1. Overview
At Hong Kong Wasam Technology Trading Limited, we stand behind the quality of our teas. Your satisfaction is our top priority. If you are not completely happy with your purchase, we are here to help.
This Return Policy applies to all products purchased through oolongtea.online (the “Site”). By placing an order, you agree to the terms outlined below.
2. Return Eligibility
Unopened Items:
You may return unopened, unused, and undamaged items within 30 days of the delivery date for a full refund of the product price. To be eligible for a return, items must be:
- In their original, unopened packaging
- In the same condition as when you received them
- Returned with all original accessories and documentation
Opened Items:
We understand that sometimes you need to try a tea to know if it is right for you. If you have opened an item and are not satisfied, please contact our support team at support@oolongtea.online. While we cannot accept opened tea for hygiene reasons, we will work with you to find a fair and reasonable solution on a case-by-case basis.
Non-Returnable Items:
The following items are not eligible for return:
- Gift cards or store credits
- Final sale or clearance items (clearly marked at time of purchase)
- Products that have been damaged by improper storage or handling after delivery
- Items returned after the 30-day window
3. How to Initiate a Return
To start a return, please follow these steps:
- Contact us at support@oolongtea.online within 30 days of receiving your order
- Provide your order number, the item(s) you wish to return, and the reason for the return
- Our support team will respond within 24 hours with a Return Merchandise Authorization (RMA) number and return instructions
- Carefully repack the items in their original packaging, if possible
- Ship the package to the address provided in the return instructions
Please note: Returns submitted without an RMA number may not be processed. We recommend using a trackable shipping method for your return, as we are not responsible for items lost or damaged in transit back to us.
4. Return Shipping Costs
For Change of Mind / No Longer Wanted:
Return shipping costs are the responsibility of the buyer. The original shipping fees are non-refundable.
For Defective, Damaged, or Incorrect Items:
If you received a defective, damaged, or incorrect item, please contact us immediately with photos of the product and packaging. We will cover the return shipping costs and provide you with a prepaid return label where available.
Free Return Shipping:
We do not offer free return shipping for change-of-mind returns at this time.
5. Refund Process
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Processing typically takes 3–5 business days after arrival at our facility.
Approved Refunds:
If your return is approved, a refund will be credited to your original payment method within 7–14 business days, depending on your bank or payment provider.
Partial Refunds:
In certain cases, we may issue a partial refund at our discretion, including but not limited to:
- Items that show signs of use or damage not caused by us
- Items returned outside the 30-day window
- Items returned without their original packaging
Refund Amount:
The refund will cover the full product price, excluding:
- Original shipping costs (unless the return is due to our error)
- Return shipping costs (unless the return is due to our error)
- Any customs, duties, or taxes paid at the time of delivery (these are collected by the destination country and are not refundable by us)
6. Exchanges
If you wish to exchange an item for a different tea, please contact us at support@oolongtea.online. The quickest way to get what you want is to return the item you have and place a new order for the preferred product.
For defective or damaged items, we will replace the product at no additional cost to you. Replacement items will be shipped after we receive and inspect the returned item.
7. Damaged or Defective Items
We take great care in packaging your tea to ensure it arrives in perfect condition. If your order arrives damaged or defective:
- Take clear photos of the damaged product and the shipping box
- Contact us within 7 days of delivery at support@oolongtea.online
- Provide your order number and the photos
- We will arrange a replacement or refund promptly at no cost to you
Please do not discard the original packaging until we have resolved your claim, as carriers may require it for inspection.
8. International Returns
For customers outside Hong Kong, please note:
- You are responsible for any customs duties, taxes, or fees associated with returning items to us
- Please clearly mark the package as “Returned Goods” on the customs declaration to avoid additional charges
- We recommend using a shipping method with tracking and insurance, as we are not responsible for returns that are lost in transit
- International return shipping costs are non-refundable unless the return is due to our error
9. Refund Timeframes by Payment Method
| Payment Method | Expected Refund Timeframe |
|---|---|
| Credit/Debit Card | 5–10 business days |
| PayPal | 3–5 business days |
| Apple Pay / Google Pay | 5–10 business days |
| Store Credit | Immediately upon approval |
Please note that these timeframes are estimates and may vary depending on your financial institution. If you have not received your refund after the expected timeframe, please contact us and we will investigate.
10. Contact Us
If you have any questions about our Return Policy or need assistance with a return, please contact us:
Hong Kong Wasam Technology Trading Limited
Room 701, Unit 108, 7/F, Tower B New Mandarin Plaza
14 Science Museum Road, Tsim Sha Tsui, Kowloon
HONG KONG
Email: support@oolongtea.online
Our support team is available Monday through Friday, 9:00 AM – 6:00 PM (HKT) and will respond to your inquiry within 24 hours.