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 If the wrong item is shipped due to our shipping error, please take photos or videos as evidence and contact us by email within 3 days.

1.2 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 Package/ Stolen Package

Once the damage or missing is confirmed, the refund amount will be limited to a maximum of 95% of the total payment, as order handling and payment processing fees are nonrefundable. Additionally, shipping charges are not eligible for refunds. Alternatively, you may opt for a 95% discount on your next purchase, provided the new order value matches or is less than the original purchase amount. 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.

2.3 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 . 

If we confirm that an incorrect item was sent, and the returned goods have been shipped and successfully delivered to the designated location, we will issue a full refund of the purchase price within 14 days. Shipping costs will be covered on a prorated basis, based on the value of the incorrect item. Alternatively, you may choose to receive a replacement for the originally ordered item once we receive the returned goods.

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.