1. No Returns Due to Food Safety

As tea is a food product and subject to hygiene and safety regulations, we do not accept returns or exchanges for change of mind, taste preferences, or any reason other than verified quality issues or shipping damage.

2. Damaged or Defective Goods

If you receive a product that is damaged, defective, or not matching the description, please contact us within 7 days of delivery with the following information:

• Your order number and batch number (found on the product page or packaging)
• Clear photos or a short video showing the issue
• A brief description of the problem

We will evaluate the case and, if approved, offer a replacement or a full refund (including shipping cost).

3. How to Request a Refund

To initiate a refund request, email us at info@shaoguantea.com with the subject line “Refund Request – [Your Order Number]”. Our customer service team will respond within 2 business days.

4. Refund Processing Time

Approved refunds will be processed within 5‑7 business days. The refund will be issued to your original payment method (PayPal or bank transfer). You will receive a confirmation email once the refund is completed.

5. Shipping Costs for Returns

If a return is approved due to our error (e.g., wrong item sent, quality issue), we will cover the return shipping cost. For any other situation, return shipping costs are the responsibility of the buyer.

6. Bulk Orders (B2B)

For wholesale bulk orders, refund and return terms are negotiated individually in the sales contract. Please refer to your proforma invoice or contact our trade team for specific terms.