Refund policy
Returns and refunds
At Nauteas, we take great care in crafting and packaging our teas to ensure the highest quality. If you are not completely satisfied with your purchase, we’re here to help.
Due to hygiene and safety reasons, we cannot accept returns of tea products that have been opened or where the seal has been broken, unless they are faulty.
This is in line with UK regulations regarding perishable and consumable goods.
Returns Eligibility
To be eligible for a return:
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Items must be unused, unopened, and in their original packaging
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Items must be returned within 14 days of notifying us
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Proof of purchase (order number or receipt) is required
Faulty or Damaged Items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery at hello@nauteas.com, including:
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Your order number
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A description of the issue
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Photos of the product and packaging
We will offer a replacement or full refund, including any applicable shipping costs.
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
If approved:
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Refunds will be processed to your original payment method
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Please allow 5–10 working days for the refund to appear in your account
Return Shipping
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Customers are responsible for the cost of return shipping unless the item is faulty or incorrect
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We recommend using a tracked service, as we cannot be responsible for items lost in transit
Non-Returnable Items
We cannot accept returns on:
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Opened tea products
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Products with broken seals
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Gift cards
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Custom or personalised orders (unless faulty)
Exchanges
We do not offer direct exchanges. If you would like a different product, please return your item (if eligible) and place a new order.
Contact Us
For any questions regarding returns, please contact us at:
hello@nauteas.com
If you are shipping items over £40, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.