Purcraftea makes every effort to provide the highest quality service to all our tea enthusiasts and friends. In the event of any unforeseen circumstances, we are able to offer return and refund services under certain conditions.

1.  Returns Conditions

1.1 We do not accept return items for other reasons. Please try the 25g tea sampler, if you worry that the taste of the tea might not suit your preferences.

2.  Refund

2.1 Return Package by Customs

Package return due to customs issues, we will offer compensation of 95% of the order value, and 50% of the shipping costs.  As order handling and payment processing fees are nonrefundable.  Refunds will be processed to the original payment account within 14 business days after the confirmation email outlining the refund amount and method is sent. Please check your account for updates.

2.2 Broken Items

Please contact us within 3 days of receiving the package, by providing photographic evidence or video of broken items. Once the broken item is confirmed, we will send another package for you for the broken items.  We do not accept refunds on the broken purchased goods or shipping charges.    

2.3 Stolen Package

All orders are shipped with Delivery Duty Paid (DDP) service, meaning Purcraftea is responsible for all duties, risks, and shipping costs until the package is successfully delivered to the customer’s doorstep or designated shipping address. Our responsibility ends once we receive confirmation of delivery from the shipping carrier. If a package is stolen after it has been delivered, we sincerely regret the situation; however, such incidents fall outside of Purcraftea’s control and responsibility.

2.4 Wrong Item Sent

Please contact us within 3 days of receiving the package, by providing photographic evidence or video of the wrong goods sent and the shipping label . 

Once the incorrect item is confirmed, we will send another package for you for the incorrect items.  We do not accept refunds on the wrong purchased goods sent or shipping charges.    

3.  Changes to Orders

We offer conditional change requests. You may contact us to update the shipping address or other requests before the order is dispatched (2 days after payment). However, once the order has been shipped, we regret that we are unable to make any changes, and unfortunately we cannot offer any refund.

4.  Exchange

Exchanges are only accepted for items that are unopened, unused, and in brand-new condition, and must be of equal value or less. Customers are responsible for all shipping costs, including sending the item to our designated U.S. or China location and the shipment back to the customer of the exchanged item from our source. Please notify us via email within 3 days to initiate the exchange process.