Terms of service

Last updated: 10 August 2026

These Terms and Conditions (the "Terms") apply when you visit johnsceylontea.co.uk (the "Site") or buy tea, teaware, gifts or other products from us through the Site. They explain who we are, how a contract is formed, delivery and payment arrangements, your cancellation and return rights, and the rules for using the Site.

Please read these Terms before placing an order. By submitting an order, you confirm that you have read and agree to these Terms. Save or print a copy together with your order confirmation. Nothing in these Terms limits any rights or remedies that cannot lawfully be limited, including your rights under the Consumer Rights Act 2015.

About us and how to contact us

The seller and contracting party for purchases made through the Site is:

In these Terms, "we", "us" and "our" refer to the legal seller above. "You" and "your" refer to the customer or Site user. If we need to contact you, we will normally use the email address, telephone number or postal address supplied with your order.

Scope and eligibility

These Terms are written for consumers purchasing mainly for personal, domestic or household use. If you are buying for resale, trade or business use, please contact us before ordering so that appropriate business terms can be agreed.

You must have legal capacity to enter a contract. If you are under 18, you should use the Site and place an order only with the involvement and permission of a parent or guardian. You must provide accurate, current and complete information and must not place an order using another person's identity or payment method without authority.

We sell only to delivery destinations offered at checkout. Product availability, delivery options and charges may differ by destination. We may lawfully restrict orders where necessary to comply with product, customs, sanctions, fraud-prevention or other legal requirements.

Products and product information

Descriptions, images and packaging

We take reasonable care to describe and display products accurately. Images are illustrative, and colours may vary slightly because of lighting, screens or natural variation. Product packaging, labels and presentation may change, but we will not substitute a materially different product without your agreement. Any approximate measurements, capacities and weights are subject to reasonable manufacturing or natural tolerances unless stated otherwise.

A product supplied to you must match its description and meet the standards required by law. Nothing in this section permits us to make a material change after the contract is formed or reduces your rights where a product is not as described.

Ingredients, allergens and food safety

Tea and other food products may contain allergens or may be produced, packed or stored in environments where allergens are handled. Ingredients, allergen statements, preparation instructions, best-before dates and storage directions shown on the product or its packaging are important. Read the current label before consuming or serving a product, even if you have bought it before, because recipes and suppliers may change.

If you have an allergy, intolerance, medical condition, dietary requirement, are pregnant, or are buying for someone who does, contact us before ordering if you need further product information. Do not rely solely on a product photograph. If the information delivered appears inconsistent with the Site or you have any doubt, do not consume the product and contact us. This guidance does not limit our responsibility to provide legally required and accurate food information.

General wellbeing information

Any brewing, lifestyle, heritage or wellbeing information on the Site is general information and is not medical advice. Our products are not presented as a substitute for diagnosis, treatment or advice from a qualified healthcare professional. You remain responsible for following product instructions and seeking appropriate professional advice where needed.

Availability and purchase limits

Products are subject to availability. We may set reasonable quantity limits, particularly for limited stock, promotions or suspected resale. If all or part of an order cannot be supplied, we will tell you and will not charge for the unavailable item, or will refund any amount already taken. We will not replace an unavailable item with a different product unless you agree.

How to place an order

The checkout process allows you to review your basket, delivery information, delivery method and total price before submitting the order. Please check everything carefully. You can correct information using the checkout controls before placing the order.

After you place an order, we will normally send an automated acknowledgement. That acknowledgement confirms receipt of your order but does not mean we have accepted it. Your order is an offer to buy the products on these Terms.

When a contract is formed

We accept your order, and a binding contract is formed for the products identified, when we send a dispatch confirmation. If products in one order are dispatched separately, a separate contract is formed for each dispatched group. Taking or authorising payment before dispatch does not by itself mean we have accepted the order; if we cannot accept it, we will release the authorisation or refund the relevant amount.

We may decline an order before acceptance because, for example, a product is unavailable, payment is not authorised, there is an obvious price or description error, delivery is not available to the address, a purchase limit applies, or we reasonably suspect fraud, misuse or unlawful activity. We will tell you and refund any payment taken for an unaccepted order.

