Pukka Tea - Lean Matcha
Occasionally we have a situation where a customer wants to return a product.
All customers must ensure that the returns policy is followed.
By law, customers have the right to withdraw from the purchase of an item within fourteen (14) days after the date of purchasing a product, this is specified as the time the transaction is processed this is known as the cooling off period.
Should the customer choose to withdraw from the purchase of an item within the fourteen (14) day cooling-off period, we reserve the right to refund the cost of the item ONLY (the original postage and packing costs will not be refunded, and the customer must pay the return shipping costs). The cost of the Royal Mail will be that which has been incurred sending the product to the customer.
We recommend tracked postage be used and proof of postage be retained until the parcel has been confirmed as returned. We will not refund a customer if the return has not be received.
All returned items must be in their original condition and unused and without damage to item or the packaging in order for them to qualify as a return under the cooling off period of 14 days. Should the product be used or in the case of liquids the seals broken, then we will not accept a return.
Some items are non-returnable for hygiene, health and safety reasons. If a customer is making a return during the cooling-off period of a non-returnable item, the item must be in its unused condition and in original and unopened packaging. Should we deem the item to have been opened or used in any way, the return will not be accepted.
All items returned must comply with the conditions above, no item will be accepted if they do not meet these conditions.
We recommend you appropriately insure any returns as we cannot be held responsible for lost or damaged returns, please retain proof of return postage should this be required due to loss or damage of the item in transit. If you are not satisfied for any reason, please contact us immediately so that we can do our very best to assist you promptly.
Please be aware the Royal Mail are currently operating anything from 3-10 days behind on some deliveries. We apologies for the delay, but it is something out of our control.
We are currently offering free UK delivery on all orders.
We use Royal Mail Second Class for all of our UK deliveries and most of our orders are delivered within 3-5 days.
If you require your order to be upgraded please let us know.
Order cut-off for all delivery services is 2pm (UK time). Orders placed after 2pm will be treated, for the purposes of delivery, as having been placed the next working day. We try our best to accommodate and be as flexible as possible, please contact us if you have any specific requirements.
Working days are defined as Monday – Friday (excluding bank and public holidays) – therefore any orders placed after 2pm on Friday will not be processed until Monday.
You can if you let us know, upgrade to special delivery for a flat fee of £6.95 for guaranteed next day delivery.
Special Delivery will be shipped via either UPS, Royal Mail Signed For and Royal Mail Special Delivery require a signature to confirm receipt.
If a signature cannot be obtained, the carrier may ask a neighbour to sign for the delivery. Deliveries that require a signature will not be left if a signature cannot be obtained. If the carrier leaves the delivery with a neighbour or at your local post office, they will leave a card for you telling you where it is.
All delivery timescales are approximate and subject to availability.
The precise timing of a delivery cannot be specified.
International Shipping: WE ARE NOT ALLOWED TO SELL INTERNATIONALLY. WE ARE ONLY AUTHORISED TO SELL TO CUSTOMERS IN THE UK
Insurance – PLEASE READ
All our free flat rate and Royal Mail Signed for services are insured up to the value of £50. We recommend upgrading to the Royal Mail Special Delivery option for all orders over £50 as this covers goods up to £500 and is guaranteed next day delivery. We can only refund / replace goods up to the value of £50 if the Royal Mail Signed for option is chosen. If your order has not arrived within 3 working days please contact us with your order number immediately. If you require any clarification on the above please feel free to contact us by messaging us.