Refund policy

Last updated: 2 September 2026

We want you to drink the tea, not fight us about it. This policy explains what to do if something arrives wrong, when you can send an order back, and how refunds are handled.

If something is wrong with your order

If your order arrives damaged, if you were sent the wrong item, if something is missing, or if tracking says it was delivered and it is not with you, email hello@itskaori.com within 14 days of the delivery date. Include your order number, and a photograph if something is damaged.

We will replace the item or refund it, whichever you prefer. You will not be asked to ship a damaged food product back to us.

Unopened items

You have 30 days from delivery to ask to return an unopened item. To be accepted it must be unopened, with its seal intact, in its original packaging, and in the condition it reached you.

Email us first. Parcels sent back without an agreed return will not be accepted. Unless the return is the result of our error, return shipping is at your cost, and the original shipping charge is not refunded.

Opened items

Tea is food. Once a pouch or a sachet has been opened we cannot resell it, so opened items cannot be returned or refunded as a change of mind.

If a pouch is genuinely faulty, meaning the seal was broken when it arrived, the powder is spoiled or contaminated, or it is not the tea named on the pack, email hello@itskaori.com within 14 days of delivery with your order number and a photograph of the pouch. If we agree it is faulty we will replace it, or refund it if we cannot. We may ask for the pouch back before a replacement goes out. A tea that is simply not to your taste is not a fault.

How to start a return

Email hello@itskaori.com with your order number and what you would like to do. We will reply with instructions and confirm the return address before you send anything.

We confirm the return address by email once a return is agreed.

Refunds

Once your return reaches us and we have checked it, we will email you to say whether it has been approved. Approved refunds go back to the original payment method within five to ten business days. Your bank or card issuer may take longer to post it, and we have no control over that.

If more than fifteen business days have passed since we told you a refund was approved, write to us.

Subscriptions

You can skip or cancel a subscription at any time from your account, with no minimum and no fee. Cancelling stops future deliveries; it does not refund deliveries that have already been charged and shipped. A delivery that has already gone out is treated like any other order under this policy.

Exchanges

The quickest way to swap one tea for another is to tell us. If the item is unopened we will arrange the exchange; if you would rather have the money back, we will refund the returned item and you can order what you actually want.

Your legal rights

Nothing in this policy limits the rights you have under British Columbia consumer protection law or any other law that applies to you.

Questions

Email hello@itskaori.com and a person will reply.