Correcting or changing an order

Contact us promptly if you notice an error or want to change or cancel an order. We will try to help but cannot guarantee a change once fulfilment has started. If the order has already been dispatched, the cancellation and returns sections below will apply. A change requested by you may affect price, availability and delivery time; we will obtain your agreement before applying it.

Prices, taxes and delivery charges

The price and currency displayed at checkout when you submit the order apply to that order. Prices include VAT where applicable unless clearly stated otherwise. Delivery charges, and any other mandatory charge we collect, will be shown before you place the order.

Prices and promotions may change at any time before you submit an order. A later price change will not affect a contract already formed. If the rate of VAT changes between your order and supply, we may adjust VAT only where the law requires or permits it and only to the extent not already paid in full.

Obvious pricing errors

We try to ensure prices are correct. If a price is obviously wrong and could reasonably have been recognised as an error, we may reject the order before acceptance. If we discover such an error after acceptance but before dispatch, we will contact you promptly, explain the error and ask whether you wish to proceed at the correct price; if you do not agree, we will cancel and refund the affected product. We will not charge a higher price without your express agreement.

International charges

Where we offer delivery outside the United Kingdom, the checkout will state which delivery charges and taxes we collect. Unless the checkout expressly says duties and import taxes are included, the recipient may be responsible for import duties, local taxes, customs fees and compliance with local import rules. Customs processes may delay delivery. Mandatory consumer protections in your country of residence continue to apply where the law says they must.

Payment

Available payment methods are displayed at checkout and may include major payment cards, digital wallets and PayPal. Payment services are provided by third parties and may be subject to their own terms and privacy notices.

You must be authorised to use the payment method supplied. We or our payment providers may carry out authorisation, security and fraud checks. You are responsible for ensuring sufficient funds are available. We may suspend fulfilment or cancel an unaccepted order if payment is declined, reversed or reasonably suspected to be unauthorised or fraudulent.

If a payment is taken in error, charged more than once or remains due to be refunded, contact us so that we can investigate. We do not add payment-method surcharges where UK law prohibits them.

Discounts, promotions, gift cards and rewards

A discount code, promotion, gift card or reward is subject to the conditions shown when it is issued or advertised. Unless those conditions say otherwise:

  • it is valid only for the stated period, products, customers and territory and while qualifying stock remains available;
  • only one promotional code may be used per order, and it cannot be applied retrospectively after an order is placed;
  • it has no cash value and cannot be sold, exchanged or combined with another offer unless expressly allowed;
  • minimum spend thresholds exclude delivery charges and any excluded products unless stated otherwise; and
  • we may refuse or withdraw it where it is expired, used contrary to its published conditions, obtained through a technical error, or involved in fraud or abuse, but we will not unfairly remove a benefit already earned or accepted as part of a binding contract.

Any loyalty or rewards programme may also have separate programme terms. If separate terms conflict with these Terms, the separate terms govern the programme only; these Terms continue to govern purchases. Statutory rights are not affected.

Delivery

Delivery options and timing

Available delivery services, charges and estimated timeframes are shown on the Site or at checkout. Estimates are not guaranteed delivery dates unless we expressly agree a fixed date. We will deliver without undue delay and, unless a different period is agreed with you, no later than 30 days after the contract is formed.

If delivery by an agreed date is essential and we miss it, or if we fail to deliver within an additional reasonable period you give us where the law requires that step, you may have the right to end the contract and receive a refund. These statutory rights are not limited by any delivery estimate.

Delivery address and failed delivery

You are responsible for supplying a complete and accurate delivery address and any necessary access information. We are not responsible for delay caused by incorrect or incomplete information supplied by you, but we will take reasonable steps to help. We may charge reasonable additional delivery costs caused by a customer-requested redirection, re-delivery or correction, provided those costs are explained before being charged.

