Cancellation before dispatch
Contact PRIMTEA as soon as possible. An order that has not entered packing or dispatch can be cancelled for a refund to the original payment method.
Customs non-clearance
If PRIMTEA or its carrier abandons an undelivered shipment because its designated route cannot complete clearance, we will initiate a refund for the undelivered order. Customers will not be required to resolve exceptional food-import documentation themselves.
Damaged or incorrect orders
Contact us within seven days of delivery with the order number and clear photographs. After review, PRIMTEA may replace the affected item or refund it to the original payment method.
Tea returns
Opened tea cannot normally be returned because it is a food product. Unopened products may be considered for return where local consumer law requires it. Return instructions must be confirmed before a parcel is sent back.
Refund timing
Approved refunds are initiated promptly. The time for funds to appear depends on the payment provider and the customer's bank.