Return & Refund Policy

1. Scope of Application & Core Principles

1. Product Type Restrictions: Only unopened, unused health tea products with intact original packaging are eligible for returns/exchanges. Due to hygiene and safety requirements for food products, opened items are not eligible for returns/exchanges—please confirm your needs carefully before placing an order. Customized products (e.g., exclusive formulas, engraved packaging) are non-returnable/non-exchangeable due to their personalized nature, and this will be clearly indicated on the product page.
2. Validity Period: Requests for returns/exchanges must be submitted within 30 days of package delivery. Failure to submit within this period will be considered a voluntary waiver of return/exchange rights. For special cases, please contact customer service in advance.
3. Liability Definition:
   • If returns/exchanges are caused by product quality issues (e.g., moisture damage, leaking packaging, abnormal ingredients) or incorrect/missing items, the platform will cover all associated costs.
   • If returns/exchanges are caused by customer-related reasons (e.g., wrong product selection, changed needs, incorrect delivery address), the customer will bear the cost of returning the item and any potential secondary logistics fees.

2. Eligibility Requirements for Return/Exchange Requests

1. Provide a clear order number (available on the order details page or order confirmation email), package delivery proof, and photos of the product’s condition (clearly showing whether the packaging is intact and if the product has been opened).
2. The product must remain in its original factory condition: original packaging (including outer box, sealed bag, and labels) must be undamaged and free of stains. Free gifts and accessories (e.g., sample packs, brewing instruction cards) must be returned together—missing items may affect the refund amount.
3. For packages damaged or lost during shipping, photos of the damage and logistics tracking records must be provided within 48 hours of delivery. Failure to do so may result in delayed claims processing.

3. Detailed Operation Process

3.1 Submit a Request

• Online Channel: Log in to the website, go to the "My Orders" page, find the relevant order, click "Apply for Return/Exchange," fill in the reason for return/exchange, upload supporting documents, and submit for review.
• Manual Channel: Send an email to the customer service mailbox (support@zenteahaven.com) with the subject line "Return/Exchange Request + Order Number." Include detailed requirements and supporting documents in the email—customer service will respond within 2 business days.

3.2 Review & Confirmation

1. After receiving the request, customer service will complete document verification within 2 business days. The review result will be notified via email or SMS:
   • Approved: A platform-designated return/exchange address (prioritizing local warehouses in the US/EU to reduce the customer’s return cost) and return/exchange number (must be marked on the package for warehouse verification) will be sent simultaneously.
   • Rejected: The reason for rejection (e.g., incomplete documents, expired validity period, ineligibility) will be clearly stated, and alternative solutions (e.g., small compensation, discount coupon for future purchases) will be provided.

3.3 Customer Returns the Product

1. The customer must complete the return within 7 days of receiving the approval notice—failure to return within this period will be considered a withdrawn request. It is recommended to use trackable logistics (e.g., USPS, DPD) for the return and keep the tracking number (for future progress inquiries and verification).
2. The return package must be clearly marked with the return/exchange number to avoid delays in processing due to unrecognizable information at the warehouse.

3.4 Platform Verification & Processing

1. After receiving the returned package, the warehouse will complete unpacking and verification within 3 business days. Once the product is confirmed to be eligible, the order status will be updated to "Verification Approved."
2. If the verification finds the product ineligible (e.g., opened, damaged packaging, missing accessories), verification photos will be taken and sent to customer service. Customer service will then negotiate a solution with the customer (e.g., reduced refund amount, rejected request). If no agreement is reached, the product will be returned to the customer via the original route, and the customer will bear the associated shipping costs.

4. Refund Rules & Timelines

4.1 Refund Method

4.2 Refund Timeline

• After approval and warehouse confirmation of receipt, the platform will initiate the refund within 5 business days.
• The time for the refund to arrive depends on the payment platform’s rules: typically 3-7 business days for credit cards and 1-3 business days for PayPal. If the refund has not arrived after 10 business days, contact customer service to obtain a refund certificate for assistance with tracking.

4.3 Refund Amount Calculation

• Quality Issues/Incorrect/Missing Items: Full refund (including product amount + shipping fee paid by the customer).
• Customer-Related Returns/Exchanges: Only the actual paid amount of the product will be refunded (excluding the original shipping fee). Warehouse sorting fees advanced by the platform during the return process will be deducted—the specific amount will be notified by customer service.
• Partial Returns: The refund will be calculated based on the quantity and amount of the returned products. If the original order qualified for a discount or promotion, the discounted amount will be recalculated to avoid excessive concessions.

5. Notes on Special Cases

1. Holiday Processing Delays: During major holidays in Europe and the US (e.g., Christmas, Thanksgiving) and the Spring Festival in China, the timelines for return/exchange reviews and warehouse verification may be extended by 1-3 business days. The platform will post a notice on the homepage in advance to inform customers of potential delays—please plan your request submission accordingly.
2. Customs-Related Issues: For cross-border returns/exchanges involving customs clearance, the customer must cooperate in providing necessary documents (e.g., identification, purchase proof). If customs clearance fails due to the customer’s delayed cooperation, the platform will not be liable, and the customer will bear any incurred customs fees.
3. After-Sales Dispute Resolution: If there is a dispute over the return/exchange process or result, negotiation with customer service should be the first step. If no agreement is reached, the dispute can be submitted to the consumer protection authority in the platform’s location (e.g., Delaware, US; Ireland, EU) for mediation, with the third-party ruling as the final decision.

6. Frequently Asked Questions (FAQ)

1. Q: Can I apply for a return/exchange if the tea bag has slight indentations?
   A: If the indentation only affects the packaging and not the quality or usability of the tea bag inside, a return/exchange is not supported. If the indentation causes the tea bag to leak or become damaged, a return/exchange for quality issues can be applied for with photos.
2. Q: Will the coupon used for the original order be restored after a refund?
   A: If the coupon is still within its validity period, it will be automatically restored to the customer’s account after the refund. If the coupon has expired, it cannot be reissued—please use promotional benefits wisely when placing an order.
3. Q: How can I confirm if the platform has received my returned product?
   A: You can track the return progress using the logistics tracking number provided to customer service. After the warehouse signs for the package, a SMS notification will be sent, and the order status can also be checked on the "My Orders" page.