Shipping & Returns
Shipping & Returns
This Policy applies to purchases made through www.oootea.co.
The statutory consumer rights described below apply only to customers purchasing for purposes outside their trade or profession. Wholesale and other professional purchases are governed by the terms agreed for the relevant order.
Shipping
Shipping destinations and costs
Orders are dispatched from Madrid, Spain.
Available shipping destinations, delivery options, charges and estimated delivery times are shown at checkout before payment. These may vary depending on the destination, parcel size and service availability.
If a destination cannot be selected at checkout, we are unable to deliver there at present.
Unless otherwise agreed, orders will be delivered no later than 30 calendar days after the order has been accepted.
Delivery estimates are not guaranteed and may be affected by public holidays, periods of high demand, carrier delays or circumstances outside our reasonable control.
Dispatch and tracking
Once an order has been dispatched, we will send a confirmation email. Tracking information will be provided where it is available for the selected delivery service.
Delivery partners may vary according to the destination and characteristics of the order.
Order changes and cancellations
Please check the products, quantities and delivery information before completing an order.
If you need to request a change or cancellation, contact hello@oootea.co as soon as possible. We cannot guarantee that an order can be changed or cancelled once preparation has begun.
Orders that have already been dispatched must follow the applicable withdrawal and return process.
Incorrect addresses, refused deliveries and uncollected parcels
Customers are responsible for providing a complete and accurate delivery address and for accepting or collecting the parcel within the period indicated by the delivery service.
Refusing delivery, failing to collect a parcel or providing an incorrect or incomplete address does not, by itself, constitute a valid withdrawal from the purchase.
If a parcel is returned to us for one of these reasons, we may deduct or request payment of the reasonable costs resulting from the failed delivery, return transport, storage or renewed delivery, where permitted by law.
Any renewed delivery must be paid for before the parcel is sent again.
This does not apply where the delivery failure was caused by ooo.tea or by a delivery partner selected by us.
Delayed or missing parcels
If an order has not arrived within the estimated delivery period, contact hello@oootea.co with the order number.
We may need to open an investigation with the delivery partner before providing a replacement or refund.
Where ooo.tea selects the delivery service, the risk of loss or damage remains with ooo.tea until the parcel is physically received by the customer or by a person designated by the customer.
Returns
Fourteen-day right of withdrawal
Consumers have the statutory right to withdraw from an eligible online purchase without giving a reason within 14 calendar days from the date on which the order is received.
To exercise this right, the customer must send a clear withdrawal request to hello@oootea.co before the 14-day period expires. The email should identify the customer, order number and products being returned.
Please contact us before sending a return so that we can register the request and provide the correct return instructions and designated return address.
After notifying us, the customer must send the eligible products back without undue delay and no later than 14 calendar days after the withdrawal request was sent.
Returns sent without sufficient order information, to an incorrect address or after the applicable deadline may be delayed and, where no statutory right of return applies, refused.
We do not accept returns sent cash on delivery or with postage, customs charges or other amounts payable by ooo.tea upon receipt.
Return costs and responsibility
Where the customer withdraws because they have changed their mind, the customer is responsible for the direct cost of returning the products, including appropriate protective packaging and postage.
We recommend using a trackable and appropriately insured delivery service and retaining proof of postage until the return has been completed.
The customer is responsible for a return arranged independently by them until it is received by ooo.tea. We are not responsible for loss or damage caused during return transport by unsuitable packaging or by the delivery service selected by the customer.
Where a product is incorrect, damaged on arrival, defective or otherwise not in conformity with the order, ooo.tea will bear the necessary return costs.
Tea and other food products
Tea and other sealed food products cannot be returned under the right of withdrawal once their protective seal has been broken where, for reasons of health, hygiene or food safety, they are no longer suitable for return or resale.
Opening a tea package to smell, taste or inspect its contents constitutes opening the food product and not merely inspecting its external characteristics.
Unopened tea must have its protective seal intact and show no signs of tampering, damage or unsuitable storage.
Personal taste, a change of mind or dislike of a tea’s flavour or aroma does not mean that the product is defective or not in conformity with its description.
Natural differences in leaf shape, colour, aroma or flavour may occur between harvests and batches. Such reasonable variations do not in themselves constitute a defect where the tea remains consistent with its description.
