Effective Date: 29 October 2026
This Refund Policy sets out the conditions governing returns, refunds and order cancellations for purchases made through avantcha.com.
The AVANTCHA global online store is operated by Artisan Specialty Tea Trading LLC, based in Dubai, United Arab Emirates, which is responsible for the sale and fulfilment of orders placed through the website.
This Policy applies to physical products purchased through avantcha.com by individual and business customers in the United Arab Emirates and other supported delivery countries.
Returns and refunds are subject to the conditions set out below, together with our Terms of Service and applicable law.
Where separate commercial terms have been agreed with a business customer, those terms will apply to the extent permitted by law.
Customers in certain countries may benefit from additional statutory cancellation, return or refund rights. These rights take precedence over our voluntary return arrangements where applicable.
Separate conditions may apply to purchases made at AVANTCHA Tea Bars and to events, workshops and masterclasses.
Teaware & Accessories
Artisan Specialty Tea Trading LLC accepts voluntary returns of unused teaware and accessories, including teapots, cups and utensils, within 14 calendar days of delivery, subject to the following conditions:
A return request must be submitted within 14 calendar days of delivery.
Products must be unused, in their original condition and returned with their original packaging.
Products must be returned in accordance with the instructions provided by our Customer Care team.
Return shipping costs are the customer's responsibility unless otherwise agreed or required by law.
These voluntary return arrangements do not affect applicable claims relating to damaged, defective or incorrectly supplied products.
Tea & Food Products
For food safety and quality assurance reasons, tea and other food products are not eligible for voluntary change-of-mind returns or exchanges, including where the original packaging remains sealed.
This restriction does not affect claims relating to damaged, defective, contaminated or incorrectly supplied products.
Artisan Specialty Tea Trading LLC is committed to supplying products that meet applicable quality requirements and their contractual descriptions.
Customers must inspect their orders promptly upon delivery and report any damage, defects, quality concerns, missing items or incorrectly supplied products to our Customer Care team within five calendar days of delivery.
Claims submitted after this period may be declined to the extent permitted by applicable law.
This reporting period supports prompt investigation and does not exclude or restrict applicable statutory rights.
Damaged or Broken Teaware & Accessories
Where teaware or accessories arrive damaged, broken or defective:
Please provide your order number or proof of purchase, a description of the issue and photographs of the affected product and delivery packaging, where available.
Following verification, we will arrange an appropriate remedy, including replacement or refund.
In most cases, damaged or broken items will not need to be returned. Where further inspection or a physical return is necessary, our Customer Care team will provide instructions.
Please retain the affected product and its packaging until the claim has been reviewed.
Damaged Tea Packaging
Where the outer packaging of a tea product, such as a gift box, tin or carton, arrives damaged:
Please provide photographs of the damage and affected packaging, where available.
If the tea itself remains sealed and unaffected, we will arrange replacement packaging where available or another appropriate resolution.
Where the damage compromises the quality, safety or integrity of the tea, the product will be assessed for an appropriate remedy.
Tea Quality Concerns
If a tea product contains foreign material, shows signs of contamination or presents another suspected quality defect:
Please discontinue use and contact our Customer Care team.
Provide your order number, a description of the concern and photographs where available.
Please retain the affected product, its packaging and any relevant batch information until further instructions have been provided.
Where a defect is established, we will arrange an appropriate remedy in accordance with applicable law.
Claims will generally be assessed in relation to the affected product, taking account of the nature of the defect and applicable statutory rights.
Missing or Incorrectly Supplied Items
If an order arrives incomplete or contains an incorrect product, please provide your order number, details of the missing or incorrect items and photographs of the shipment and packaging, where available.
Following verification, Artisan Specialty Tea Trading LLC will arrange delivery of the correct or missing items at no additional charge or provide an appropriate refund.
Nothing in this section excludes or restricts rights or remedies that cannot lawfully be limited.
To request a return, report a product issue or exercise an applicable statutory cancellation right, please contact customercare@avantcha.com.
Please include, where applicable:
Your order number or proof of purchase
The product or products concerned
A brief description of your request or the issue
Supporting photographs, where relevant and reasonably available
Our Customer Care team will assess the request and confirm the appropriate next steps.
