Refund policy

Last Updated: August 26, 2025

At Rituæl Tea, your satisfaction is our priority. This Return and Refund Policy explains your rights and our procedures for returns, exchanges, and refunds in compliance with EU consumer protection laws and international best practices.

Your Rights Overview

EU Customer Rights

If you are located in the European Union, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason, in accordance with EU Consumer Rights Directive 2011/83/EU.

International Customers

International customers benefit from our 14-day satisfaction guarantee, providing similar protection to EU consumers.

Quality Guarantee

All customers are protected by our quality guarantee ensuring products meet our high standards for freshness, purity, and effectiveness.

Return Eligibility & Conditions

Eligible Returns

You may return products if:

  • The 14-day return period has not expired
  • Products are in original, unopened condition
  • Original packaging and seals are intact
  • Products have not been used or consumed
  • You provide proof of purchase (order confirmation email)

Return Period Calculation

The 14-day period begins:

  • Physical Products: From the day you (or a third party designated by you) receive the goods
  • Multiple Item Orders: From the day you receive the last item
  • Subscription Orders: From the day you receive the first shipment

Hygiene and Safety Exceptions

For health and hygiene reasons, the following items cannot be returned once opened:

  • Loose leaf teas (opened packages)
  • Tea bags (opened boxes)
  • Herbal infusions (opened packages)
  • Matcha powder (opened containers)
  • Wellness supplements (opened bottles/containers)

Non-Returnable Items

The following items are excluded from returns:

  • Digital products (e-books, digital guides)
  • Personalized or custom-blended products
  • Gift cards or vouchers
  • Products past their expiration date
  • Items damaged by misuse or normal wear

Returnable Items

Unopened Products

All unopened products in original packaging can be returned within the 14-day period:

  • Sealed tea packages
  • Unopened tea accessories
  • Unused tea infusers and filters
  • Unopened wellness packs

Defective Products

Products with manufacturing defects can be returned regardless of the 14-day period:

  • Damaged packaging upon receipt
  • Quality issues (mold, contamination, foreign objects)
  • Incorrect products shipped
  • Missing components from sets

Tea Accessories

Tea accessories (infusers, kettles, filters) can be returned if:

  • Unused and in original packaging
  • All components and instructions included
  • No signs of use or wear

Return Process

Initiating a Return

To start a return:

  1. Contact Us First: Email support@rituael.com within 14 days of delivery
  2. Provide Information:
    • Order number
    • Reason for return
    • Photos (if defective/damaged)
  3. Receive Authorization: We'll provide return instructions and authorization number
  4. Package Securely: Use original packaging when possible
  5. Ship Back: Use provided return label or approved shipping method

Return Authorization Required

Important: Do not return items without prior authorization. Unauthorized returns may not be processed or refunded.

Return Shipping

EU Returns:

  • We provide prepaid return labels for defective items
  • Customer pays return shipping for change-of-mind returns
  • Return shipping cost: typically €5-10 depending on location

International Returns:

  • Customer responsible for return shipping costs
  • We recommend using trackable shipping methods
  • Original shipping costs are non-refundable

Return Packaging

  • Use original packaging and materials when possible
  • Ensure items are securely packaged to prevent damage
  • Include return authorization number
  • Keep tracking information until refund is processed

Exchanges

Product Exchanges

We offer exchanges for:

  • Different tea varieties (same value)
  • Different sizes (price difference applies)
  • Defective products
  • Incorrectly shipped items

Exchange Process

  1. Follow standard return process
  2. Specify desired exchange item
  3. We'll process exchange upon receiving returned item
  4. Additional payment required if new item costs more
  5. Refund issued if new item costs less

Exchange Limitations

  • Exchanges subject to stock availability
  • Only one exchange per order
  • Exchange items must be of equal or greater value
  • Original return conditions apply

Refund Processing

Refund Timeline

EU Customers:

  • Refund processed within 14 days of receiving returned items
  • Payment returned using original payment method
  • Bank processing may take additional 3-5 business days

International Customers:

  • Refund processed within 5-10 business days
  • Payment method and currency conversion may affect timing

Refund Amount

Full Refunds Include:

  • Original product cost
  • Original shipping cost (for defective/incorrect items)
  • Applicable taxes

Partial Refunds:

  • Return shipping costs deducted (change-of-mind returns)
  • Restocking fee may apply for large orders (10% maximum)

Refund Methods

Refunds are processed using your original payment method:

