Refund policy

Returns & Refund Policy

 

Satisfaction Guarantee

At Nutricas, every batch of our Oolong Tea is sourced directly from the Yunnan Highlands with care and held to strict quality standards before it reaches you. We want every customer to feel confident in every order, and the policy below explains how returns, refunds, cancellations, and replacements are handled.

 

1. Damaged or Defective Items

If your Nutricas Oolong Tea arrives damaged or defective, please contact us within 7 days of delivery at sales@nutricas.com.

To help us resolve the issue quickly, please include clear photos or a short video showing the damage. Once verified, we will arrange one of the following at no cost to you:

  • A free replacement shipment, or
  • A full refund issued to your original payment method.

 

2. Satisfaction Guarantee for Unopened Items

We accept returns of sealed, unopened tea packs within 90 days of purchase.

  • If you ordered multiple units, any unopened packs are eligible for a full refund.
  • Returned items must be in their original packaging and condition, accompanied by proof of purchase.

 

3. Dissatisfaction with a Product (Used Items)

We understand that taste is personal, and not every blend is the right fit for every customer and that’s completely okay. Because our teas are consumable items, any opened or used packs are not eligible for a refund.

That said, our team will always do our best to help you out. If you wish to make a return, please follow the policies and steps outlined in our Return and Refund Policy. Your feedback is also greatly appreciated, as it helps us continue refining our product and improving your overall Nutricas Oolong Tea experience.

 

4. Exclusions

Refunds are not available in the following circumstances:

  • Items returned after the stated return period.
  • Opened products when multiple packs were purchased.
  • Products damaged due to misuse, improper storage (humidity, pests, exposure to heat, etc.), or customer negligence.

 

Cancellation and Amendment

If you need to make changes or cancel your order, contact us immediately after placing it at sales@nutricas.com.

Once an order hits our systems, it can’t be edited. It’s also very rare that our warehouse can stop the shipping process once they have your details since they use an automated system. We will try to prevent it from being shipped, but please be aware that this is not usually possible.

If it is too late to cancel the order, you will need to follow our Returns process.

 

Return Policy

When returning tea:

  • Request a return first at sales@nutricas.com as items sent back without approval won’t be accepted.
  • Once approved, we’ll provide the return address and instructions.
  • Customers are responsible for return shipping costs unless the return is due to damage or defect.
  • Please share the tracking number once shipped so we can monitor the return.

Refunds will be credited back to your original payment method. Please allow 7–10 business days (depending on your bank) after we receive and process the return.

 

Important:

  • We cannot accept returns on sale items or gift cards.
  • If more than 15 business days pass after your return is marked as delivered and you haven’t heard from us, please email us.

 

European Union 14-day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Replacement

We’ll send you a replacement free of charge if:

  • Your tea arrived damaged or defective,
  • Or items were missing from your order.

Not eligible for replacement:

  • Products damaged by customers,
  • Discarded tea packs (we require photos or videos to validate claims).

If the issue is reported within 90 days of delivery and verified, we’ll ship out a replacement. You do not need to return the defective tea.

 

Refund Policy

The following circumstances are not eligible for a refund:

Your order does not arrive due to factors within your control such as:

  • Incorrect Address: If the customer provides an incorrect or incomplete shipping address, it can lead to delays as the carrier attempts to resolve the issue.

Your order does not arrive due to factors not in our control such as:

  • Weather Conditions: Natural disasters, storms, hurricanes, or other severe weather events can disrupt transportation and cause delays.
  • Customs Clearance: International shipments may be delayed due to customs processing, inspections, or documentation issues.
  • Carrier Issues: Problems with the shipping carrier, such as technical issues, transportation breakdowns, or operational challenges, can lead to delays.
  • Public Holidays: National or regional holidays can impact shipping schedules, leading to delays in processing and delivery.
  • Global Events: Events such as pandemics, strikes, or geopolitical issues can disrupt global supply chains and cause delays.
  • Peak Seasons: High-demand periods, such as holiday seasons, can overload shipping systems, causing delays in processing and delivery.
  • Unexpected Events: Unforeseen events like accidents, emergencies, or unexpected road closures can disrupt the transportation network and cause delays.
  • Carrier Strikes: Labor strikes by employees of shipping companies can disrupt normal operations and lead to delays.

 

You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message at sales@nutricas.com

Shipping fees paid by the customer when placing the order are non-refundable. This applies to customers who no longer wish to keep the items and seek to initiate a return.

Damages to the product caused by customers. It is important to note that when customers are responsible for the damage, our policy doesn't allow for any refunds.

 NOTE: Our support team will ask for any needed documents, such as photos or videos, to properly assess any type of request.

 

Subscription Policy – Cancellation & Refund Eligibility

  • You can cancel your Nutricas Oolong Tea subscription anytime by emailing sales@nutricas.com before your next billing date.
  • Once an order has processed or shipped, it cannot be cancelled but may be returned unopened under our 90-day policy.
  • Subscription fees already processed are non-refundable. However, once you cancel, no further charges will apply.