These conditions do not affect the customer’s rights where the tea received was incorrect, damaged, unsafe or otherwise not in conformity with the order.
Teaware and other objects
Customers may inspect an object only to the extent reasonably necessary to establish its nature, characteristics and functioning, in a similar manner to an inspection in a physical shop.
Please do not use, wash or otherwise handle an object beyond what is necessary for this inspection.
Returned objects should include all components, accessories and protective materials originally supplied and must be securely packed to prevent damage during return transport.
Handling beyond what is reasonably necessary may include:
using the object to prepare, hold or serve food or drink;
washing it or placing it in a dishwasher;
exposing it to heat, flame, a microwave or unsuitable cleaning products;
causing scratches, stains, odours, chips, cracks or other marks;
returning it without supplied components or accessories;
packaging it inadequately for return transport.
Where such handling causes an actual reduction in the value of the product, ooo.tea may make a proportionate deduction from the refund, as permitted by law.
Handmade objects and natural variations
Many ooo.tea objects are handmade, individually glazed or fired in small batches.
Reasonable variations may occur in glaze, colour, texture, firing marks, shape, dimensions, weight and capacity. These characteristics may differ slightly from photographs or between individual pieces and are part of the nature of handmade production.
Such variations do not in themselves constitute a defect where the product remains consistent with its description, material and intended use.
Damage caused after delivery by impact, improper use, unsuitable cleaning, thermal shock, failure to follow care instructions or normal wear is not considered a lack of conformity existing at delivery.
Sets and complimentary items
Where products are sold as a set, all components must be returned together.
Any complimentary item supplied specifically in connection with a returned purchase must also be returned if the entire qualifying purchase is withdrawn.
Missing components, accessories or complimentary items may result in a proportionate deduction reflecting the resulting reduction in value.
Refunds
Returned products will be inspected before the refund is completed.
For an eligible withdrawal from the entire order, the refund will include:
the amount paid for the eligible returned products; and
where legally required, the cost of the least expensive standard delivery option offered for the original order.
Additional delivery costs resulting from the customer choosing a faster or more expensive delivery option will not be refunded.
For a partial return, the original delivery cost will not normally be refunded unless that cost would have been lower if the returned product had not formed part of the original order.
We may withhold the refund until we have received the returned products or the customer has provided sufficient evidence that they were sent back, whichever occurs first.
The refund may be reduced by:
the direct return cost, if ooo.tea arranged a prepaid return on the customer’s behalf;
a legally permitted reduction in value caused by handling beyond what was necessary to inspect the product;
other reasonable costs that may lawfully be charged under this Policy.
Refunds will be made to the original payment method unless otherwise expressly agreed. Payment-provider processing times are outside our control.
Exchanges
We do not offer automatic exchanges.
A customer wishing to purchase another product must return the original eligible product under this Policy and place a new order.
Damaged, incorrect or faulty products
Please inspect the parcel and products promptly after delivery.
If a parcel or product shows visible damage on arrival, please contact hello@oootea.co within 48 hours where reasonably possible.
Prompt notification helps us preserve evidence and submit a claim to the delivery partner. This requested timeframe does not limit the customer’s statutory rights.
Please provide:
the order number;
clear photographs of the product;
photographs of the internal and external packaging;
a photograph of the shipping label;
a short description of the problem.
The product and packaging should be kept until the case has been reviewed. We may request additional photographs or information reasonably necessary to assess the claim.
Contacting us does not mean that a claim has automatically been accepted. Where the evidence reasonably indicates that the product was damaged after delivery, used contrary to its care instructions, altered, substituted or not purchased from ooo.tea, the claim may be refused, subject to applicable law.
Nothing in this Policy limits the customer’s mandatory legal rights concerning products that are incorrect, unsafe, defective or otherwise not in conformity with the contract.
Purchases made in person
Purchases completed at a physical shop, market, event or pop-up do not benefit from the statutory 14-day right of withdrawal applicable to online purchases.
Unless a different policy is expressly offered at the point of sale, in-person purchases cannot be returned solely because the customer has changed their mind.
This does not affect the customer’s rights concerning incorrect, damaged or non-conforming products.
Contact
For shipping, withdrawal and return enquiries, contact:
hello@oootea.co