Refund policy

We want every cup to live up to the care that went into it. If something isn't right, we're here to help.

Because our teas are a consumable food product, some of the terms below exist to keep every order safe and hygienic — we hope you understand.

Your cooling-off right (change of mind)

Under South African law (the Electronic Communications and Transactions Act), you may cancel your online order within 7 days of receiving it, without giving a reason.

For change-of-mind returns, the tea must be:

  • Unopened, with any seals intact
  • In its original, undamaged and unaltered packaging
  • In a resalable condition

Opened teas can't be accepted for a change-of-mind return, for food-safety and hygiene reasons.

For cooling-off cancellations, the cost of shipping the goods to us is for your account. Once we've received the return and checked its condition, we'll refund the purchase price within 15 business days, and no later than 30 business days.

Damaged, faulty or incorrect orders

If your order arrives damaged, faulty, or isn't what you ordered, please contact us within 2 days of delivery at info@chamescollection.com, with your order number and a photo where possible. Please don't accept delivery of a package that is obviously damaged.

For these orders, we'll cover the cost of return or replacement, and you can choose a replacement or a full refund. This is in addition to your rights under the Consumer Protection Act, which we don't limit in any way.

How to start a return

  1. Email us at info@chamescollection.com with your order number and a short note on what's happened.
  2. We'll confirm whether your return qualifies and share the return details.
  3. Once we've received and inspected the tea, we'll process your refund or replacement.

Please don't send anything back before we've confirmed the return — it helps us look after your order properly.

Refunds

Approved refunds are made to your original payment method within 15 business days of us receiving and approving your return. Depending on your bank, it may take a few extra days to reflect.

Original delivery charges are non-refundable, except where the order was faulty, damaged or incorrect.

Exchanges

The simplest way to exchange a tea or tea blend is to return the original (where eligible) and place a new order. If you'd like a hand, just ask.

Questions

For anything to do with a return or refund, email info@chamescollection.com and we'll reply within 1–2 business days.