Refund & Return Policy

At FONG’S TEA, we value your satisfaction and aim to provide the best possible service. To ensure a smooth shopping experience, please read our Refund & Return Policy carefully before making a request.

Order Cancellation

You may cancel your order at any time before it is shipped. (We typically process and ship orders within 2–3 business days.)

To cancel an order:

• Please email [email protected] as soon as possible with your order details.
• Orders that have already been shipped cannot be canceled. In this case, please wait until the package is delivered and then apply for a return.

Return Conditions

Our return policy lasts 14 days from the date you receive your order.
To be eligible for a return:

• The product must be in its original condition: unopened, unused, and in its original packaging with all tags intact.
• Opened or used tea products cannot be returned due to hygiene reasons.
• If the product is damaged or defective, please report it within 2 days of receiving the package by emailing [email protected]. Include photos of the damaged product and your order number in the email.

Exchanges

Request a Return

• Send an email to [email protected] with:
  • Your order number.
  • Details of the product(s) you wish to return.
  • A clear reason for the return.

We will respond within 2 business days with return instructions.

Ship the Product Back

• Once your return request is approved, pack the item securely in its original packaging.
• Ship the item to the provided return address, and share the tracking number with us.

Please note

• You are responsible for return shipping costs unless the item was damaged or defective upon arrival.
• Ensure the package is securely packed to prevent damage during transit. We are not responsible for items damaged during return shipping.

Refund Approval & Processing

• After we receive and inspect the returned item, we will notify you whether your refund is approved.
• If approved, refunds will be processed within 5 business days and credited to your original payment method.
• Please allow up to 14 days from the date we receive the item for the refund to reflect in your account.

Important Notes:

• Refunds do not include shipping fees, bank or credit card processing fees, customs duties, or other associated charges.
• A 10% restocking fee will be deducted from the refund amount for non-defective product returns.

Other Conditions

The following situations do not qualify for a refund:

• Undeliverable packages due to incorrect address:
  • If the package cannot be delivered and is returned to us, we cannot offer a refund unless it is our mistake.
  • If the local courier does not return the package to us, we cannot offer a refund.
• Refused customs duties or taxes:
  • If your local customs authorities require you to pay duties or taxes, and you choose not to pay them:
    • If the package is returned to us, we will provide a 60% partial refund based on the order value (excluding shipping).
    • If the package is lost in the return process due to refusal of customs duties, we will not issue a refund.
• Failure to collect the package from the local post office:
  • In some countries, the local post office may require you to collect the package from a designated location. If you refuse or fail to collect, no refund will be issued.

• Report within 2 days of receiving the product by emailing [email protected] with a photo of the damaged product and your order number.

• Our handmade products may have some minor imperfections, but these are not considered defects. These variations are part of the craftsmanship, and we encourage you to read the product description carefully before purchasing.

• Shipping fees are non-refundable.

• You are responsible for the return shipping costs unless the item is defective or damaged.

• Please ensure that the item is securely packaged. We are not responsible for damage during return shipping.

If you have any questions regarding refunds or returns, please feel free to contact us: [email protected]