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Returns & Refund Policy

At Tea Warehouse, we take care to ensure that our products are supplied in good condition and accurately match the products ordered.

This Returns & Refund Policy applies to purchases made through the Tea Warehouse website and is subject to your rights under the Australian Consumer Law.

Change of Mind

Due to the nature of our food, beverage ingredients and consumable products, we generally do not accept returns, exchanges or refunds for change of mind.

This includes situations where you:

  • ordered the wrong product, flavour, size or quantity;

  • no longer require the product;

  • found the product cheaper elsewhere; or

  • changed your mind after placing or receiving the order.

Please check your order carefully before completing your purchase.

Food & Consumable Products

For food safety and hygiene reasons, opened, used or partially consumed food and beverage products cannot be returned for change of mind.

This includes, but is not limited to:

  • syrups and fruit concentrates;

  • powders and milk tea powders;

  • tapioca pearls;

  • popping pearls;

  • jellies and toppings;

  • canned products;

  • tea products; and

  • other food or beverage ingredients.

This does not limit any rights you may have under the Australian Consumer Law where a product is faulty, unsafe, damaged or otherwise fails to meet a consumer guarantee.

Damaged, Faulty or Incorrect Products

If you receive a product that is damaged, faulty, unsafe, materially different from its description, or different from the product you ordered, please contact Tea Warehouse as soon as reasonably possible after receiving your order.

To help us assess the issue, please provide:

  • your order number or proof of purchase;

  • the name of the affected product;

  • a description of the issue; and

  • clear photographs or video showing the product, packaging and any damage or defect, where reasonably possible.

Please keep the affected product and its packaging until we have reviewed your claim, as we may need additional information or require the product to be returned.

Incorrect or Missing Items

If an item is missing from your delivery or you receive an incorrect product, please contact us as soon as reasonably possible.

Once confirmed, we will arrange an appropriate solution, which may include sending the correct or missing product, providing a replacement, or issuing a refund where appropriate.

Shipping Damage

Please inspect your order after delivery.

If your parcel or product has been damaged during transportation, please take clear photographs of:

  • the external shipping carton or packaging;

  • the shipping label;

  • the damaged product; and

  • any internal packaging.

Please contact us as soon as reasonably possible so that we can assess the issue and, where applicable, raise a claim with the delivery provider.

Return Shipping

Please contact Tea Warehouse before returning any product. Products returned without prior communication may experience delays in assessment.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, Tea Warehouse will meet its obligations regarding reasonable return costs.

Where a return is accepted for another reason at our discretion, the customer may be responsible for the return shipping costs.

Refunds

Once a refund has been approved, it will generally be processed using the original payment method unless otherwise agreed.

The time taken for the refund to appear in your account may depend on your bank, card provider or payment provider.

Original delivery charges are generally not refundable for change-of-mind returns or other discretionary returns. This does not limit any entitlement you may have under the Australian Consumer Law.

Retail Pickup Orders

Customers collecting orders from our warehouse should check their order as soon as reasonably possible.

If you discover that an item is incorrect, damaged or faulty, please contact Tea Warehouse and provide your order details and information about the issue.

Our Retail Pickup policy does not exclude your rights under the Australian Consumer Law.

Wholesale & Business Orders

Wholesale and commercial orders may be subject to additional agreed trading terms, account terms or supply agreements.

Where applicable, those terms should be read together with this Returns & Refund Policy.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable Australian law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.

Contact Us

If you have a question about a return, refund, damaged product or incorrect order, please contact Tea Warehouse before returning the product.

Tea Warehouse
Hey Juice Australia Pty Ltd
125/14 Loyalty Road
North Rocks NSW 2151
Australia

Please include your order number and relevant photographs where applicable so we can assess your request as efficiently as possible.

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