Refund policy

Every tea we offer is chosen with care, stored with care, and packed by hand in Boulder. If something arrives in a way that doesn't honor that, we want to know and we'll make it right. Below is how we handle refunds, returns, and the occasional bump along the way.

Tea and Consumables

All tea and consumable items are final sale. Once tea leaves our care, we're unable to accept returns or exchanges for food safety reasons.

That said, we stand behind the quality of every tea we send. If something seems off when you open it, please reach out before brewing further. Send us a photo and a short note to info@livingtea.net so that we can work with you.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery. Please include your order number and photos of the item and its packaging.

Once we've reviewed it, we'll send a replacement at no cost to you. If a replacement isn't available, we'll issue a full refund, including shipping. If we need the item back, we'll provide a prepaid return label.

Teaware and Ceramics

Unused teaware may be returned within 14 days of delivery. Items must be unwashed, undamaged, and in their original packaging. Please contact us before sending anything back so we can share return instructions.

Returns of undamaged teaware are subject to a 15% restocking fee. Return shipping is the customer's responsibility, and original shipping charges are non-refundable. Once your return arrives and is inspected, we'll issue a refund to your original payment method or store credit, whichever you prefer.

Much of our teaware is handmade by individual artisans. Variations in glaze, color, size, shape, and pour are part of each piece's character and are not considered defects. Limited-edition and artist collaboration pieces are final sale unless they arrive damaged.

Tea Clubs

Puerh Club and Seasonal Tea Club memberships can be canceled anytime before your next billing date. Cancellations take effect for the following shipment.

Club shipments are curated, portioned, and packed specifically for members, so boxes that have already shipped are final sale.

Order Cancellations

We pack and ship most orders within 1 to 3 business days. If you need to cancel, contact us as soon as possible. Orders canceled before they ship can receive the full order amount as store credit, or a refund to the original payment method minus payment processing fees. Once an order has shipped, it can no longer be canceled, and the policies above apply.

Lost, Stolen, or Returned Packages

If your tracking hasn't updated in several days or your package seems lost in transit, let us know. We'll open an investigation with the carrier, and if the package is confirmed lost before delivery, we'll reship your order or issue a refund.

Once tracking shows a package as delivered, responsibility passes to the carrier. We're glad to help you file a claim, but we're unable to replace or refund packages marked delivered. Please double-check your shipping address at checkout, as we can't be responsible for orders sent to an address entered incorrectly.

Packages returned to us. Sometimes a package comes back to us because of an incorrect or incomplete address, a failed delivery attempt, or a package that was refused or left unclaimed. When this happens, we'll email you to confirm your address and arrange next steps.

You can choose to have your order reshipped, with a new shipping charge paid by you, or receive a refund for the products, minus payment processing fees, the original shipping cost, and any return fees charged by the carrier. If we don't hear back within 30 days, we'll issue the order value as store credit.

If the package was returned because of an error on our end, we'll reship it at no cost to you.

International Orders

International customers are responsible for any duties, tariffs, VAT, or customs fees charged by their country. These fees are set by local authorities and are not included in your order total.

If a package is refused, abandoned, or returned because customs fees went unpaid, we'll issue a refund for the products only, minus the original shipping and the cost of return shipping. We're unable to refund customs fees or delays caused by customs processing.

How Refunds and Store Credit Work

Approved refunds go back to your original payment method. Please allow 5 to 10 business days for the refund to appear, depending on your bank.

Store credit is issued to your customer account. It expires 5 years after the issue date and can be used on any future purchase.

If your order used a discount code, refunds reflect the amount you actually paid. Shipping charges are non-refundable unless the issue was our error.

Reach Out

We're a small team, and every message is read by a real person. For any question about an order, email us at info@livingtea.net with your order number, and we'll get back to you within 1 to 2 business days.

We reserve the right to review each situation individually and make exceptions where it feels right.