Refund policy
Last updated: 23/02/2026
At CEYARA, we want every customer to be completely satisfied with their purchase. This Refund Policy explains how we handle returns, refunds, exchanges, cancellations, and delivery-related issues for orders placed on www.ceyaratea.com.
By placing an order, you agree to the terms outlined below.
1. Eligibility for Returns & Refunds
We follow applicable UK consumer protection laws, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
You have the right to notify us of your intention to cancel eligible orders within 14 days of receiving your goods.
Once you notify us of cancellation, you have a further 14 days to return the goods to us.
To qualify for a return and refund:
- The product must remain unopened, unused, and in resellable condition.
- The product must be returned in its original packaging.
- Proof of purchase must be provided, such as an order number, invoice, or confirmation email.
Due to hygiene and food safety regulations, sealed food and beverage products that have been opened after delivery are not eligible for return under the Consumer Contracts Regulations 2013.
2. Non-Returnable Items
The following items are not eligible for return unless faulty or incorrect:
- Opened or unsealed tea products
- Loose-leaf tea pouches with broken seals
- Personalised or customised products
- Sale, promotional, or clearance items
- Gift cards, if applicable
If returned items do not meet eligibility requirements, we may refuse the refund or apply a partial deduction where permitted by law.
3. Faulty, Damaged, or Incorrect Items
If your order arrives faulty, damaged, or incorrect:
- Contact us as soon as possible, preferably within 48 hours of delivery.
- Provide photographs of the packaging and affected items.
- Include your order number and a description of the issue.
Once verified, we may offer:
- A replacement
- A full refund
- Store credit or partial refund where appropriate
For faulty, damaged, or incorrect items, we will cover reasonable return shipping costs.
Nothing in this Refund Policy affects your statutory rights under UK consumer law.
4. How to Start a Return
To request a return, cancellation, or refund, please contact:
Please include:
- Your order number
- The item(s) you wish to return
- The reason for return
- Photographs, if applicable
We will provide return instructions and confirm the appropriate return process.
5. Return Address
Please do not send returns to our registered business address unless specifically instructed to do so.
All approved returns must be sent to our designated returns address below:
CEYARA LTD
12 Fiddies Drive
Bingham
Nottingham
NG13 7BG
United Kingdom
Returns sent without prior authorisation or to an incorrect address may experience delays and may not be eligible for refund processing.
6. Returning Goods
Unless the item is faulty, incorrect, or damaged, customers are responsible for return shipping costs.
Returned items must be packaged securely to prevent damage during transit.
We strongly recommend using a tracked or signed postal service, as we cannot be responsible for returned items lost during transit.
If returned products are damaged due to inadequate packaging or handled beyond what is necessary to inspect them, we may reduce the refund amount accordingly.
7. Refund Processing Times
Once returned goods are received and inspected:
- We will notify you by email whether your refund has been approved or rejected.
- Approved refunds will be issued to the original payment method used during checkout.
We aim to process refunds within 14 days of:
- receiving the returned goods; or
- receiving proof that the goods have been returned,
whichever occurs first, in accordance with UK consumer law.
Please note that payment processing times may vary depending on your bank, card issuer, Shopify, Stripe, PayPal, or other payment providers.
Payment providers may include:
For eligible order cancellations under UK consumer law, we will refund the standard outbound delivery cost originally paid. Additional charges for express or upgraded shipping services are non-refundable.
8. Order Cancellations
You may cancel your order before dispatch by contacting us as soon as possible:
If your order has already been dispatched, you must follow the standard returns process outlined in this policy.
Shipping costs may still apply unless the goods are faulty, damaged, or incorrect.
9. Exchanges
We do not currently offer direct exchanges.
If you would like a different item, please request a return and place a new order separately.
10. International Orders
For orders delivered outside the United Kingdom:
- Customs duties, import taxes, and handling fees are non-refundable.
- International return shipping costs are the customer’s responsibility unless the goods are faulty or incorrect.
- Customers are responsible for ensuring imported products comply with local laws and regulations.
We are not responsible for delays, seizures, or destruction of goods by customs authorities.
11. Non-Delivery or Lost Parcels
If tracking information shows your parcel as delivered but you have not received it:
- Check with neighbours, household members, or designated safe places.
- Contact the courier directly using your tracking information.
- Notify us within 7 days of the delivery confirmation.
We will work with the courier to investigate the issue and determine an appropriate resolution.
Where appropriate and in accordance with UK consumer law, we may provide a replacement or refund.
12. Refused Deliveries & Failed Deliveries
If a parcel is returned to us due to:
- incorrect address details provided by the customer
- repeated failed delivery attempts
- refusal to accept delivery
we may deduct original shipping costs and any return courier fees from the refund amount.
13. Promotional Orders & Free Gifts
Where an order included a free gift, bundle offer, or promotional discount dependent on minimum spend, the refund amount may be adjusted if returned items reduce the order below the qualifying threshold.
14. Changes to This Refund Policy
We may update this Refund Policy periodically.
Any changes will be published on this page with an updated “Last updated” date.
Continued use of the Website after updates constitutes acceptance of the revised policy.
15. Related Policies
Please also review our:
- Terms & Conditions
- Privacy Policy
- Shipping Policy
- Cookie Policy
- Wellness Disclaimer
16. Contact Us
If you have any questions regarding returns, refunds, cancellations, or exchanges, please contact:
Ceyara Ltd
Alison Business Centre
39–40 Alison Crescent
Sheffield S2 1AS
United Kingdom
Email: info@ceyaratea.com
Registered in England & Wales
Company Registration Number: 16864371
We are committed to ensuring your experience with CEYARA is positive and professional.