Refunds
and Returns

Your rights under
Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or replaces those rights.

Cancelling before
we send it

Changed your mind before your order has been dispatched? Email us at supatea.co@gmail.com with your order number and we'll cancel it and refund you in full. No fee.

We usually dispatch within 1 to 2 business days, so please tell us as soon as you can. Once it has been handed to Australia Post we can't recall it.

Change of mind
after dispatch

Once a tin has been sent, we can't take it back for change of mind. This is a food safety decision, not a commercial one: once a product has left us we can't verify how it has been stored or handled, so we won't put it back into stock for someone else to drink.

If you're not sure which tea suits you, email us before you order and we'll help you choose. We'd rather spend five minutes on that than have you stuck with a tin you don't want.

If something is wrong

If your order arrives damaged, faulty, incomplete, past its best-before date, or isn't what you ordered, we'll make it right.

Email supatea.co@gmail.com with:

• your order number
• a photo of the product
• a photo of the outer packaging it arrived in

Please keep the product and its packaging until we've sorted it out. If we ask you to return an item, we'll cover the postage.

For a major failure, you choose whether you'd like a replacement or a refund. For a minor problem we'll offer a replacement or a refund, whichever we can do most quickly.

Please tell us within 14 days of delivery where you can. This helps us work out what happened while the courier records are still available, and it does not limit your rights under the Australian Consumer Law.

If you feel unwell
after drinking our tea

Please stop drinking it, keep the tin and whatever is left inside it, and email us straight away at supatea.co@gmail.com with the lot number from the base.

Keeping the tin matters. The lot number lets us check that batch and trace it, and that's something we can't do from a photo.

We take this seriously and will respond properly.

If you are unwell, please seek medical advice. Your health comes first, and nothing on this page is a substitute for speaking to a doctor.

What counts as damage

A tin that arrives dented, split, or with a broken seal, or where the foil pouch inside has been compromised, is damaged and we'll replace it.

Small marks on the outer tin that don't affect the sealed pouch inside are cosmetic. The tea is unaffected and safe. If it bothers you, tell us and we'll sort something out — but we may send a replacement tin rather than refund the order.

If your order
doesn't arrive

Every Australian order is sent with tracking.

If tracking shows no movement for 7 business days, email us and we'll lodge an enquiry with Australia Post.

If tracking shows the parcel as delivered but you don't have it, please first:

• check any safe-drop location, porch, or parcel locker
• check with others in your household or building
• check with immediate neighbours

If it still hasn't turned up, email us. We'll lodge a missing-item investigation with Australia Post and act on the outcome. Australia Post investigations usually take up to 10 business days.

We won't leave you to chase this on your own.

Best-before dates

Every tin carries a best-before date on its base. We will never knowingly send you a tin with less than three months left on it. If we're getting close to that on a particular tea, we'll take it off the store rather than quietly send it out.

If a tin reaches you past its best-before date, that's on us — email us and we'll replace it or refund you.

How refunds are paid

Refunds go back to your original payment method, usually within 5 business days of approval. Your bank may take a few days longer to display it.

Repeat claims

The vast majority of claims are genuine and we treat them that way from the start.

Where a customer makes repeated claims of damage or non-delivery, we may ask for the item to be returned, ask for a statutory declaration, or require a signature on delivery for future orders before we can process a further claim. We may also decline to accept future orders.

None of this affects your rights under the Australian Consumer Law, and it doesn't apply to a genuine problem happening more than once.