Refund policy

At Kanso Tea, your satisfaction is our highest priority. Due to the perishable nature of our products, we are unable to accept returns on tea or other food items. All sales are final.

However, we are committed to ensuring you have the best experience with our products. If your order arrives damaged, you receive an incorrect item, or you have any other issue with your order, please contact us immediately so we can make it right.

Please see below for details on how we handle these situations.

Order Cancellations

Orders may be cancelled prior to shipment by contacting us at info@kanso-tea.com. Please note that payment processors do not refund transaction fees to us, therefore a processing fee of 3% will be deducted from your refund for all voluntary cancellations.

Once an order has shipped, it is no longer eligible for cancellation or refund. This includes delays or service issues caused by shipping carriers (such as USPS), which are outside of our control.

Fraud & Abusive Orders

To protect our customers and business, Kanso Tea reserves the right to refuse, cancel, or refund any order that is flagged as potentially fraudulent by our payment processor or Shopify’s Fraud Analysis system.

We may also cancel orders that appear to be abusive (such as repeated cancellations, suspicious purchase activity, or mismatched billing and shipping details). In these cases, the order will be refunded back to the original payment method, minus any non-refundable transaction fees charged to us by the payment processor.

If your order is canceled for this reason and you believe it was done in error, please contact us at info@kanso-tea.com and we will be happy to review your case.

Damages and Issues

Please inspect your order upon reception and contact us within 14 days of delivery if the item is defective, damaged, or if you receive the wrong item.

To report an issue, please email us at info@kanso-tea.com with the following information:

  1. Your order number.

  2. A description of the issue.

  3. A clear photo of the damaged or incorrect product and the packaging.

Providing this information will help us resolve your issue as quickly as possible. We will evaluate the issue and work with you to find a satisfactory solution, which may include a replacement of the item or a refund to your original payment method.

Please do not send any items back to us unless specifically instructed to do so by a member of our team.

You can always contact us for any questions at info@kanso-tea.com.

Exceptions / Non-Returnable Items

As our products are perishable goods, they are non-returnable. We cannot accept returns on any of our teas or other edible products.

Unfortunately, we also cannot accept returns on sale items or gift cards.

Exchanges

We only replace items if they are defective, damaged, or if you received the incorrect item. If you believe you are eligible for an exchange based on these criteria, please contact us at info@kanso-tea.com.

Refunds

If a refund is approved for a damaged or incorrect item, we will notify you and process the refund automatically to your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 10 business days have passed since we approved your refund, please contact us at info@kanso-tea.com.