Orders from TeaHaven.com
We will accept unopened and undamaged items, except food products and teas, within 14 days of the purchase date for a refund, excluding shipping charges. All claims regarding orders must be made within 14 days of purchase date. No returns or exchanges after 14 days of the purchase date. You must provide valid order number and had made your order on TeaHaven.com. If you had purchased your item from a third party reseller or another website, please contact them regarding your purchase. Products bought from third parties must be returned through those channels and are not returnable to us.
All returns are subject to a 20% restocking fee. This includes returns due to incorrect address, undeliverable address, or addressee package refusal. Unfortunately, we may not accept return items that are opened, damaged, or not in their original condition. Washing or defacing any item automatically constitutes as non-refundable and non-returnable. We are also unable to accept items returned more than 14 days after purchase date.
Special custom orders and orders over $500 cannot be cancelled and are non-refundable.
Defective Product (Applies to Teaware Only)
Defective items must be reported within 5 days of receipt. We will exchange the defective items if reported within 5 days. Some items may have a natural imperfection which is not considered a defect. We will not be liable for defective items not reported within the 5 day policy. Please email us to receive a return authorization number before returning your product.
Non-Returnable Products
We do not accept returns on food products and teas. There will be no refunds for food products and teas. Since taste is subjective, we are unable to accept returns for tea that is not to your liking. We offer hundreds of herbs and teas, ranging from bitter, sweet, grassy, floral, strong, mellow, fragrant, etc. It is recommended to purchase a small amount of tea for sampling before purchasing a large quantity. Keep in mind that teas and herbs are grown and harvested in different regions and times. Therefore, each stock may differ in appearance and taste due to differences in harvest.
Shipping Fee
All shipping fees are non-refundable. Once the order has been shipped, the shipping fees are paid to the US Postal Service or UPS; therefore, we are unable to provide refund on shipping fees. This also applies to incorrect shipping address provided by the buyer, in which the package was undeliverable and returned to sender. For additional information, please visit our Shipping Policy page.
Damaged Products Due to Shipping
We do not accept returns/exchanges/refunds on products damaged during shipping. You will have to file a claim with the US Postal Service or UPS.
Restocking Fee
All returns will be assessed a 20% restocking fee. We do NOT accept returns on opened products—of any kind. Customer is responsible for cost of shipping the return item. Once the item is returned, undamaged, we will credit your card or account for the item less shipping and the 20% restocking fee.
Returning an Item
1. Before returning any item, you must first email us to obtain a Return Authorization (RMA #). DO NOT return items without a Return Merchandise Authorization (RMA #). Products returned without an RMA will not be accepted.
2. Once you receive your return authorization (RMA #), please enclose a copy of your invoice with your order number and the reason for your return.
3. Please ship the item via a traceable method within a shipping box to prevent damage. Customer is responsible for return shipping cost. Unfortunately, we cannot accept responsibility for lost or damaged packages.
4. Ship your return item to:
Encompass USA
Returns Dept.
P.O. Box 4757
Santa Clara, CA 95056
Store Credit
There will be no refunds after 30 days of your order. In some cases, we may issue a store credit after a 35% disposal fee and initial shipping fee has been deducted.