Refund policy
Our Refund Returns & Cancellation Policy
We want you to be happy with our products, and we offer the following policy to support that. While our policies are in place to safeguard the process, we always prioritise context and human connections. If you feel the information below doesn’t fully speak to your particular situation, please don’t hesitate to contact us. We’re open to hearing your concerns and are committed to addressing matters with care on a case-by-case basis.
Non-Faulty Returns: We've got you covered if you change your mind about a product. We accept returns requested within 14 days of receipt of the products (as indicated by the delivery date shown on the tracking). We will provide a refund. For the return to be eligible:
- The product must be unopened, unused and undamaged to qualify.
- The product must be returned before we can issue any refunds.
- The return postage cost is the client's responsibility.
- The refund will be for the price paid for the product and does not include shipping, customs, or sales tax charges imposed by your local authorities.
- Due to copyright legislation, we cannot accept returns on books.
To initiate a return, please get in touch with us at support@grasspeopletree.com with your order number. Please note that returns will need to be sent to the following address:
Grass People Tree, Master's Tea House
Da Jue Jing She, 86 Dian Tai Jie, Yun Yan Qu, Guiyang, Guizhou, 550002
+86 15985183027
Address Accuracy
Customers are responsible for providing accurate shipping information during the order process. If a package is returned to our local courier due to an incorrect or incomplete address provided by the customer, Grass People Tree cannot be held accountable. We regret that we cannot offer refunds or replacements in such cases and cannot assume responsibility for any communication issues arising from inaccurate address details. We strongly advise customers to thoroughly review their shipping information before finalising orders to ensure successful delivery.
Missing Packages
Grass People Tree endeavours to ensure the safe delivery of all packages. However, once a package has been confirmed as delivered by the carrier, we are unable to assume liability for any subsequent loss or theft. In the event of a missing package that has been marked as delivered, customers are encouraged to contact the carrier directly to file a claim. Grass People Tree will provide assistance and necessary documentation to support such claims to the best of our ability. We regretfully cannot offer replacements or refunds for packages confirmed as delivered by the carrier but subsequently reported as missing.
UK & European Union 14-day cooling-off period
Notwithstanding the above, if you are a resident of the UK or the European Union, you have the right to cancel or return your order within 14 calendar days after placing it, for any reason and without justification. As mentioned above, your item must be in the same condition as when you received it, unworn, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. Exemptions include custom-made or personalised items, pre-order or made-to-order items such as teapots, perishable goods, and sealed goods that have been unsealed after delivery.
Cancellation Policy Outside UK & EU
We do not accept cancellations made more than 72 hours after the purchase date and time. This applies to all orders, including made-to-order items (such as personalised or pre-order teaware), as production and artisan coordination begin shortly after the order is confirmed.
Requests to cancel due to changes in personal finances, preferences, or misunderstanding of our terms will not be honoured beyond this period. We appreciate your understanding and respect for our process.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, including courses, classes, event tickets, items on sale with more than a 30% discount, and made-to-order items (such as teaware) that are marked as non-refundable on our website. Please don't hesitate to contact us if you have any questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
All pre-order Yixing teapots are made-to-order in collaboration with our partnered artisans. These are not off-the-shelf items—they are one-of-a-kind, commissioned works, rooted in relationship, time, and craft. As such, all pre-order Yixing teapots are final sale and non-returnable, except in the rare case of transit damage, which must be reported within three days of receipt via written email, accompanied by full photographic evidence.
If you are not satisfied with a non-faulty teapot, please do not hesitate to contact us. We are open to resolving concerns on a case-by-case basis.
Faulty Returns
If you receive a product that you believe is faulty or develops a fault within 60 days of purchase, please notify us immediately by email. We will assess the issue to determine if the product is defective, and if we agree that there is a fault, we will issue you a replacement or refund, with the following conditions:
- The product fault must be reported within 60 days of receipt of the product.
- We will verify the fault or damage before issuing any refunds. We may request photographs for verification purposes.
- If we require the product to be returned, we will cover the return shipping costs.
- We will either replace it with free shipping or refund the amount paid for the product plus the shipping charge for the product. Please be aware that if the product was sent with other items, the shipping refund will be proportional.
Should the cost of shipping for a replacement exceed the cost of the goods themselves, we reserve the right to issue a credit/refund instead, or we will offer to ship a replacement item with your next order.
Refused Delivery
We take care of import taxes, sales taxes and customs duties for each order. However, for unforeseen reasons, should you be required to pay extra by the authorities in your destination country, and should you refuse the delivery due to unwillingness to pay these charges or for any other reason:
Upon receipt of the items, we will refund the cost of the items, but we do not refund the shipping costs. If the items are damaged, we will deduct the value of the damaged items and refund you the rest.
Incorrect Orders
If we mistakenly send you the wrong product or if an item is missing, please notify us within 14 days by email. We will either refund or credit you, or dispatch the correct product immediately with free shipping. If we require the return of an incorrect product, we will cover the return shipping costs.
Should the cost of shipping the missing item exceed the price of the goods themselves, we reserve the right to issue a credit/refund instead, or we will offer to ship a replacement item with your next order.
Processing Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund as well.
If more than 15 business days have passed since we’ve approved your return, don't hesitate to get in touch with us at support@grasspeopletree.com