Refunds & Returns

Returns

The Tea Window will accept returns in accordance with New South Wales and Australian law. If you find that you’re unhappy and want to return the order, please contact us so that we can help you return your products within 30 days of receipt for a full refund of the product price (not including shipping) or replacement if the product is proven faulty. We will not accept returns if we have not been notified in writing by the customer first.

In the interest of hygiene and consumer safety, we can only accept products that are in their original saleable condition including in their original packaging, unused, unopened and undamaged. You MUST provide a copy of your receipt in your returns package so that we know your name and order number. If 30 days have gone by since your purchase, unfortunately we are unable to offer you a refund or replacement.

We are unable to accept “change of mind” returns on sale items or Guest List boxes.

Please note that we do not cover your return postage costs. We do advise customers to take all the necessary precautions to ensure that their parcels are sent via a secure, trackable and reputable shipping service. We don’t guarantee that we will receive your returned item.

Please return your item/s to:

Nucleo Pty Ltd
PO BOX 1659
Armidale NSW 2350

Refunds and Exchanges

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item/s. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund of the product cost (not including shipping costs) will be processed, a notification email will be sent to you and a credit will automatically be applied to the same method of payment as the original purchase, within 5-7 business days. In some cases it may take your bank an additional few business days to process the refund to your account. Unfortunately, we can not offer exchanges on any product/s as we can not promise that every flavour will be in stock at the time.

Faulty Items and Replacements

If an item arrives and it is faulty or damaged, does not match its description or perform its function, please contact us within 30 days so we can arrange a replacement of the item or a refund. In your email, please include your order number, a photo of the faulty or damaged item/s for proof with your request for a replacement or refund.

For any further questions or queries please email us at hello@theteawindow.com.au