Heywood Tea will ship based on the method you select from the available options. Hey Tea uses a third party shipping service provider to ship its products. The estimated time of the arrival of your product should be considered as an estimate only, and Hey Tea will not be responsible for any damages due to delays in shipping. Title and risk of loss shall pass to you at the moment the product that you have purchased is transferred to the third party shipping service provider.
For orders from overseas (outside Hong Kong), you agree to comply with the import regulations of the importing country that apply to the products purchased. The import regulations may change from time to time, or even may stop us from delivering our products to your hands. If the products are retained and destroyed by the Customs Office of the importing country, we will not be held responsible for the loss. You will be responsible for import duties, expenses incurred for customs clearance, local sales tax or VAT, if any.
If we cannot deliver the products due to the incorrect delivery information provided (e.g. wrong recipient names, wrong address, etc.), the shipping service provider will not arrange a re-delivery. We will not be held responsible for the loss.
If your order is either incorrect or damaged, please write a description, take a photo of the product and send us an email within 30 days after the shipment date. To be eligible for a return, your item must be unused and in its original packaging.
You will be responsible for the shipping cost of the returned items. Once your return is received and inspected, we will notify you via email. If the returned items satisfy the returned conditions stated above, you will be given a choice between a refund or a re-delivery of the items ordered.
The refunds will only be issued to the same credit card that was used for the original purchase. We will refund the full amount of the goods to you but the shipping cost is not refundable.
For the re-delivery of the items ordered, we will pay the shipping costs for you. The re-delivery of the items is subject to availability.
The refunds or re-delivery will be processed within seven working days upon the receipt of the returned items. We will notify you on the refund or re-delivery arrangement via email.