Voluntary returns require prior authorisation. Customers should not dispatch products before receiving return instructions.
Where a statutory cancellation right applies, a clear statement of the decision to cancel is sufficient. No reason or prior approval is required where the relevant law so provides.
For damaged or defective products, we may arrange a replacement, authorise a refund without requiring a return or request further inspection where necessary.
Applicable statutory rights and remedies remain unaffected.
Where a physical return has been authorised, products should be sent in accordance with the instructions provided by our Customer Care team.
Our principal return address is:
Artisan Specialty Tea Trading LLC (AVANTCHA Tea)
Unit 12, Kunooz 6 Street
Al Manara, Al Quoz Industrial Area 1
PO Box 71552
Dubai, United Arab Emirates
Alternative arrangements may be provided depending on the customer's delivery country and the nature of the return.
For voluntary returns of non-defective products, return shipping costs are borne by the customer unless otherwise agreed or required by law.
Where a statutory cancellation right applies, responsibility for direct return costs will be determined according to the relevant legal requirements and information disclosed before purchase.
Where a product is damaged, defective or incorrectly supplied, we will arrange appropriate return or collection arrangements at no additional charge where required by applicable law or as part of the agreed resolution.
In most cases, verified broken teaware will not need to be returned.
Customers arranging their own returns are advised to use a tracked delivery service and retain proof of postage.
For international returns, our Customer Care team will provide any necessary shipping or customs instructions. Customers should not independently arrange an international return before receiving the relevant instructions where doing so could create unnecessary customs charges.
Statutory return and collection arrangements, where applicable, take precedence over these voluntary return procedures.
Refunds are assessed in accordance with the applicable return conditions, the circumstances of the claim and the law applicable to the transaction.
Where a refund is due:
Refunds will ordinarily be issued to the original payment method unless otherwise agreed or required by law.
For approved voluntary returns, refunds will ordinarily cover the purchase price actually paid for the returned products.
Original standard delivery charges will be refunded where required by applicable law or agreed as part of the resolution.
Refunds under our voluntary return arrangements will generally be processed within 30 calendar days after receipt of the approved return.
Where no physical return is required, refunds will generally be processed within 30 calendar days after the refund decision.
Refunds will ordinarily be issued in the currency of the original transaction. The amount received in a different account currency may vary due to exchange-rate movements or fees applied by the customer's payment provider.
The time taken for funds to appear in a customer's account may vary depending on the payment provider.
Digital gift cards and store credit are subject to our Terms of Service and applicable statutory rights.
Where a customer is legally entitled to a monetary refund, store credit will be offered only as an alternative with their agreement.
Orders are processed promptly to ensure timely dispatch.
Customers wishing to amend or cancel an order before dispatch should contact customercare@avantcha.com within one hour of purchase where possible.
Artisan Specialty Tea Trading LLC will endeavour to accommodate such requests. However, amendments and operational cancellations cannot be guaranteed once fulfilment has commenced.
This one-hour request period does not restrict any statutory cancellation right applicable to the purchase.
After dispatch, returns and refunds are governed by this policy.
This Refund Policy is governed by the laws of the United Arab Emirates and forms part of the contractual conditions applicable to purchases through avantcha.com.
Subject to applicable mandatory law, disputes arising from this policy are governed by the jurisdiction provisions of our Terms of Service, including the Dubai International Financial Centre Courts.
Nothing in this policy excludes mandatory consumer protections or statutory remedies applicable in the customer's country of residence or delivery, where those laws apply.
For enquiries concerning returns, refunds, product defects or order cancellations, please contact:
Artisan Specialty Tea Trading LLC
Unit 12, Kunooz 6 Street
Al Manara, Al Quoz Industrial Area 1
PO Box 71552
Dubai, United Arab Emirates
Trade Licence No.: 803469
Email: customercare@avantcha.com
Artisan Specialty Tea Trading LLC reserves the right to amend this Refund Policy to reflect changes in its operations, customer service procedures or legal requirements. The current version will be published on this page with its effective date.
Amendments will not retrospectively alter the conditions applicable to orders already placed, except where required or permitted by law.
All Rights Reserved. © AVANTCHA 2026
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