Refund policy
Return Policy
For Customers Outside the UK and EU
Damaged or Broken Items
If your item arrives damaged or broken, you must contact us within 24 hours of receiving the item. Please include clear photos of the damaged product and the packaging as proof. We will evaluate the issue and provide further instructions. Refunds or replacements will only be processed if the damage is reported within this 24-hour window.
For products like the EnchantiTea Pot, please note that minor dripping from the draining mechanism is normal and expected as part of its design. This is not considered a defect. Refunds or exchanges will only be offered for items that are broken or non-functional beyond this expected behavior.
Order Cancellation
Please note that once an order has been placed, it cannot be canceled or refunded unless the product arrives damaged or broken. We are unable to offer refunds for change of mind, so please review your order carefully before confirming the purchase.
Eligibility for Returns
To be eligible for a return (excluding damaged or broken items), your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at info@enchantitea.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Returning Packages
We do not offer refunds or replacements if the package cannot be delivered due to user error, such as entering an incorrect or incomplete address at checkout. We ship all products to the address provided at the time of order. Please ensure that all address details are accurate before completing your purchase.
For Customers in the UK and EU
14-Day Cooling-Off Period
If you are located in the UK or EU, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at info@enchantitea.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), custom products (e.g., special orders or personalized items), and personal care goods (e.g., beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
3-Month Extended Warranty (Optional Add-On)
Customers who purchase the optional 3-month warranty with their teapot are entitled to a replacement if the product becomes faulty due to a manufacturing defect within the covered period.
What’s Covered:
This warranty applies only to faults that arise through no fault of the customer. This includes structural cracks, leaks, or non-functioning parts that are clearly due to manufacturing defects.
What’s Not Covered:
The warranty does not cover any damage caused by accidental drops, impacts, misuse, improper cleaning, or any other form of customer-caused breakage. We reserve the right to decline warranty claims where the damage appears to result from customer error.
Proof Required:
To make a claim under this warranty, you must provide clear photographic or video evidence showing the fault and demonstrating that the item has not been misused or mishandled. Claims must be submitted within the 3-month period from the date of delivery.
To start a warranty claim, please email us at info@enchantitea.com with your order number, description of the issue, and the required evidence. We will review your claim and respond with next steps.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@enchantitea.com.
Contact Us
You can always contact us for any return questions at info@enchantitea.com.