Ceaiuri AleseReturns & Refunds
You may return any item ordered from Ceaiuri Alese within 14 days of receipt, without providing a reason. The following describes our return policy, the steps to follow, shipping fee responsibilities, and the refund processing timeframe.
Conditions
By law, the consumer has the right to withdraw from the contract within exactly 14 calendar days from receipt of the products. To be accepted for return, the teas must be in their intact original packaging, with the factory seal intact and undamaged, showing no signs of use, opening, or physical damage.
Return shipping procedure
- Sending the written withdrawal request to the contact email address, clearly stating the order number and the items involved.
- Receiving return shipping instructions and the facility address from customer support.
- Carefully packing the sealed products in protective cardboard packaging and shipping them by courier to the specified address.
- Refunding the amounts paid to the bank account provided by the customer, processed within 3 to 10 business days from receipt and inspection of the seals.
Who pays return shipping
If the tea package has defects, suffered transit damage, or differs from the original order, the cost is fully covered by us: we provide a prepaid shipping label or send a courier to the specified address. In the event of a voluntary return, you only cover the return shipping fee, with no additional charges.
Refund timing and method
Refund processing is initiated within 3 business days of receiving and verifying product condition. Amounts for cash-on-delivery orders will be transferred by bank transfer to your designated account, and wire payments are returned to the source account. Banking processing typically takes between 1 and 5 business days.
Detailed guidelines for specific cases
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Dispatching the requested item and picking up the incorrectly delivered one | None |
| Parcel lost | Reshipping the parcel or issuing a full refund following courier confirmation | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full refund of the amount paid for the product | Return shipping only |
Exchanges
If you would like a different herbal blend or a different weight, please follow the return instructions and place a new order; we will refund the cost of the returned item as soon as it reaches us. If this change is due to our error, shipping for the new order will not be charged.
Cancelling an order
An order can be cancelled free of charge before it is handed over to the courier. Please send a message to [email protected] with your order number. Once the package is on its way, standard return rules apply.
Questions about this policy
You can write to us at [email protected] or call +40 228 634 126 during Mon-Thu 09:00 - 16:45, Fri 09:00 - 15:45, Sat 10:15 - 15:30. We answer every inquiry within one business day.