Returns and Refunds
At Astraluna Tea, we want you to feel confident when choosing our teas.
If something isn’t quite right, we’ll always do our best to resolve the issue fairly, promptly and in accordance with your statutory consumer rights.
Because tea is a food product, there are some circumstances where returns are not possible for health protection and hygiene reasons. This page explains how returns, refunds and cancellations are handled.
Returning an Unwanted Order
If you have changed your mind, you may return eligible items within 14 days of receiving your order.
To be eligible for a return, products must:
- be unopened and unused; and
- be returned in their original sealed packaging.
Before returning any item, please contact us so we can provide the appropriate return instructions.
Unless the goods are faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning unwanted items.
Tea Products
Tea is classified as a food product.
For health protection and hygiene reasons, we cannot accept returns of tea products that have been opened after delivery unless they are:
- faulty;
- contaminated;
- damaged during transit; or
- supplied incorrectly.
This policy does not affect your statutory consumer rights.
Teaware & Accessories
Unused teaware and accessories may be returned within 14 days of receipt, provided they are returned in their original packaging and in the same condition in which they were received.
If you are returning teaware because you have changed your mind, return postage remains your responsibility.
Damaged, Faulty or Incorrect Orders
Although every order is carefully checked before dispatch, mistakes or damage can occasionally occur.
If your order arrives:
- damaged;
- incomplete;
- faulty; or
- contains an incorrect item,
please contact us within 14 days of receiving your order.
To help us resolve the matter as quickly as possible, please include:
- your order number;
- a description of the issue; and
- photographs of the parcel and products where appropriate.
Once we have reviewed the information, we will work with you to provide an appropriate resolution. Depending on the circumstances, this may include:
- a replacement;
- an exchange;
- a partial refund; or
- a full refund.
All remedies will be provided in accordance with your statutory consumer rights.
Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing online generally have the right to cancel an order within 14 days of receiving the goods.
However, this right does not apply to sealed food products once they have been opened after delivery for reasons of health protection or hygiene.
If you wish to cancel your order, please contact us before returning any items.
Refunds
Once your returned goods have been received and inspected, we will notify you of the outcome.
If your return is approved, your refund will be processed using your original payment method.
Unless the return relates to faulty, damaged or incorrectly supplied goods, refunds will normally cover the value of the returned products only. Original delivery charges and return postage are not usually refundable.
Please allow up to 14 days from the date we receive your returned goods for your refund to appear, although refunds are often processed much sooner.
Return Postage
If you are returning an item because:
- you have changed your mind;
- you ordered the wrong product; or
- you no longer require the item,
you are responsible for the cost of returning it.
If the return is due to our error, or because the goods are faulty, damaged or incorrectly supplied, we will reimburse reasonable return postage costs where appropriate.
For your own peace of mind, we recommend using a tracked delivery service when returning goods, as returned parcels remain your responsibility until they arrive safely with us.
Items That Cannot Be Refunded
Unfortunately, we cannot offer refunds for:
- opened tea products unless they are faulty, contaminated or supplied incorrectly;
- products damaged through misuse, accidental damage or improper storage after delivery;
- items returned without prior contact where we are unable to identify the order;
- customs duties, import taxes or administration charges imposed by authorities outside the United Kingdom.
Exchanges
Where stock is available, we are happy to exchange eligible products instead of issuing a refund.
If you would prefer an exchange, simply let us know when you contact us about your return and we’ll do our best to accommodate your request.
Returning Your Order
Please contact us before sending any items back.
We’ll provide the appropriate return instructions together with the correct return address.
For food safety reasons, we never resell opened tea products.
Returns sent without prior contact may delay the processing of your refund.
Questions?
If you’re unsure whether your order is eligible for return, or simply need some advice, please get in touch.
We’ll always do our best to find a fair and straightforward solution.
Contact Us
Astraluna Tea
Email: info@astralunatea.co.uk
WhatsApp: +44 (0) 7479 572 774
Last updated: 17 July 2026