If no one is available to receive a delivery, the carrier may follow its normal process, such as leaving instructions, trying again, delivering to a nominated neighbour or using a collection point. Any safe-place or neighbour instruction should be given only if appropriate for the product. If a parcel is returned to us after reasonable delivery attempts, we will contact you about re-delivery or cancellation and any lawful, reasonable additional cost.

Risk and ownership

Products remain at our risk until they come into the physical possession of you or a person you identify to receive them. If you arrange an independent carrier that we did not offer, risk may pass when we deliver the products to that carrier, as permitted by law. Ownership passes when we have received payment in full and the products have been delivered. This does not affect your cancellation or other statutory rights.

Delays outside our control

If delivery is delayed by an event outside our reasonable control, we will take reasonable steps to minimise the effect and will contact you if the delay is significant. If there is a substantial delay, you may contact us to end the affected contract and receive a refund for products not supplied, subject to your statutory rights.

Cancelling before dispatch

You may ask us to cancel before dispatch by contacting info@johnsceylontea.co.uk with your order number. If we can stop fulfilment, we will cancel the affected products and refund the amount paid. If dispatch cannot be stopped, you may use the statutory cancellation process below unless an exception applies.

Your statutory right to cancel an online order

If you are a consumer, you generally have a legal right to change your mind and cancel a distance contract without giving a reason. The cancellation period normally ends 14 days after the day on which you, or a person you nominate other than the carrier, receives the products. If one order is delivered in separate lots or pieces, the period normally runs from receipt of the last lot or piece.

To cancel within this period, send a clear statement to info@johnsceylontea.co.uk before the period expires. Include your name, order number, the products being cancelled and relevant contact details. You may use the model cancellation form at the end of these Terms, but you do not have to.

Returning cancelled products

After notifying us of cancellation, you must send the products back without undue delay and no later than 14 days after telling us. Please contact us for return instructions and the confirmed returns address before posting anything. You are responsible for the products until they reach us, so obtain proof of posting and package them securely.

Unless the products are faulty, not as described, or we agree otherwise, you must pay the direct cost of returning them. You may inspect products as you could reasonably do in a shop, but we may reduce the refund to reflect a loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Exceptions to the right to cancel

The statutory change-of-mind right does not apply, or may be lost, in circumstances specified by law. Relevant examples may 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, if they become unsealed after delivery; and
  • goods that, after delivery, become inseparably mixed with other items.

We will apply an exception only where its legal conditions are met. We do not treat every tea product as automatically excluded merely because it is food or because the package has been delivered. An exception to the change-of-mind right does not remove your rights if a product is faulty, unsafe, damaged or not as described.

Refunds after a valid cancellation

We will refund the price paid for cancelled products and the cost of the least expensive standard delivery method we offered for sending those products to you. If you chose a more expensive delivery service, we do not have to refund the additional amount. If only part of an order is cancelled, the delivery refund will be the amount, if any, required by law in the circumstances.

We will make the refund without undue delay and no later than 14 days after we receive the returned products or, if earlier, after you provide evidence that you sent them back. We may withhold the refund until one of those events occurs. The refund will normally be made to the original payment method unless you expressly agree otherwise, and we will not charge a refund fee.

Our voluntary returns policy

If a separate Return Policy offers a longer or more generous change-of-mind period, that is a voluntary benefit in addition to your legal rights and is subject to the clearly stated conditions of that policy. A voluntary policy cannot replace, shorten or restrict statutory cancellation rights or remedies for faulty goods. If there is a conflict, mandatory law prevails.

Faulty, damaged, unsafe or misdescribed products

We are under a legal duty to supply products that are of satisfactory quality, fit for any particular purpose made known to us that you reasonably rely on, and as described. Products must also comply with applicable product-safety and food-information requirements.

If a product arrives damaged, appears unsafe, is faulty or does not match its description, stop using or consuming it where appropriate and contact us promptly with your order number and a description of the issue. Photographs and packaging details can help us investigate, but we will not make the exercise of a statutory right dependent on evidence that is unreasonable or impossible to provide.

