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Return, Exchange & Refund Policy

Last Updated: May 16, 2026

At Teavra, we curate our collections with an uncompromising standard of purity, quality, and intention. Because our offerings comprise rare, perishable ancient-tree tea harvests (Gushu) and delicate, hand-forged artisanal vessels, we govern all returns, cancellations, and refunds under the strict legal and operational guidelines outlined below. This policy operates in perfect alignment with our Shipping & Logistics Policy.

I. Statutory Order Cancellation Framework

Customers possess a limited right to revoke their purchase contract prior to order fulfillment under the following terms:

  • The Fulfillment Window: In alignment with Section 1 of our Shipping Policy, our bespoke curation and packaging process requires 5 to 14 business days. You may request an order cancellation within 48 hours of initial transaction execution, provided the consignment has not yet been processed or dispatched to our courier network.

  • Procedure: To initiate a cancellation, a formal request must be transmitted to our concierge team at support@teavra.com.

  • Reimbursement Timeline: Upon valid cancellation, a full refund will be initiated to your original payment gateway instrument. Please allow 3 to 5 business days for financial institutions to process and settle the transaction back into your account. Cancellations requested after an order has entered final processing, split-shipment routing, or fulfillment pipelines cannot be authorized; in such instances, the standard return rules under Section II and Section III shall apply.

II. Perishable Commodities & Tea Consumables

In alignment with global food safety regulations, cross-border biological security protocols, and to preserve the absolute botanical purity of our inventories, all tea products are classified as perishable consumables.

  • Opened Teas: We strictly cannot accept returns, exchanges, or refunds on any tea products once the outer tamper-evident seal, vacuum foil wrap, or protective tin enclosure has been broken, pierced, or altered.

  • Unopened Teas: If the outer tamper-evident security seal remains fully intact and uncompromised, you may request a return within 7 calendar days from the verified date of delivery as recorded by the courier network's tracking checkpoints.

  • Sensory Variation Disclaimer: Teavra curates natural, unblended, high-altitude Gushu harvests. Because these are seasonal agricultural yields from living ancient trees, natural variations in aroma, flavor profiles, Cha Qi (tea energy), and leaf geometry are normal characteristics of luxury tea. We do not offer refunds, store credits, or exchanges based on subjective personal taste preferences. To assist in your exploration of new vintages, we recommend acquiring our smallest available quantities prior to investing in larger volumes.

III. Artisanal Teaware & Visual Variance

We take immense pride in the unique pedigree of our curated vessels. If a piece of non-perishable teaware fails to align with your sensory ritual, it may be eligible for return under stringent compliance conditions:

  • Pristine Condition Mandate: To be eligible for a return, the item must be completely unused, free from water or tea stains, unwashed, and returned in its exact original, undamaged presentation box and protective padding.

  • Timeline: Return authorizations must be officially requested via our concierge (support@teavra.com) within 7 calendar days of verified carrier delivery.

  • Artisanal Variance Clause: Hand-forged ceramics, reduction-fired stoneware, mouth-blown glassware, and authentic Yixing Zisha clay vessels carry unique physical "fingerprints" of the master craftsman. Slight variations in glaze flow, kiln transformations, mineral spotting, weight, texture, or silhouette are standard hallmarks of authenticity and premium pedigree. These inherent artistic traits do not constitute structural defects or product errors, and returns based on these variations are classified as voluntary.

IV. Damaged, Defective, or Faulty Consignments

Every Teavra order is secured with shock-absorbent luxury packaging prior to global dispatch. In the rare event that an item suffers damage during international transit:

  • Evidentiary Documentation Required: In alignment with Section 7 of our Shipping Policy, the customer must preserve all external shipping boxes, inner padding, and the damaged item. You must document the condition immediately with clear, high-resolution photography and video evidence showing the damage and the carrier's shipping label.

  • Reporting Window: Contact our concierge within 48 hours of verified carrier delivery, appending your order identifier and your visual evidence.

  • Resolution: Upon formal verification of transit damage by our logistics team, Teavra will arrange for a priority replacement to be shipped at our expense, or issue a full refund. Failure to report transit damage within the 48-hour delivery window voids our courier insurance coverage and will result in the denial of your claim.

V. The Restitution & Quality Inspection Process

  • Authorization Required: No returns will be processed or accepted without a pre-authorized Return Merchandise Authorization (RMA) tracking number issued by our concierge team. Unsolicited packages sent back to our facilities will be rejected or discarded without restitution.

  • Initiation & Split Shipments: To request an RMA, communicate directly with support@teavra.com stating your order identifier and an explicit reason for your request. If your items arrived via separate dispatches (as outlined in our Shipping Policy's Split Shipment protocol), please clarify which specific tracking ID and batch the return pertains to.

  • Quality Audit: Upon secure arrival at our Hong Kong inspection center, returned items will undergo a comprehensive quality audit to confirm that condition criteria have been satisfied.

  • Approval & Rejection Notification: We will notify you via email regarding the formal approval or rejection of your return. If approved, the refund will be automatically executed via your original payment channel within 5 to 10 business days. Bank processing cycles and international credit card settlement windows vary and are outside our operational control.

  • Authorized Return Facility: All authorized returns must be routed to our legal corporate entity at:

    HONG KONG PRIMADAWN GROUP LIMITED

    RM 1002, 10/F, Easey Commercial Building,

    253–261 Hennessy Road, Wan Chai, Hong Kong

  • Logistical Liabilities & Cost Allocation: In compliance with Section 6 of our Shipping Policy, original outbound shipping fees paid at the time of purchase are structurally non-refundable. For all voluntary returns (non-damaged items), the customer assumes full financial responsibility for the cost of return shipping. You must utilize an insured, trackable shipping service, as Teavra assumes zero legal or financial liability for items that are lost, intercepted, or damaged during return transit.

VI. International Customs, Tariffs, & Duty Reclamation

For our international community of patrons, please be advised that all cross-border import duties, consumption taxes (VAT/GST), or regional brokerage fees levied by destination customs authorities (as outlined in our Shipping Policy) are paid directly to your local government and are completely non-refundable by Teavra. If you return an unopened or authorized item, you must coordinate directly with your domestic customs agency to petition for a duty drawback or tariff recovery.

VII. Legal Contact Matrix

For explicit inquiries regarding our Return and Refund Policy, or to submit a formal legal claim, please connect with our corporate compliance office:

HONG KONG PRIMADAWN GROUP LIMITED

RM 1002, 10/F, Easey Commercial Building

253–261 Hennessy Road

Wan Chai, Hong Kong

  • Corporate Phone: +852 6916 2005

  • Concierge Intake Inbound: support@teavra.com