Refund policy
Returns & Refunds Policy
This policy explains how returns, refunds, replacements, and damaged or incorrect orders are handled at TeaNova.
This policy does not limit your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, damaged, unsafe, incorrectly described, or does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund, or another remedy required by law.
Change-of-mind returns
Please choose carefully before purchasing.
Due to the perishable nature of tea and the hygiene requirements of food products, we do not accept change-of-mind returns for tea, opened food items, or custom-made tea gift sets.
This includes:
Loose leaf tea
Tea blends
Tea gift boxes containing tea or food products
Custom or curated tea sets
Opened food products
Personalised or custom-made gift sets
This does not apply where an item is faulty, damaged, incorrectly supplied, unsafe, or not as described.
Eligible returns
Some non-food items, such as unused teaware or accessories, may be eligible for return within 14 days of delivery if approved by TeaNova.
To be eligible, the item must be:
Unused
In its original condition
In its original packaging where possible
Returned with proof of purchase
TeaNova reserves the right to refuse a change-of-mind return if the item has been used, damaged after delivery, or is not returned in a suitable condition.
Return shipping for approved change-of-mind returns is the responsibility of the customer.
Damaged, faulty, or incorrect items
Please inspect your order when it arrives.
If your item arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible at:
hello@teanova.com.au
Please include:
Your order number
A description of the issue
Clear photos of the item and packaging where possible
If the item fails to meet a consumer guarantee under the Australian Consumer Law, we will provide the remedy required by law. Depending on the issue, this may include a replacement, refund, or another appropriate solution.
Return shipping costs
For approved change-of-mind returns, the customer is responsible for return shipping costs.
If the return is required because the item is faulty, damaged, incorrectly supplied, unsafe, or not as described, TeaNova will handle the matter in accordance with Australian Consumer Law.
Non-returnable items for change of mind
The following items cannot be returned for change of mind:
Loose leaf tea
Tea blends
Opened food products
Tea gift boxes containing tea or food products
Custom-made or personalised tea gift sets
Gift cards
Sale or clearance items, unless faulty or otherwise required by Australian Consumer Law
Refunds
If a refund is approved, it will be issued to the original payment method.
Refunds are usually processed within 10 business days after approval. Your bank or card provider may take additional time to complete the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
hello@teanova.com.au
Exchanges and replacements
Where appropriate, TeaNova may offer a replacement or exchange instead of a refund. This may apply where an item arrives damaged, faulty, incorrect, or not as described.
Contact us
For all return, refund, replacement, or damaged-order enquiries, please contact us at:
hello@teanova.com.au