Refund policy

Last updated: 10 August 2026

We want you to be pleased with every purchase from John's Ceylon Tea. This policy explains how to cancel an online order, use our additional 30-day change-of-mind return offer, and obtain a remedy if a product is faulty, damaged, unsafe, incorrect or not as described.

Our voluntary 30-day return offer is in addition to your statutory rights and does not replace or restrict them. If this policy conflicts with a right that cannot lawfully be excluded, the statutory right prevails.

At a glance

Our additional change-of-mind offer: request a return within 30 calendar days after receiving the product. Eligibility conditions apply, including that tea must remain unopened.
UK statutory cancellation: for most online purchases, tell us within 14 days after delivery that you wish to cancel, then return the goods within the following 14 days.
Faulty, damaged, unsafe, incorrect or misdescribed products: contact us promptly. These claims are handled separately and are not subject to the unopened-tea condition.

Who we are and how to contact us

Legal seller: John's Ceylon Tea
Company number: John's Ceylon Tea
Business address: 9A First Unit, 4 Raven Road, South Woodford, London E18 1HB, United Kingdom
Email: info@johnsceylontea.co.uk
Telephone: +44 20 8281 1898
Returns address: John's Ceylon Tea, 9A First Unit, 4 Raven Road, South Woodford, London E18 1HB, United Kingdom.

Please include your order number and the email address used for the order when contacting us. Customer-service hours displayed on the Site are Monday to Friday, 08:00-17:00.

How to request a return

Before sending anything back, email info@johnsceylontea.co.uk with your order number, the product you wish to return and the reason for the return. A reason is helpful but is not required when you exercise a statutory change-of-mind cancellation right.

We will confirm the return instructions and the correct returns address. Sending an item without contacting us first may delay identification and processing, but it does not remove any statutory right. Do not send a return to the contact address unless we confirm that it is the returns address.

Pack the product securely, preferably using the original outer packaging where reasonably possible.
Include the delivery note or a note showing the order number, your name and your contact details.
Use an appropriate tracked service and keep proof of postage. Tracking is strongly recommended but is not a condition that overrides your legal rights.
Do not send payment-card details or other unnecessary sensitive information with the parcel or by email.

Our additional 30-day change-of-mind return offer

In addition to your legal rights, we offer a voluntary return period of 30 calendar days beginning on the day after you receive the product. To use this offer, contact us within that period and return the product promptly in accordance with our instructions.

A product returned under this additional offer must be:

unused, undamaged and in a condition suitable for resale;
complete, with accessories, instructions, seals, tags and any free items supplied with it;
in its original product packaging, where reasonably possible; and
supported by the order number or other reasonable proof that it was purchased from us.

For food-safety and quality reasons, tea and other consumable products must remain sealed and unopened to qualify for this voluntary change-of-mind offer. This condition does not apply to a valid claim that a product is faulty, unsafe, damaged, incorrect or not as described, and it does not remove any statutory cancellation right that applies in the circumstances.

If a return requested after the statutory cancellation period does not satisfy the conditions of this voluntary offer, we may decline it or, with your agreement, offer another reasonable solution. We will not use this discretion to restrict mandatory consumer rights.

Your statutory right to cancel an online purchase

If you are a UK consumer who buys from us online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally give you the right to cancel most purchases without giving a reason.

Cancellation period

The cancellation period normally ends 14 days after the day on which you, or a person you nominate other than the carrier, takes physical possession of the goods. If one order is delivered in separate lots or pieces, the period normally runs from receipt of the final lot or piece.

To cancel, send a clear statement before the deadline—for example, by email—saying that you wish to cancel the order or specified products. You may use the model cancellation form at the end of this policy, but you do not have to. Keep evidence showing when you sent the notice.

Returning goods after cancellation

After telling us that you are cancelling, you must send the goods back without undue delay and no later than 14 days after the day you informed us. We may agree to collect them instead. Follow the return instructions we provide.

Unless we offered to collect the goods, agreed otherwise, failed to give legally required information about return costs, or the goods are faulty, damaged, incorrect or misdescribed, you are responsible for the direct cost of returning a change-of-mind cancellation. No restocking fee is charged for exercising a statutory cancellation right.

Handling the goods

You may inspect and handle goods only as you reasonably would in a shop to establish their nature, characteristics and functioning. We may make a lawful deduction for loss in value caused by handling beyond that level. Opening ordinary outer delivery packaging does not by itself remove the right to cancel, but unsealing certain protected product packaging may bring an exception into effect.

Exceptions to statutory change-of-mind cancellation

The statutory cancellation right does not apply, or may cease to apply, to certain goods. Relevant examples include:

goods made to your specifications or clearly personalised;
goods liable to deteriorate or expire rapidly;
sealed goods that are not suitable for return for health-protection or hygiene reasons, once unsealed after delivery; and
goods which, after delivery, become inseparably mixed with other items because of their nature.

We will apply an exception only where the legal conditions are met. We do not treat every tea product as automatically excluded merely because it is consumable. However, opened tea is not eligible under our separate voluntary 30-day change-of-mind offer. None of these exceptions removes rights relating to faulty, unsafe, damaged or misdescribed goods.

Refunds for a statutory cancellation

If you cancel the entire order under a statutory change-of-mind right, we will refund:

the price paid for the cancelled goods; and
the cost of the least-expensive standard delivery option we offered for that order.

If you selected a more expensive delivery service, such as Express, Premium or Saturday Delivery, we do not have to refund the amount above the least-expensive standard delivery charge. If you cancel only part of an order, any delivery refund will be calculated in accordance with the law and the effect of the partial cancellation on the original delivery charge.

