Refund policy
Last updated: August 2026
Our Commitment
We take real pride in the quality of everything we send. If something isn’t right, tell us — we’d rather hear about it and fix it.
Tea
Tea is a consumable product, so we can’t accept change-of-mind returns or exchanges on any tea, opened or unopened. Our Tea Finder Quiz is a good way to find your match before you buy, and we’re always happy to point you in the right direction if you’re unsure.
Accessories
We accept returns on accessories within 14 days — from delivery for online orders, or from purchase in store. To be eligible, items need to be unopened, unused, undamaged and in their original packaging.
Approved accessory returns are issued as store credit. Return postage is the customer’s responsibility, and we recommend a trackable service, as we can’t be responsible for items lost on the way back to us.
Sale Items
Sale purchases are final. We don’t accept returns or exchanges on sale items.
Damaged or Faulty Items
If your order arrives damaged or faulty, email us at hello@theteacollective.com.au within 14 days of delivery with:
- Your order number
- A photo of the item
- A short description of what’s wrong
We assess each case individually and will arrange a replacement or store credit where applicable. If your order is damaged in transit, adding Shipping Protection at checkout gets it resolved fastest — see our Shipping Policy.
Requesting a Return
Please contact us at hello@theteacollective.com.au within 14 days of delivery or purchase before sending anything back. Returns sent without prior approval can’t be accepted.
Returned or Undeliverable Orders
If an order comes back to us because of an incorrect address or a failed delivery, and you’d prefer a refund rather than redelivery, a 30% restocking and administration fee applies. See our Shipping Policy for how redelivery works.
Bought From One of Our Stockists?
We’re glad our tea found its way to you. We always love hearing your feedback — but if you bought through one of our stockists or retailers, we’re not able to process returns, exchanges or refunds on their behalf. Please contact them directly; they’ll be best placed to help.
You’re always welcome to shop our full range with us directly at theteacollective.com.au or in store.
Your Rights Under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they are not of acceptable quality.