Consumer remedies

The Consumer Rights Act 2015 may give you a short-term right to reject qualifying goods, normally within 30 days of delivery. For goods that can reasonably be expected to perish in less than 30 days, the period may be shorter. Depending on the circumstances and timing, you may instead be entitled to repair or replacement, a price reduction, or a final right to reject. Certain presumptions about when a fault arose may also apply under the Act.

Where you validly reject products or exercise another remedy because they do not conform to the contract, we will bear reasonable return costs as required by law and will provide the applicable refund, repair, replacement or price reduction without significant inconvenience. A change-of-mind exception, an opened package or expiry of a voluntary returns period does not by itself remove these rights.

This section summarises key rights and is not exhaustive. You can obtain independent information about consumer rights from Citizens Advice or your local Trading Standards service.

Accounts and account security

If the Site allows you to create an account, you must provide accurate information and keep login credentials confidential. You are responsible for activity authorised through your account. Tell us promptly if you suspect unauthorised access. We may require a password reset, temporarily restrict access or take other proportionate security steps.

We may suspend or close an account where reasonably necessary for security, fraud prevention, legal compliance, serious or repeated breach of these Terms, or withdrawal of the account service. Where appropriate, we will explain the reason and allow a reasonable opportunity to resolve the issue. Closing an account does not cancel an accepted order or remove accrued legal rights, refund rights or liabilities.

Acceptable use of the Site

You may use the Site only for lawful purposes. You must not:

  • commit or encourage fraud, impersonation, unlawful activity or infringement of another person's rights;
  • introduce malware, harmful code or material, or attempt to gain unauthorised access to the Site, accounts, systems or data;
  • interfere with Site security, availability or normal operation, or place an unreasonable load on infrastructure;
  • scrape, harvest, copy or use Site content or personal information through automated means except where permitted by law or our written agreement;
  • circumvent purchase limits, manipulate reviews, promotions or rewards, or use multiple identities or accounts to obtain an unfair benefit; or
  • use Site content to train or operate a commercial system where that use would infringe our or another person's rights.

We may take proportionate action, including restricting Site access or cancelling an unaccepted order, where we reasonably believe these rules have been breached. We will not use this clause to remove statutory rights relating to an accepted order.

Reviews and other content you submit

If you submit a product review, photograph, testimonial, comment or other content, you confirm that it is based on your genuine experience where relevant, is accurate to the best of your knowledge, is lawful, and does not infringe intellectual-property, privacy or other rights. You must disclose any incentive or material connection where required and must not submit a fake or misleading review.

You retain ownership of your content. You grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce, format, moderate and display it in connection with the Site, our products and our marketing, for as long as the content remains published or as reasonably required for records and disputes. This licence does not permit us to materially misrepresent your views. You may ask us to remove content, subject to legal, evidential and technical retention requirements.

We may reject or remove content that breaches these Terms, is unlawful, contains personal information, is irrelevant or creates a safety or security risk. We will not suppress a genuine negative review merely because it is unfavourable.

Intellectual property

The Site and its text, graphics, photographs, product presentation, logos, trade marks, software and other content are owned by us or licensed to us and are protected by intellectual-property laws. You may view the Site and make limited copies for personal, non-commercial shopping and record-keeping. No other right or licence is granted.

You must not reproduce, distribute, adapt, publish, commercially exploit or remove rights notices from Site content without permission from the relevant owner, except where the law expressly allows it. "John's Ceylon Tea" and associated branding may not be used in a way that suggests sponsorship, endorsement or affiliation without written permission.

Third-party services and links

The Site may use or link to third-party payment, delivery, social-media, mapping or other services. A link does not mean we endorse every statement, product or practice on the third-party service. We do not control third-party websites, and their own terms and privacy notices apply when you use them. This clause does not limit our responsibility for subcontractors we use to perform our contract with you.

Privacy and cookies

Our Privacy Policy explains how personal information is collected and used. Our Cookie Policy or cookie preference centre explains the technologies used on the Site and how you can manage non-essential cookies. These notices do not form part of the sales contract unless the law provides otherwise, but you should read them when using the Site.

