FAQs

Return Policy

All terms and references used in this Return Policy (“Policy”) and which are defined or construed in the Terms and Conditions but are not defined or construed in this Policy shall have the same meaning and construction in the Terms and Conditions. Order refund only applicable for the below circumstances:


1. Return of defective product

1.1 We want you to be fully satisfied with every product that you purchase from us and we understand that it may be tricky when it comes shopping online. If there is any sign of manufacturing defect on the item that you have purchased, you may return the product (together with the sales receipt) within fourteen (14) days from the date of delivery of the product for an exchange. Please note, however, the product will have to be in the exact same condition as when you have received it and with the original packaging.

1.2 All returned products will be investigated by us within thirty (30) days from the date of receipt of the returned products from you. We shall notify you in writing the outcome of the investigation thereafter and the outcome of the investigation shall be final and binding on you.

1.3 In the event the returned product is concluded as defective after our investigation, we will either:

1.3.1 replace the defective products free of charge, subject to the availability of the same products and the terms herein; or

1.3.2 issue Account Credit (as defined in Clause 3), equivalent to the amount paid by you for the defective product, into your account on the Platform for future purchases,

to you within fourteen (14) days from the date of notification of the investigation outcome.

1.4 For the avoidance of doubt, we shall replace the defective product with the same product that is of equal value in which the price of the replaced products shall be determined by our qualified Tea Expert.

1.5 Any claim not made as aforesaid shall be deemed to be waived and absolutely barred except where you can show to our satisfaction that it was impossible for you to comply with such time limit and you have made the claim as soon as it becomes possible to do so.

1.6 There will be no refund of any moneys paid by you via the Platform.

1.7 We will bear the cost of delivery to replace the defective product for you.

1.8 You will bear the cost of delivery to return the defective product to us.

1.9 To protect all our customers and make sure that we handle every return or exchange with reasonable fairness, we refuse to accept a return or exchange in certain situations, including:

  • products damaged by misuse, abuse, improper care or negligence, or accidents;
  • products lost or damaged due to fire, flood, or natural disaster;
  • products with a missing label or label that has been defaced/removed;
  • products returned for personal reasons unrelated to product performance or satisfaction;
  • products that have been soiled or contaminated.



2. Tea X Warehouse Storage

2.1 In the event of loss or damage with respect to the products kept under Tea X warehouse storage, we shall:-

(a) replace the loss or damaged products free of charge, subject to the availability of the said products; or

(b) issue Account Credit, equivalent to the amount paid by you, into your account on the Platform for future purchases.

2.2 For the avoidance of doubt, we shall replace the defective product with the same product that is of equal value in which the price of the replaced products shall be determined by our qualified Tea Expert.

2.3 There will be no refund of any moneys paid by you via the Platform.



3. Account Credits

3.1 "Account Credits" means credits that we apply to your account and the amount of the credits shall remain in your account until redeemed as payment for the products on the Platform.

3.2 All Account Credits on the Platform cannot be exchanged for cash or any other alternatives and have no monetary value.



4. Contact

4.1 If you wish to contact us, or if this Policy requires you to give notice to us in writing, please send an email to hello@teax.my.