Refund Policy

Effective Date: 14 April 2026

This Refund and Return Policy governs the return, refund, and cancellation process for purchases made on avantcha.co.uk, operated by AVANTCHA UK LTD, located at Office 7, 35-37 Ludgate Hill, London, United Kingdom, EC4M 7JN, and distributed by Artisan Specialty Tea Trading LLC, Unit 12, St. 4A/7A, Al Manara, Al Quoz 1, Dubai, UAE. If you have any questions, please contact us at: customercare@avantcha.com.

 

1. Return Eligibility

We accept returns under the following conditions:

Eligible for Return:

• Unused teaware and accessories (e.g., utensils, pots, cups)
  • Must be returned within 14 days of delivery
  • Items must be unused, in their original condition, and in their original packaging
• Damaged or defective packaging on sealed tea products
  • The outer packaging only (e.g., gift box, tin, or carton) may be reported as damaged or defective
  • Must be reported within 7 days of delivery, with supporting photographs
  • Where the outer packaging is damaged but the tea tins or pouches inside remain sealed and unopened, we will offer a replacement of the packaging
• Quality issues with sealed tea products
  • If a sealed tea product is found to contain a foreign object, contamination, or other quality defect upon first opening, this must be reported within 7 days of opening, with supporting photographs and a description of the issue
  • Only the specific tin or pouch affected is eligible for replacement or refund; other items in the same order are not eligible unless they present the same verified defect

All return requests must be submitted via email to customercare@avantcha.com. We reserve the right to deny a return if items do not meet the eligibility criteria or are submitted outside the applicable timeframes.

 

2. Refund Procedure

To initiate a return, please email customercare@avantcha.com with the following details:

• Your order number
• The item(s) you wish to return
• Reason for the return
• Photographic evidence

 

3. Refunds

Once your refund request is reviewed, we will notify you of the approval or rejection of your refund.

If approved:

• Refunds will be issued to the original payment method
• Standard delivery charges will also be refunded (if applicable)
• Refunds will be processed within 30 days of receiving the return

Refund processing time may vary depending on your payment provider.

 

4. Order Cancellations

We begin processing orders immediately to ensure prompt fulfilment. If you wish to cancel an order:

• Contact customercare@avantcha.com within 1 hour of placing the order
• We will do our best to accommodate, but cancellations cannot be guaranteed if the order is already being prepared or dispatched

 

5. Missing Items

If your order arrives incomplete (one or more items are missing), please notify us as soon as possible by emailing customercare@avantcha.com with:

• Your order number
• A list of missing item(s)
• Photos of the received shipment and packaging (if applicable)

Once verified, we will:

• Ship the missing item(s) at no additional charge, or
• Offer a refund for the missing item(s) if you prefer not to receive a replacement

The missing item(s) must be reported within 5 days of delivery.

 

6. Gift Cards

We offer digital gift cards available for purchase at full face value.

• Gift cards are valid for 12 months from the date of purchase
• They are non-transferable, non-refundable, and non-replaceable
• Only one gift card may be used per order
• Gift cards may be used sitewide, including during promotional campaigns

Gift card balances are tracked electronically via the original email address used at checkout.

 

7. Store Credit

Store credit may be issued at our discretion as a form of compensation, goodwill, or in cases of return approvals.

• Store credit is issued manually and is tracked via your customer account
• Store credit does not expire
• It may be used in conjunction with discount codes or gift cards
• Store credit can be applied to the total cart value, including product costs and shipping

Store credit is non-transferable and has no cash value.

 

This Refund Policy may be updated periodically. The version published on our Site at the time of your order shall apply to your purchase.

For any questions or concerns, please contact us at: customercare@avantcha.com