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.
Change of Mind
We don’t accept change-of-mind returns, exchanges or refunds on any product, through any channel — online, in store or wholesale. This applies to tea, teaware, accessories, gifts and sale items alike.
Most of our range is food, and tea is a consumable product. Once it has left us we can’t resell it, so we ask you to choose carefully. 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 — just ask before you order.
This does not affect your position when something arrives damaged, faulty or not as described. See below.
Damaged or Faulty Items
If your order arrives damaged or faulty, email us at hello@theteacollective.com.au within 5 business 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.
For wholesale orders, see Wholesale & Trade Orders in our Shipping Policy and Wholesale & Stockists in our Terms of Service.
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.
Our position on change of mind above does not and cannot exclude those guarantees. If a product is faulty, unsafe, significantly different from its description, or doesn’t do what we said it would, you are entitled to a remedy regardless of anything else in this policy.