Effective Date: 26 October 2026
This Refund Policy explains how returns, refunds and order cancellations are handled for purchases made through avantcha.co.uk. The AVANTCHA UK online store is operated by AVANTCHA UK Limited, with orders fulfilled and dispatched from the UAE by Artisan Specialty Tea Trading LLC.
This policy applies to individual and business orders placed through avantcha.co.uk, subject to the consumer rights and commercial conditions outlined below.
This policy applies to physical products purchased through avantcha.co.uk.
Individual consumers have statutory rights under applicable UK consumer protection laws. Business purchases are subject to our commercial return arrangements and any separately agreed business terms.
Separate conditions may apply to events, workshops and masterclasses, where offered.
For eligible online purchases, individual consumers have the right to cancel within 14 days of receiving their order. Once cancellation has been communicated, the goods must be returned within a further 14 days, subject to the product-specific conditions and legal exemptions below.
Teaware & Accessories
Teaware and accessories, including teapots, cups and utensils, are eligible for statutory change-of-mind returns within the periods outlined above.
You may inspect the products to establish their nature, characteristics and functionality. Where handling exceeds what would reasonably be permitted in a shop, we may deduct any resulting reduction in value from your refund, as permitted by law.
Under our voluntary return arrangements, unused teaware and accessories may be returned within 14 days of delivery, provided they are in their original condition and packaging.
Faulty, damaged or incorrectly supplied items remain eligible for the remedies available under the Consumer Rights Act 2015, including the short-term right to reject qualifying faulty goods within 30 days.
Tea
For food safety and quality assurance reasons, we do not offer voluntary change-of-mind returns or exchanges for tea products.
Individual consumers have a statutory right to cancel eligible purchases of unopened, sealed tea products within the periods outlined above, subject to applicable legal exemptions.
Once the protective seal of a tea product has been broken, the product is no longer suitable for return for health or hygiene reasons. The statutory change-of-mind cancellation right does not apply where the relevant legal exemption is met.
Opening an external shipping carton or gift box does not, by itself, affect this right, provided the tea product's protective seal remains intact.
These restrictions do not affect statutory rights relating to faulty, contaminated, unsafe or incorrectly supplied products.
If the packaging arrives damaged or defective, the following conditions apply:
Damage to outer packaging, including gift boxes, tins or cartons, should be reported within 7 days of delivery, with supporting photographs where available.
Where only the outer packaging is damaged and the tea inside remains sealed and unaffected, we will offer replacement packaging or another appropriate resolution.
Where the damage affects the product's quality or safety, we will assess the product for replacement or refund.
If you experience a quality issue with a tea product, the following conditions apply:
If you discover foreign material, contamination or another quality issue in a tea product, please notify us within 7 days of discovering the issue.
Provide your order number, a description of the issue and supporting photographs where available.
Please retain the affected product and packaging until our team has reviewed your claim.
Where a defect is verified, we will provide an appropriate remedy, including replacement or refund.
Claims ordinarily apply only to the affected product, unless other items in the same order present the same verified defect.
The reporting periods above help us investigate issues promptly. They do not restrict your statutory rights, including applicable remedies under the Consumer Rights Act 2015.
To request a return, report a product issue or exercise a statutory cancellation right, please email customercare@avantcha.com with the following information:
Your order number
The item or items concerned
The reason for your request, where applicable
Supporting photographs for damaged or defective products, where available
Our Customer Care team will review your request and provide appropriate return instructions.
For voluntary returns, please obtain approval before sending any items.
Where a statutory cancellation right applies, a clear statement of your decision to cancel is sufficient. You do not need to provide a reason or obtain prior approval.
You may also use our Standard Cancellation Form, made available separately with our cancellation information.
Returns are managed individually by our Customer Care team.
Please contact us before arranging a return so that we can confirm the appropriate arrangements. Depending on the circumstances, we may arrange collection, provide return shipping instructions or issue a refund without requiring the products to be returned.
