Refund and Returns Policy
We make every effort to check items before dispatch. Due to the nature of the products we sell, some of these products may become damaged or faulty in transit. If an item is delivered to the buyer damaged or faulty, we will make every effort to resolve the matter fast and in accordance with the terms and conditions outlined on this page.
1. Item(s) damaged/ faulty on receipt:
Please inform us of any damages/ missing items/ faulty items within 3 business days from the receipt of your order. If an item is damaged on receipt, please contact us via email at [email protected] to report the issue. Please quote the order reference number and the item code of the damaged item. In most cases, we will request a photograph of the item to be emailed to us (including the item code and the order number).
We will refund the account for the value of the damaged item(s). On occasion, we may request that the item(s) be returned to us. In such cases, we will provide you with a copy of a Returns Form for you to complete and further instructions on how to return the item(s), depending on the value/size of the return.
2. Items missing from order:
If an item is missing from your order, please contact us via email at [email protected] and include your order number and the item name. Please make sure to report missing items within 2 business days of your order’s delivery date. We will refund the account for the value of the missing item(s).
3. Items sent in error by Ritual Tea:
If you have received any items you did not order, please inform us as soon as possible. In most cases, we can arrange the collection of the items or provide a prepaid return label.
4. Items ordered in error:
If you have ordered incorrect item(s) or too many items, please contact us to report this within 3 working days of your order’s delivery date. Please always quote your order number, the item code and the quantity of the items you wish to return. Once this is reported, we will send you a Returns Form to fill in and include with the returned items. Please note that we will not be able to credit the return postage for items ordered incorrectly or in error. If the return is large, we can offer to arrange collection for a fee of £7.50+VAT for the UK mainland. On receipt and inspection of the returned goods, we will issue a refund. The original delivery cost will be deducted from the refund.