Refund policy

We take great care in selecting and packing your tea, and we want you to feel comfortable ordering from us. If something is not right, please contact support@teaducks.com so we can help.

Changing your mind

For eligible purchases made online, you can cancel without giving a reason from the time you place your order until 14 days after the day you receive your goods.

If items from one order arrive separately, this period normally runs from the day you receive the final item. For a subscription providing regular deliveries, the initial statutory cancellation period normally runs from receipt of the first delivery.

To cancel, email support@teaducks.com or write to our business and complaints address below. Please include your name and enough information for us to identify your order. You can use the cancellation form at the end of this policy, but you do not have to.

Business and complaints address:
Tea Ducks, SureStore, Grampian Gate, Milton Keynes MK6 1BD

Returning your order

After telling us that you wish to cancel, please send the goods back within a further 14 days.

Returns address:
Tea Ducks, SureStore, Grampian Gate, Milton Keynes MK6 1BD

Please pack your return carefully and retain evidence of posting. Where possible, keep tea and other food products sealed while deciding whether to keep them.

You are responsible for the direct cost of returning an eligible order when you change your mind. Where goods are faulty, damaged, incorrect or not as described, we will cover the reasonable return costs required by law.

Exceptions

Some goods have different cancellation rights. These include genuinely personalised goods, goods that deteriorate or expire rapidly, and sealed goods that become unsuitable for return for health protection or hygiene reasons once their seal has been broken.

We apply these exceptions only where the legal conditions are met. They do not remove your rights if goods are faulty, damaged or not as described.

Refunds

For an eligible cancellation, we will refund you without undue delay and within 14 days after receiving the returned goods, or receiving evidence that you have sent them back, whichever happens first. If no goods need to be returned, we will refund you within 14 days after you tell us that you are cancelling.

When you cancel an entire order, we will also refund any standard outward delivery charge you paid. Any additional amount paid for express delivery is not refundable for a change-of-mind cancellation.

We will use your original payment method unless you expressly agree otherwise. We do not charge a cancellation or restocking fee.

Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what would reasonably be allowed in a shop. We will explain any proposed deduction.

Faulty, damaged or incorrect items

Please contact support@teaducks.com if your order arrives damaged, contains the wrong item or does not match its description.

Your order number and photographs can help us understand the problem, but we will consider other suitable proof of purchase. We will arrange the appropriate remedy, which may include a refund or replacement, in accordance with your statutory rights.

These rights are separate from the change-of-mind cancellation period.

Subscription renewals

Cancelling future subscription renewals is different from cancelling or returning an order that has already been processed. Please see our Purchase Options Cancellation Policy for details.

Optional cancellation form

To: Tea Ducks Limited
Email: support@teaducks.com
Postal address: Tea Ducks, SureStore, Grampian Gate, Milton Keynes MK6 1BD

Notice of cancellation of the contract for the following goods:

Goods:
Order number, if available:
Date ordered:
Date received:
Customer name:
Customer address:
Date:
Signature, only if submitting this form on paper:

Nothing in this policy limits your statutory consumer rights.