As orders are currently fulfilled from the UAE, some returns may involve international shipping.
For eligible change-of-mind returns:
Customers are responsible for direct return shipping costs only where this obligation was disclosed before purchase and applicable law permits.
Where a return is required, we will provide the appropriate return address and instructions. Goods must be returned within 14 days of notifying us of a statutory cancellation, unless we agree to collect them or waive the return.
Where we arrange an optional collection of non-defective goods, any customer contribution towards collection costs will be communicated and agreed in advance, where permitted by law.
Where AVANTCHA has agreed to cover return costs, or where the law requires us to do so, no return shipping charges will apply to the customer.
For faulty, damaged or incorrectly supplied products, we will cover reasonable return shipping costs, arrange collection at no additional charge or provide an appropriate resolution without requiring a physical return.
Where a consumer exercises a statutory right to reject faulty goods, they are only required to make the goods available for collection unless an alternative return arrangement has been agreed.
For approved voluntary business returns, shipping costs and arrangements will be confirmed individually.
We recommend retaining proof of postage when arranging your own return.
Nothing in this section restricts statutory cancellation rights or extends the applicable return and refund deadlines.
Once an eligible return has been received and inspected, or a claim has been approved without requiring a physical return, we will notify you of the outcome.
Where a refund is due:
Refunds will be issued to the original payment method unless you expressly agree otherwise.
Standard delivery charges will be refunded where required by law, including eligible cancellations of an entire consumer order.
For statutory consumer cancellations where goods are returned by the customer, refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
Where we offer to collect the goods or waive the return requirement following a statutory cancellation, refunds will be processed within 14 days of receiving the cancellation notice.
Refunds for goods validly rejected under the Consumer Rights Act 2015 will be issued without undue delay and within 14 days of confirming the customer's entitlement.
For other approved commercial returns not subject to statutory consumer cancellation rights, refunds will be processed within 30 days of receiving the return, unless otherwise agreed.
The time taken for funds to appear in your account depends on your payment provider.
Digital gift-card purchases and store-credit usage are governed by our Terms of Service, subject to applicable statutory rights.
Where a customer is legally entitled to a monetary refund, store credit will only be offered as an alternative with their agreement.
We begin processing orders promptly to ensure timely dispatch.
If you wish to cancel or amend an order before dispatch:
Contact customercare@avantcha.com within 1 hour of placing your order.
We will do our best to accommodate your request, but changes or cancellations are not guaranteed once preparation or fulfilment has begun.
The one-hour request period applies to operational changes before dispatch. It does not restrict any statutory cancellation rights that apply after purchase or delivery.
If your order arrives incomplete, please notify within 5 days of delivery.
Email customercare@avantcha.com with:
Your order number
Details of the missing items
Photographs of the received shipment and packaging, where available
Once verified, we will:
Arrange delivery of the missing items at no additional charge, or
Offer a refund for the missing items if you prefer not to receive a replacement.
The requested reporting period does not restrict any mandatory consumer rights.
If your order arrives incomplete, please notify within 5 days of delivery.
Email customercare@avantcha.com with:
Your order number
Details of the missing items
Photographs of the received shipment and packaging, where available
Once verified, we will:
Arrange delivery of the missing items at no additional charge, or
Offer a refund for the missing items if you prefer not to receive a replacement.
The requested reporting period does not restrict any mandatory consumer rights.
For questions about returns, refunds or cancellations, please contact us at:
AVANTCHA UK LTD
Office 7, 35-37 Ludgate Hill
London, United Kingdom, EC4M 7JN
Company Registration No.: 12809517
Email: customercare@avantcha.com
We reserve the right to update this Refund Policy to reflect changes in our operations, customer service procedures or legal requirements. Updated versions will be published on this page with a revised effective date. Changes will not retrospectively alter the terms applicable to orders already placed, subject to applicable law.
All Rights Reserved. © AVANTCHA 2026
loading
