Refund policy

We want you to enjoy every sip of our tea and love your teaware! If something isn’t quite right, here is everything you need to know about our return and refund process.

Our 14-Day Return Policy (Including EU Right of Withdrawal)

We want you to shop with complete peace of mind, no matter where you are in the world. We offer a universal 14-day return policy for all our customers. If your order is delivered within the European Union, this policy serves as your statutory Right of Withdrawal. This means you have the legal right to cancel your order and return your items to us within 14 days of receiving your package, for any reason and without justification. We gladly extend this same "no questions asked" 14-day window to our international customers outside the EU as well!

Item Eligibility

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You will also need the receipt or proof of purchase (your order number).

Loose Tea

Due to strict hygiene and safety standards, we cannot accept returns on loose tea in opened cans, jars, or pouches. But we gladly accept returns of loose tea in sealed refill packaging, provided the tamper-evident seal is completely intact.

Teaware & Accessories

Because ceramics, glass, and teaware are highly delicate, we require photographic proof of their condition before we can accept a return. Prior to shipping the item back, please email us clear, detailed photos of each piece (for example, photographing the body and lid of a teapot separately). This step simply helps us verify that the teaware is completely unused, undamaged, and safe to be returned.

How to Start a Return

To start a return, please contact us at hello@dushatea.com with your order number and the reason for the return or initiate a return through My Account on our website.

If your return is accepted, we will provide you with instructions on how and where to send your package. Please note that returns will need to be sent to the following address: Trimithias, 12, 8577 Tala, Paphos, Republic of Cyprus.

Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs

If you are returning an item because you changed your mind or it doesn't meet your expectations, you are responsible for paying the return shipping costs.

Damages and Issues

We pack all our fragile items with the utmost care, but we understand that rough transit can occasionally happen. If any part of your order arrives broken or defective, please email us immediately at hello@dushatea.com. So that we can quickly evaluate the issue and arrange a replacement or refund for you, please include clear photos of both the damaged item and the shipping box in your email.

If we made a mistake (e.g., sent the wrong product) or the item arrived damaged, we will cover the return shipping costs. Please inspect your order upon reception and contact us immediately if there is an issue so we can make it right!

Exchanges

If you are not completely happy with part of your order and want a different item, the fastest way to handle this is to return the item you have. We will refund you for the returned item immediately upon receipt, and you can place a separate, new order for the desired product. As with standard returns, the return shipping costs for exchanges are your responsibility.

International Returns (Outside of Cyprus)

We gladly accept international returns subject to the same eligibility rules outlined above. However, please be aware of the following conditions for orders returned from outside of Cyprus:

• Return Shipping Costs: The customer is strictly responsible for all international return shipping costs. We do not provide prepaid international return labels. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
• Customs and Duties: If you are returning an item from outside the European Union, you must clearly mark the package as "Returned Goods" on the customs declaration form. If a return package incurs any import duties or taxes when re-entering Cyprus because it was improperly labeled, those charges will be deducted from your final refund amount.
• Original Import Taxes: Please note that any customs duties, import taxes, or local fees you paid to your government when receiving the original order are non-refundable by us.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved based on the condition of the items.

• Full-order returns: You will receive a refund for the total amount of the items, minus the original shipping costs.
• Partial returns: You will be refunded only for the specific items you returned. Original shipping costs will not be refunded.

If approved, you’ll be automatically refunded on your original payment method within 5 to 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.