  • Credit/Debit Cards: 3-7 business days
  • PayPal: 1-3 business days
  • Bank Transfer: 5-10 business days
  • Store Credit: Immediate (if requested)

Defective Product Policy

Quality Issues

If you receive a defective product:

  • Contact us immediately with photos
  • Do not consume questionable products
  • We'll arrange immediate replacement or full refund
  • No return shipping costs for genuinely defective items

Freshness Guarantee

Our teas are guaranteed fresh for the period indicated on packaging:

  • Report freshness issues within 30 days of receipt
  • Provide photos of product and packaging dates
  • Full replacement or refund provided

Shipping Damage

For products damaged during shipping:

  • Report damage within 48 hours of delivery
  • Provide photos of packaging and products
  • We'll file carrier claim and arrange replacement

Subscription Returns

Subscription Orders

Subscription customers can:

  • Skip deliveries before processing
  • Cancel subscriptions anytime
  • Return individual items following standard policy
  • Modify subscription contents with advance notice

Subscription Refunds

  • Individual shipment returns follow standard policy
  • Prepaid subscription refunds calculated pro-rata
  • Cancellation takes effect after current processing cycle

Gift Order Returns

Gift Recipients

Gift recipients can return items using the same policy:

  • 14-day return period from delivery date
  • Original purchaser receives refund
  • Gift receipt provided for returns
  • Exchange available to recipient's preference

Gift Cards

  • Gift cards are non-returnable
  • Unused gift card balances do not expire
  • Gift cards cannot be exchanged for cash

International Return Considerations

Customs and Duties

Important for International Returns:

  • You may be responsible for return shipping customs fees
  • We cannot refund duties/taxes paid on original shipment
  • Some countries may impose additional return restrictions

Return Value Threshold

Some countries have minimum value requirements for returns:

  • Small value items may not be economical to return
  • We may offer partial refunds or store credit alternatives
  • Contact us for guidance on cross-border returns

Disputes and Resolution

First Step Resolution

If you're unsatisfied with a return decision:

  1. Contact our customer service manager: support@rituael.com
  2. Provide detailed explanation of your concern
  3. Include all relevant documentation
  4. We'll review and respond within 48 hours

EU Dispute Resolution

EU customers have access to:

  • European Online Dispute Resolution Platform: ec.europa.eu/consumers/odr
  • Alternative Dispute Resolution: Through authorized mediation services
  • Consumer Protection Agencies: In your country of residence

Escalation Process

If direct resolution fails:

  • Written complaint to management
  • Independent mediation (if available)
  • Consumer protection authority complaint
  • Legal action as last resort

12. Special Circumstances

Medical Reactions

If you experience adverse reactions:

  • Discontinue use immediately
  • Seek medical attention if necessary
  • Contact us with details of the reaction
  • Full refund provided regardless of consumption

Incorrect Orders

If we ship the wrong items:

  • Full refund including return shipping
  • Keep incorrectly shipped items (if safe)
  • Expedited replacement shipment
  • Compensation for inconvenience

Force Majeure

In exceptional circumstances (natural disasters, supply chain disruptions):

  • Extended return periods may be granted
  • Alternative resolution methods offered
  • Regular communication about delays
  • Customer satisfaction remains priority

Return Status Tracking

Return Tracking

Once you return items:

  • Receive confirmation when we receive your return
  • Email updates throughout the refund process
  • Notification when refund is processed
  • Access to return status through customer account

Processing Updates

We provide regular updates:

  • Return received confirmation
  • Quality inspection results
  • Refund processing notification
  • Final completion confirmation

Tips for Successful Returns

Before Returning

  • Read product descriptions carefully before ordering
  • Contact customer service for questions before returning
  • Check if exchange might better suit your needs
  • Ensure products meet return conditions

Return Best Practices

  • Contact us within the 14-day window
  • Use original packaging and materials
  • Include all accessories and documentation
  • Choose trackable shipping methods
  • Keep return receipts until refund received

Contact Information

For returns and refunds:

Customer Support: support@rituael.com
General Inquiries: info@rituael.com

Return Address: [To be provided in return authorization email]

Response Times:

  • Return Requests: Within 24 hours
  • Refund Questions: Same business day
  • Urgent Issues: Immediate response during business hours

Policy Updates

This Return and Refund Policy may be updated to reflect changes in regulations, business practices, or service improvements. Updates will be posted on our website with a revised "Last Updated" date.

Your satisfaction is guaranteed. If you have any questions about returns or refunds, please don't hesitate to contact our customer support team.