the damage renders the product unusable.
  • Partial refund or store credit for minor cosmetic damage that does not impact functionality.
  • Replacement (if available), shipped with your next order.

Teaware Breakage & Cosmetic Damage Resolution

Teaware is packed securely, but breakage in transit can occur. If your teaware arrives shattered or functionally unusable, please contact us within 7 days with photos for resolution.

  • For minor cosmetic flaws (such as small glaze variations, kiln marks, or surface scuffs from transit vibrations), we may offer store credit (typically up to 50% of the item's value, depending on the severity of the issue). However, these do not qualify for full refunds or replacements.
  • If a package is externally damaged upon delivery, please take photos before opening and report the issue to the courier immediately.

3. Tea Quality & Natural Characteristics

Tea is an agricultural product, and each harvest naturally varies due to climate, soil conditions, and seasonal factors. While these differences do not impact quality, they may affect flavor, aroma, and appearance. If you experience a genuine quality issue, we offer partial compensation in the form of store credit or a refund (up to 50% of the item's value), depending on the severity of the problem.

What Qualifies for a Partial Refund or Store Credit?

If you believe your tea has a genuine defect (e.g., staleness, contamination, or off flavors), please contact us within 7 days of receiving your order.

To qualify for a claim, you must:

  • Provide detailed feedback and clear photos of the tea and packaging.
  • If necessary, return a small sample for quality inspection (shipping costs covered by the customer).

What is Considered Normal & Not Eligible for Refunds/Replacements?

The following are natural characteristics of tea and do not qualify for refunds or exchanges:

  • Taste preferences & batch variations – Each tea may have differences in flavor and aroma between harvests, even from the same producer. We do not offer refunds simply because a tea does not match personal taste expectations.
  • Loose-leaf tea breakage – Some broken leaves may occur due to handling during shipping. This does not affect the tea’s quality.
  • Compressed teas (cakes, bricks, tuocha) – Surface cracks, chipped edges, or loose flakes are common and do not affect brewing quality.
  • Pu-erh and aged teas – These teas are not stored in airtight conditions. Surface stains from tea oils or bamboo tongs are normal and not defects.
  • Vacuum-sealed teas – The vacuum seal may loosen during transit. This does not impact freshness, and we do not offer refunds or replacements for lost vacuum seals.

If you are unfamiliar with a tea, we strongly recommend ordering a sample size first before committing to a larger amount.

4. Teaware & Product Variations

Teaware and accessories are crafted from natural materials, and minor variations in color, texture, glaze, and shape may occur due to differences in raw materials, production techniques, and firing conditions. Product images on our website are for reference only, and the item you receive may differ slightly from the photos.

Additionally, some products may come in decorative gift boxes or packaging, but these are not guaranteed to match what is shown in product images. If packaging design is a concern, please contact us before purchasing.

We do not accept returns, exchanges, or refunds due to variations in color, minor aesthetic differences, or packaging.

5. Order Finalization

Removing Items from an Order

Please review your cart carefully before completing checkout. Items can only be removed before an order has been shipped. If you need to remove an item after placing an order, please contact us as soon as possible.

  • If the order has not yet been processed for shipping, we will issue a refund for the removed item. However, all refunds will have a non-refundable transaction fee deducted (typically 3%-5%, depending on the payment processor).
  • Once an order has been shipped, we cannot modify or remove items.

Adding Items to an Order

If you would like to add more items after placing an order, please place a new order instead of modifying the existing one. If you would like both orders to ship together, contact us as soon as possible with both order numbers, and we will do our best to accommodate your request. However, once an order has been packed or shipped, we can no longer combine shipments.

Discount Codes & Coupons

Ensure that any applicable discount, loyalty, or promotional code is correctly applied before completing your purchase. Discount codes cannot be added retroactively, and we are unable to refund the difference if a code was not entered at checkout. If a refund is issued to adjust for a missed coupon, the non-refundable transaction fee will be deducted from the refund amount.

6. Order Cancellations

  • Orders may be canceled before they are shipped, but will incur a cancellation fee (3-5%) to cover non-refundable transaction fees taken by the payment processor.
  • Refunds for canceled orders will be processed within 10 business days, depending on your payment provider’s policies. Please note that once a cancellation is processed, the original payment may still show as "pending" due to banking system delays.
  • Once an order has been shipped, it cannot be canceled.