This policy applies to physical products purchased from Longjing N, including tea, teaware and tea treats. Return arrangements depend on the product, the reason for the return and any applicable consumer rights. Nothing in this policy limits your statutory rights, including where goods are faulty, damaged or not as described.
Return Conditions
Please contact us promptly if you would like to return an item. To confirm the return window and arrangements that apply to your order, visit https://longjingn.com/contact-us/. This policy does not replace or shorten any return or cancellation period available under applicable rules.
For a change-of-mind return, items should generally be unused, in reasonably good condition, and returned with their accessories and original packaging where applicable. Please take reasonable care of the goods while they are in your possession. These general requirements do not override your statutory rights, and missing packaging does not automatically exclude a valid claim.
Depending on the nature of the product, the product-page information and applicable rules, change-of-mind returns may be restricted for:
- Goods made to your specifications or clearly personalised.
- Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, where such an exception applies.
- Perishable goods or goods liable to deteriorate or expire rapidly.
- Consumable products that have been opened or used, where a return restriction is applicable.
These restrictions do not mean that all tea, teaware or tea treats are non-returnable. Eligibility will be assessed according to the particular item and circumstances. Restrictions on change-of-mind returns do not remove any applicable rights relating to faulty, damaged, incorrect or misdescribed goods.
How to Request a Return
- Contact us through https://longjingn.com/contact-us/ with your order number, the item you wish to return and the reason for your request. If relevant, include photographs of the issue.
- We will confirm the arrangements applicable to your order, including return eligibility, any relevant time limits, shipping responsibilities and the correct return address. Please obtain these instructions before sending goods back so they can be routed correctly.
- Pack the item securely and send it to the address provided, following the return instructions. We recommend retaining proof of postage and any tracking details.
- Once the return arrives, we will inspect it and confirm the outcome. Where a refund is due, we will arrange it in accordance with your applicable rights and the agreed return arrangements.
Refunds
Approved refunds will normally be issued to the original payment method. If that is not possible, we will contact you to agree a suitable alternative.
We will confirm the refund details once your request has been assessed. Refunds will be handled without undue delay and within any applicable requirements. The time it takes for the funds to appear in your account may also depend on your bank or payment provider.
Whether original delivery charges are refundable, and the amount of any refund, will depend on the reason for the return and applicable rules. Any proposed deduction will be explained and applied only where permitted.
Return Shipping Costs
Responsibility for return shipping costs will be confirmed based on the reason for the return, the condition of the goods and applicable rules. Different arrangements may apply to a change-of-mind return and a return involving faulty, damaged or incorrectly supplied goods.
Please contact us before arranging return shipping or incurring additional costs so we can confirm the appropriate method and any applicable reimbursement.
Exchanges
Exchanges depend on stock availability, the condition of the item and the circumstances of the request. Please contact us first to confirm whether an exchange is available and how to proceed. If an exchange is not suitable, we will discuss any available return or refund options without affecting your statutory rights.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, contains the wrong item, or appears faulty or not as described, please contact us promptly with your order details and a description of the problem. Photographs of the item and packaging can help us assess the issue, where available.
These cases are assessed separately from change-of-mind returns. We will explain the available remedy, which may include a replacement, repair or refund as appropriate under applicable rules. General return conditions and product exclusions will not be used to deny your statutory rights.
Contact Us
For return requests, refund questions or help with an order, please use our contact page: https://longjingn.com/contact-us/.
