The Wild Tea Company Ltd (TWTC) sells our products to you subject to the following conditions set out on this page. We aim to provide the very best customer service that we can.
Goods should be despatched within three to five business days of ordering. If an item is out of stock and we are unable to despatch within five business days, we will advise you by email as soon as possible after receipt of your order and offer you a full refund or partial shipment of your order.
All goods purchased by you will be delivered within 30 calendar days of our order confirmation unless otherwise agreed.
You may cancel your order at any time within 14 days, beginning on the day after you received the goods. In this case, you will receive a full refund of the price of the original goods and standard delivery charges.
To cancel your order, you must inform us in writing. You must also return the goods to us at your own cost. For further details, please see clause 3.
TWTC aims to provide high quality goods that are fault free and undamaged. On occasion, however, goods may need to be returned. Returns are governed by these Terms and Conditions.
3.1 If you receive goods which do not match those that you ordered, you should contact us within 30 calendar days to arrange collection and return. You will be given the option to have the goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the goods. Replacements will be issued upon our receipt of the returned goods. We are fully responsible for paying shipment costs. Goods must be returned in their original condition with all original packaging and documentation (if included). The packaging must be unopened, for hygienic reason, we can not accept opened tea for return. Refunds will be issued within 14 days and in any event no later than 30 calendar days after receipt of the returned goods. Refunds will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.
3.2 If goods are damaged in transit and the damage is apparent on delivery, you should take photographic evidence, email it to us and we will arrange a replacement to be sent out to you. To return the damaged goods, please contact us within 30 calendar days to arrange collection and return. We are fully responsible for paying shipment costs. You will be given the option to have the goods replaced or to be refunded through the payment method used by you when purchasing the goods. Replacements will be issued upon our receipt of the returned goods. Refunds will be issued no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.
3.3 If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the goods have been delivered to you. If the goods are delivered to you in instalments, the 14 calendar day period begins on the day that you receive the final instalment. If you change your mind about the goods within this period, please inform us within 14 calendar days of receipt. Goods must be returned to us within 14 calendar days of the day on which you inform us that you wish to return the goods. You are responsible for paying return shipment costs if goods are returned for this reason. Find out more about the estimated rates for return. Refunds will be issued no later than 14 calendar days after receipt of the returned goods. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.
3.4 TWTC may not be able to accept returns under the cooling off period of the following types of goods and/or taking into account the following circumstances:
3.4.1 Goods made to your specifications or that have been personalised;
3.4.2 Goods which are liable to deteriorate or expire rapidly;
3.4.3 Goods which are sealed for health or hygiene reasons that have been unsealed after delivery;
3.4.4 Goods which are, after delivery, according to their nature, inseparably mixed with other items;
3.4.5 Any use or enjoyment that you may have already had out of the Goods beyond handling them to the extent necessary to establish the nature, characteristics and functioning of them (such as you would, for example, handle a display item in a shop). Please note that opening packaging does not prevent you from returning Goods unless the Goods fall under sub-Clauses 3.4.3 or 3.4.4 and in any event does not include the opening of delivery packaging, only the packaging of the product itself.
4. Pricing and availability
While we make every effort to ensure the accuracy of the pricing and availability information on the website, there may be occasions when these are not up to date and we reserve the right to change them without notice.
Postage is calculated according the weight of the order and the destination. We try to ensure that this is current and accurate for the destination but reserve the right to amend if necessary.
Please note that prices shown in currencies other than GBP are indicative values based on exchange rates that are updated regularly. All transactions on the website are processed in GBP.
When ordering goods for delivery outside the UK , you are responsible for ensuring compliance with the laws of the importing country and for paying all applicable customs duties, taxes and import charges.
7. Your Conduct
You must not use the website in any way that causes, or is likely to cause, the website or access to it to be impaired in any way. Neither may you cause it to be changed or modified in any way.
TWTC will not be responsible for any loss arising from the use of this website or in respect to the purchase of any goods hereunder.
9. Governing law and jurisdiction
These conditions are governed by and construed in accordance with the laws of England and Wales.
10. Alteration of Service or Amendments to the Conditions
We reserve the right to make changes to our website, policies, and these Conditions at any time.
11. Gift Vouchers
Our gift vouchers are valid for one use
Our gift vouchers can only be redeemed against products on thewildteacompany.com
Our gift vouchers cannot be redeemed for cash or spent on additional gift vouchers
Only one gift voucher can be used per order
If the value of the gift voucher is larger than the value of the order, we are unable to refund the balance
If the order value is higher than the gift voucher amount then the balance must be paid by one of our alternative payment methods – credit, debit card.
12. Discount Codes
Only one eligible Discount Code may be applied to a single order at any time at the Checkout.
Offer-specific terms and conditions may apply (e.g. expiry date, country restriction) – see offer for details.
If you have any questions regarding our terms of conditions, please don’t hesitate to contact our customer services team. Simply drop us a line in the ‘contact us’ section.