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 

1.1 Due to the sensitive nature of food products, we are unable to accept returns on tea.  To maintain our quality and safety standards, we do not permit the resale of tea leaves.  If you’re unsure about your tea preferences, we recommend starting with one of our sampler sets to explore different teas before committing.

2.  Refund

2.1 Broken Items

Please contact us within 3 days of receiving the package, by providing photographic evidence or video of broken items. In the event that part of your order arrives damaged, we will refund the value of the affected item or component. Shipping charges are not refundable.  Once the broken item is confirmed, we can work toward a fair resolution by email: orchid@purcraftea.com.      

2.2 Stolen Package

Purcraftea is responsible for all risks 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.

2.3 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 . 

Once the incorrect item is confirmed, we will send another package for you for the incorrect items, and arrange the return of the incorrect items.  Please note that we are unable to issue refunds for items purchased by mistake, and shipping fees are non-refundable.

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. 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.