- Returns of Items in Good Condition -
We do not accept returns of items that are in good condition. Our return policy applies only to products with manufacturer defects. If your item was damaged in shipping, please refer to our Shipping Policy.
Please note: We cannot accept returns of tea in any state, as they are considered a “food item”.
- Minor Manufacturer Defects -
If you discover a minor manufacturer defect (glaze imperfections, package misprint, etc.) in your purchased item, we may issue store gift cards at our discretion as compensation for the issue.
In the event of a major manufacturer defect (chips, cracks, open tea packages), we will replace the item(s) at our expense. We may request the defective item to be shipped back to us, but the return shipping cost will be covered by Jesse’s Teahouse.
To initiate the process, please email our team at teafriendsupport@jessesteahouse.com and include pictures that clearly showcase the issue.
- Conditions for Refunds or Returns -
Full refunds will include any payment collected by Jesse’s Teahouse (order amount, shipping, and tax). Any monetary amount collected by outside entities (customs tax, import fees, etc.) is not included.
Items in good condition (the condition stated in the item description) are not eligible for returns.
Products damaged due to customer misuse or improper care are not eligible for returns.
Returns must be initiated within 30 days of receiving the product.
- Returned Packages -
If the shipment is returned to sender and we are able to confirm the items are undamaged, we are happy to resend the items to you for just the cost of shipping. If you would prefer the shipment to be refunded and the return is made within 90 days of the original shipping date, we can refund the order amount minus the cost of shipping.
Any order returned past 90 days from the original shipping date will be given a store credit minus the cost of shipping.
Feel free to reach out to our support team at teafriendsupport@jessesteahouse.com with any questions.
Customer Support hours: M–F 8AM–4PM EST. Emails are answered in the order they are received.
Note: This return policy is subject to change without notice. Please refer to our website for the most up-to-date information.
1. Right to cancel (14-day cooling-off period)
If you purchase goods from our website you have the right to cancel your order for any reason within 14 calendar days from the day you (or a third party you nominated) receive the goods. To exercise this right, contact us using the details below before the 14-day period ends. When you cancel, we will refund the price of the goods and any standard outbound delivery charges you paid when placing the order (see Section 5).
2. How to cancel
To cancel an item you have purchased:
Send an email to teafriendsupport@jessesteahouse.com with: your name, order number, date of receipt, and a clear statement that you wish to withdraw from the contract.
To cancel an upcoming tea subscription:
Click here to see how you can pause, cancel, or otherwise update your subscription through your Jesse’s Teahouse account.
3. Exceptions — when the right of withdrawal does not apply
Your right to cancel does not apply in certain cases provided by EU law. The main exceptions relevant to our store are:
Some sealed goods are not suitable for return for health or hygiene reasons after delivery (for example sealed tea if the sealed packaging is opened). Unopened, sealed tea generally remains eligible for returns unless another exception applies. Sealed, packaged tea that has been opened may be exempt from returns for hygiene reasons.
Custom-made goods or goods made to order for a specific customer (such as the silver teapots) may not be returned.
4. Condition of returned goods
You may inspect the goods as you would in a shop. Items should be unused, unopened, and in their original packaging to receive a full monetary return.
5. Who pays return postage?
Unless we state otherwise at purchase, the customer is responsible for paying for the direct cost of returning the goods.
6. How refunds are handled
Once we receive your returned item and inspect it and find it eligible for return, we will refund all payments received from you, including the standard outward delivery costs you paid when ordering. Refunds will be made using the same payment method used for purchase.
7. Damaged or missing items on delivery
If the goods are defective, not as described or develop a fault within the legal guarantee period, you have the right to a repair, replacement, price reduction or full refund under EU consumer law and national implementation.
Please inspect your order on arrival and contact us immediately with photos if an item is faulty, damaged or if you received the wrong product. We will arrange a replacement or refund, including any reasonable costs of returning damaged/incorrect items. If an item is damaged in return transit, Jesse’s Teahouse will bear the risk until the shipment reaches our warehouse—please include tracking, label, and any other pertinent information when communicating your return with our customer service team.
8. How to return an item
Email teafriendsupport@jessesteahouse.com with “Return request — Order #[order no.]” and include the reason for return.
We will reply with return instructions and the return address. For fragile items (ceramics), please use the original packaging and double-box where possible — include cushioning to protect ceramics for transit. We recommend using a tracked and insured shipping method.
Keep proof of postage until the refund is processed.
9. Contact & returns address
Email: teafriendsupport@jessesteahouse.com
Returns address:
ShipBob, Inc. [ATTN: Returns]
Kanaalzone 2 Havenweg 16
Weert, , 6006SM
