Refund policy
We have a 14-day return policy for eligible products, which means you have 14 days after receiving your order to request a return.
To be eligible for a return, the item must be unused, unopened where applicable, in the same condition in which you received it, and in its original packaging or wrapper. You’ll also need your receipt or proof of purchase.
To start a return, contact us at info@diamondteabar.com. If your return is accepted, we will provide instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us with return questions at info@diamondteabar.com.
Damages and Issues
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective, or incorrect so that we can evaluate the issue and make it right.
For damaged or incorrect orders, please contact us within 7 days of delivery and include your order number and clear photographs of the product and shipping packaging.
If the issue is confirmed, we may offer a replacement, refund, or other appropriate resolution at no additional cost.
Tea and Food Products
Because tea is a consumable food product, certain products cannot be returned for food-safety and quality reasons.
The following are not eligible for return unless they arrived damaged, defective, or incorrect:
- Tea samples, including 10g samples and multi-sample packs
- Repacked or portioned tea pouches
- Opened tea packets or pouches
- Opened tins, cylinders, or boxes
- Pu-erh cakes or bricks that have been opened, broken, cut, sampled, or otherwise altered
- Any tea product whose original food-contact packaging or seal has been opened
We recommend purchasing a sample size first when available if you are unfamiliar with a particular tea.
Full Cakes, Bricks, Boxes, and Tins
Unopened or unaltered full tea cakes, bricks, boxes, and tins may be eligible for return within 14 days of delivery, provided the product remains in its original packaging or wrapper and is in the same condition in which it was received.
Vintage and aged teas may naturally vary in wrapper condition, compression, appearance, aroma, leaf characteristics, and weight due to age, storage, and traditional production methods. Normal variations that are accurately represented or described on the product page are not considered defects.
Exceptions / Non-Returnable Items
In addition to the tea products listed above, we cannot accept returns on:
- Gift cards
- Products specifically marked Final Sale
- Custom or special-order products
Please contact us if you have questions about whether a particular item is eligible for return.
Nothing in this policy limits any rights you may have under applicable law.
Exchanges
Because some of our teas, especially vintage and aged teas, are available in limited quantities, we cannot guarantee exchanges.
The fastest way to obtain a different item is to return the eligible item you have, and once the return is accepted, place a separate order for the new item.
If an item arrived damaged or incorrect, please contact us before placing another order.
Order Cancellations
If you need to change or cancel an order, contact us as soon as possible at info@diamondteabar.com.
We will make every effort to accommodate cancellation requests received before the order has been packed or shipped.
Once an order has entered fulfillment or has shipped, it can no longer be canceled and will be subject to the return terms above.
Return Shipping
For approved returns made because of a change of mind or customer preference, the customer is responsible for return shipping costs.
If Diamond Tea Bar sent the wrong product or an item arrived damaged or defective, we will cover reasonable replacement or return shipping costs when applicable.
Original shipping charges are non-refundable unless the return is the result of an error by Diamond Tea Bar or otherwise required by law.
We recommend using a trackable shipping method when returning an item.
European Union 14-Day Cooling-Off Period
If we ship merchandise to customers in the European Union, customers may have additional cancellation and return rights under applicable EU consumer-protection laws.
Where those laws apply, they take precedence over any conflicting provisions of this policy.
Certain exceptions may apply to sealed goods that are not suitable for return for health-protection or hygiene reasons after they have been unsealed.
Refunds
We will notify you once we have received and inspected your approved return and let you know whether the refund has been approved.
If approved, you will be automatically refunded to your original payment method. Please remember that your bank or credit-card company may require additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at info@diamondteabar.com.