We will make the refund without undue delay and no later than 14 days after the earliest of: receiving the returned goods; receiving evidence that you sent them back; or, where no goods were supplied, being told of the cancellation. We may withhold the refund until we receive the goods or evidence of return, unless we offered to collect them.

Refunds are made using the same payment method used for the original transaction unless you expressly agree otherwise. We do not charge a refund fee. Your bank or payment provider may take additional time to display the credit.

Refunds under our additional 30-day offer

Where you use our voluntary 30-day offer after the statutory cancellation period has ended, an approved return receives a refund of the price paid for the returned product. The original outbound delivery charge and your return postage are not refunded unless we expressly agree otherwise or the law requires it.

We aim to inspect approved voluntary returns and issue any refund within 14 days after receiving them. If a bundle, multi-buy or promotion is returned only in part, we may recalculate the amount fairly to reflect the products kept and the terms of the promotion. We will explain any adjustment before completing the refund.

Faulty, damaged, unsafe, incorrect or misdescribed products

Products must be of satisfactory quality, fit for any purpose made known to us, and as described. If a product does not meet these standards, or arrives damaged, unsafe, incorrect or incomplete, contact us promptly with your order number and a description of the problem.

Photographs of the product, parcel, delivery label and any damage can help us resolve the matter quickly, but we will not insist on unreasonable evidence. Keep the product and packaging until we provide instructions, unless doing so would be unsafe.

Depending on the circumstances and applicable law, you may be entitled to reject the product for a refund, or require a repair or replacement. Under the Consumer Rights Act 2015, the short-term right to reject usually lasts 30 days from delivery or transfer of ownership, although for perishable goods it can be shorter if they would reasonably be expected to perish sooner. Rights can continue after that period, including repair or replacement and, where the legal conditions are met, a price reduction or final right to reject.

We will pay or reimburse the reasonable cost of returning goods that are validly rejected because they are faulty, damaged, unsafe, incorrect or misdescribed. Contact us before incurring the cost so that we can provide a label, arrange collection or confirm a reasonable service. A statutory refund for rejected goods will be made without undue delay and within the period required by law, normally within 14 days after we agree that you are entitled to it.

Products damaged after delivery

We are not responsible for damage caused by misuse, neglect, an accident after delivery, failure to follow storage or care instructions, normal wear and tear, or an attempted repair by someone not authorised by us. This does not affect liability for a fault that existed when the product was supplied or any other right that applies by law.

Missing products and delivery problems

If a product is missing, the wrong product was sent, or the parcel appears lost or damaged in transit, contact us as soon as reasonably possible. We will investigate with the carrier and offer the remedy required by law. A request to report promptly helps preserve delivery evidence but does not create an artificial deadline that removes your statutory rights.

Exchanges

Exchanges are subject to stock availability. The quickest option may be to return an eligible product and place a new order. If we agree an exchange under our voluntary policy, any price difference and additional delivery charge will be confirmed before dispatch. A repair or replacement required by law will be provided without charge, within a reasonable time and without significant inconvenience.

Sale items, promotions and gifts

Sale and promotional products have the same statutory rights as full-price products. They may also be returned under our voluntary 30-day offer if they meet its conditions, unless the promotion clearly provides a different additional benefit without restricting legal rights.

Refunds are normally made to the original payment method. If you received an item as a gift, contact us with the order details. We may need to coordinate with the purchaser, and any monetary refund will normally go to the person or payment method used to buy the gift unless the law or an express agreement permits another arrangement.

International returns

If your order was delivered outside the United Kingdom, contact us before returning it. This policy does not remove any mandatory consumer right that applies in the country where you live. Return routes, customs documentation and local restrictions vary, so we may provide destination-specific instructions or agree another lawful remedy where physical return is impracticable or prohibited.

For a change-of-mind return, you are responsible for direct return shipping and any related import or handling costs unless the law requires otherwise or we agree to pay them. Charges paid directly to a customs authority are not refunded by us; you may be able to reclaim them from that authority. Mark the parcel accurately as returned goods and keep proof of dispatch.

Cancelling before dispatch

Contact us immediately if you wish to cancel before dispatch. We will try to stop fulfilment but cannot guarantee this once processing has begun. If the order has already been dispatched, use the cancellation and return process above. If we cancel an order before dispatch, we will refund the amount paid for products we do not supply and any associated delivery charge.

Complaints and questions

If you believe a return or refund has not been handled correctly, contact us and provide your order number, the relevant dates and a brief explanation. We will review the matter and respond as soon as reasonably possible.

Email: info@johnsceylontea.co.uk
Telephone: +44 20 8281 1898

Nothing in this policy prevents you from seeking independent advice or using any court, regulator or dispute-resolution route available to you.

Changes to this policy

We may update this policy to reflect changes to our products, operations or legal obligations. The version in force when you place an order will normally apply to that order, except where a later change gives you a more favourable right or the law requires otherwise. We will change the 'Last updated' date when this policy is revised materially.

MODEL CANCELLATION FORM

Use this form only if you wish to cancel an eligible distance contract. You may instead send any clear statement containing the same information.

To: John's Ceylon Tea
Email: info@johnsceylontea.co.uk
Returns address: John's Ceylon Tea, 9A First Unit, 4 Raven Road, South Woodford, London E18 1HB, United Kingdom.

I/We^* hereby give notice that I/We^* cancel my/our^* contract of sale for the following goods:

Goods description: ________________________________________________________________________

________________________________________________________________________

Order number: __________________________________________________________

Ordered on / received on^*: ________________________________________________

Name of customer(s): ____________________________________________________

Address of customer(s): _________________________________________________