RETURNS AND EXCHANGES POLICY
THIS SECTION ON “RETURNS AND EXCHANGE POLICY” DOES NOT AFFECT YOUR STATUTORY RIGHTS.
You have the right to exchange any tea accessory that does not suit you within 30 days of the order. Exchange of tea accessory is limited to products from the same collection as purchased, subjected to stock availability. Other exchange requests will be reviewed and subjected to TWG Tea management's approval. However, perishables including packaged teas and tea leaves cannot be returned or exchanged due to health and hygiene reasons. All exchange requests are subject to verification and TWG Tea reserves the right, in its sole discretion, to refuse or limit exchanges.
You are entitled to a replacement or refund in voucher credits for any items which are deemed defective by TWG Tea within 30 days after receipt of the order. Supporting invoice and picture(s) of the defect must be provided to the Customer Service Team. Replacement will be of the same product, subjected to stock availability. Defects will be assessed in accordance with TWG Tea’s internal quality standards. Where identical replacement is unavailable, TWG Tea may, at its option, issue voucher credits.
TWG Tea will only accept returns of tea accessories in their original condition and packaging and accompanied by the invoice. Artisanal products not limited to tea tins (sold empty) and buffalo horn tea scoops are hand crafted, natural irregularities will not be the basis for any returns. Returns that are used, damaged or soiled will not be accepted and may be returned to the Customer, at the Customer’s expense (this may include shipping costs and additional duties and taxes). TWG Tea shall not be responsible for loss or damage of goods returned without the designated carrier.
TWG Tea reserves the right to reject returns where fraud, abuse, or misuse of our Returns and Exchange Policy is suspected. Returned merchandise will be subject to authentication and verification procedures.
All eligible international returns of duty-paid item(s) to TWG Tea HQ will be chargeable at a flat rate of S$15. Upon receipt of your order, we request that you contact us at CustomerService@TWGTea.com prior to all return requests and the team will arrange for your items to be returned to us via DHL Express to ensure that they are protected and insured during transit. Should a top-up payment be required in the event of a higher priced product, it should be made before arrangement of delivery. Payment will be calculated based on original purchase price. Exchanges will reflect the price paid at the original time of purchase and exclude discounts or expired promotional offers.
Any claims for missing, damaged, or incorrect items must be submitted within 3 days of delivery, failing which the products shall be deemed accepted.
Please note that we will not be liable for goods which are not returned using our DHL Express service.
For orders shipped to Singapore, TWG Tea will refund the original purchase price (including GST) of the item. For orders shipped to countries other than Singapore, TWG Tea will refund the original purchase price of the item less any applicable duties, taxes or shipping charges, unless required by governing law, duties, taxes, and shipping charges are non-refundable. Reimbursement will be made within a maximum of 30 days upon receipt of the returned merchandise. The return postage will be at your charge.
In order to be entitled to a refund or product exchange, please contact the Customer Service Team as stated below by email at CustomerService@TWGTea.com or call us from Monday through Friday, 9am to 6pm excluding Singapore Public Holidays: Singapore:+65 6733 7997.
All eligible refunds will be credited back to your original mode of payment. For payment by debit or credit card, the refund will be reflected within 30 days. As for payment by PayPal account, the refund will be reflected within 3-5 business days. Refund timelines may vary depending on financial institutions and verification requirements.