Refund policy

We want you to be 100% satisfied with your purchase. Please read the following policy carefully to understand your rights and our process.

All products are delivered in brand-new condition and free from defects.

If your product arrives damaged or defective, please contact us within 15 days of delivery.

Please include clear photos of the issue in your email.

Once confirmed, we will offer a free replacement or refund, including any applicable shipping costs.

If you change your mind, we’re happy to offer a return or exchange under the following conditions:

You must contact us within 15 days of purchase (or 7 days for perishable items such as green tea, if applicable).

Items must be unopened, unused, undamaged, and in their original packaging.

Returns are accepted whether the order is not yet shipped, in transit, or already received, as long as the item remains unopened.

Customers are responsible for return shipping costs for change-of-mind returns.

Original shipping fees are non-refundable.

If your original order qualified for free shipping and has already been dispatched, a flat $9.99 shipping fee will be deducted from your refund.

We recommend using a tracked and insured shipping service, as the customer assumes responsibility for the item while it is in transit.

Once your return is received and inspected, we will notify you of approval or rejection within 1–3 business days.

Approved refunds will be issued to the original payment method.

Please allow 3–10 business days for the refund to appear in your account, depending on your financial institution.

Exchanges are available for eligible items.

If the original order has already been shipped, customers are responsible for the shipping cost of the replacement item.

Orders may be cancelled within 24 hours of placement, provided they have not yet been shipped.

A small processing fee (up to 5%) may apply to cover payment processing and restocking costs.

Refunds for cancelled orders will be processed to the original payment method.

The following items are not eligible for return or exchange unless faulty:

Opened or used products

Clearance or final-sale items

Gift sets or products purchased with special gift packaging

Perishable goods once opened

To start a return, exchange, or report an issue, please contact us with your order number:

📧 Email: shenchaaustralia@gmail.com

or alternatively contact us on any of our social media platforms

Account