Site availability and changes

We may update, suspend or withdraw parts of the Site for maintenance, security, legal or business reasons. We do not promise uninterrupted or error-free access. We will take reasonable care not to make a change that prevents us from fulfilling an accepted order. Product, price and policy changes apply prospectively unless the law or the contract permits otherwise.

Our responsibility for loss or damage

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it was obvious that it would happen or if, when the contract was formed, both you and we knew it might happen.

We do not exclude or limit liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation; breach of your statutory rights in relation to products; defective products under applicable product-liability law; and any other liability that cannot legally be excluded or limited.

We supply products and the Site for personal, domestic and household use. If you use them for an unauthorised commercial or resale purpose, we are not responsible under these consumer Terms for business losses such as loss of profit, revenue, opportunity, goodwill or business interruption. This does not affect rights that apply to you as a consumer or liability that cannot be excluded.

We are not responsible for loss caused solely by information or instructions you supplied incorrectly, your failure to follow clear product or safety instructions, or an event outside our reasonable control, except to the extent we could reasonably have prevented or reduced the loss or the law makes us responsible. Nothing in these Terms requires you to compensate us beyond loss reasonably caused by your breach and recoverable under law.

Events outside our reasonable control

We are not in breach of contract for delay or failure caused by an event outside our reasonable control, such as severe weather, transport disruption, fire, flood, epidemic, cyber incident affecting essential infrastructure, industrial action not involving our own staff, customs action, governmental restriction or carrier network failure. We will take reasonable steps to reduce disruption and resume performance. Your statutory rights concerning delayed or failed delivery continue to apply.

Changes to these Terms

We may revise these Terms to reflect changes in law, our business, the Site or how we sell products. The version shown when you submit an order normally governs that order. A later change will not retrospectively reduce rights under an existing contract unless the change is required by law or you expressly agree to it. We will update the date at the top and, where appropriate, give prominent notice of a material change.

General legal terms

Transfer of rights

We may transfer our rights and obligations under a contract to another organisation, for example as part of a business reorganisation or sale, provided this does not reduce your rights or materially affect performance. We will tell you in writing if the transfer materially affects you. You may transfer your rights where the law permits; if a transfer would change who receives or returns products, please contact us first so we can protect against fraud and comply with data-protection law.

No third-party enforcement

The contract is between you and us. Except where the law expressly provides otherwise, no other person has a right under the Contracts (Rights of Third Parties) Act 1999 to enforce it. A gift recipient may still have any rights given to them directly by law.

Severability and waiver

If a court or competent authority finds part of these Terms unlawful or unenforceable, the remaining parts continue in effect. If we do not immediately insist that you perform an obligation or delay enforcing a right, that does not waive the obligation or right.

Entire agreement

These Terms, the order information accepted by us, and any product-specific or promotional terms expressly incorporated into the order form the contract. They do not exclude statements or representations that the law treats as binding and do not exclude liability for fraud or fraudulent misrepresentation.

Governing law and courts

These Terms and contracts made through the Site are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you also retain the benefit of mandatory consumer protections that apply where you live.

You may bring proceedings in the courts of England and Wales. If you live in Scotland, you may also bring proceedings in the Scottish courts; if you live in Northern Ireland, you may also bring proceedings in the Northern Irish courts. If you live elsewhere, any mandatory right to bring a claim in your home courts is not excluded.

Complaints and contact

If you have a question or complaint, contact us and include your order number where relevant. We will acknowledge the complaint and aim to investigate it fairly and within a reasonable time.

If we cannot resolve a consumer complaint, we will tell you about any appropriate alternative dispute resolution provider that we are required or willing to use. You may also seek independent advice from Citizens Advice. Using our complaints process does not prevent you from exercising statutory rights or going to court.

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel a qualifying distance contract. You may instead send any clear cancellation statement by email or post.

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

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 consumer(s): ________________________________________________________

Address of consumer(s): _____________________________________________________

________________________________________________________________________

Signature of consumer(s) (only if sent on paper): __________________________________

Date: ________________________________________________________________________

*Delete as appropriate.