Customer care
Refunds & Returns
Pre-launch policy · Applies when Folium Tea Co begins accepting orders
We want every Folium Tea Co order to arrive as it should. This policy explains cancellations, returns and refunds for purchases made directly from us. It does not reduce any rights you have under UK consumer law.
Consumer orders placed online
If you buy from Folium Tea Co as a consumer online, you can normally cancel your order without giving a reason by telling us within 14 days after the goods are delivered. After notifying us, you normally have a further 14 days to send the goods back.
To request a cancellation or return, email customersupport@foliumtea.com with your name, order number and the items you wish to return. We will confirm the return instructions and return address.
Condition of returned goods
Please take reasonable care of products while they are with you. You may inspect goods in the way you reasonably could in a shop. If handling goes beyond what is necessary to establish the nature and characteristics of the goods and reduces their value, we may make a lawful deduction from the refund.
Some goods can have different cancellation rules where a legal exception applies, for example certain sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, or goods made to a customer's specification. Where an exception applies, we will make that clear before purchase.
Faulty, damaged or incorrect goods
If goods are faulty, damaged, not as described or not what you ordered, contact us as soon as possible at customersupport@foliumtea.com. Please include your order number and, where useful, photographs of the product and packaging.
Your statutory rights are not affected. Where the law requires it, we will provide the appropriate remedy, which may include a refund, replacement or other resolution.
Refunds
For a valid consumer cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded delivery service is not normally refundable beyond the standard delivery amount.
Where goods are being returned after cancellation, we may wait until we receive the goods back or receive evidence that they have been sent back, whichever happens first. Refunds will be made without undue delay and normally within 14 days of that point, using the original payment method unless another method is expressly agreed.
Return postage
For a change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods unless we agree otherwise. If goods are faulty, damaged, incorrect or otherwise do not conform to the contract, we will deal with reasonable return arrangements in accordance with your legal rights.
Trade and hospitality customers
Orders placed by businesses, hotels, restaurants, offices, distributors or other trade customers are governed by the commercial terms agreed for the account or order. Trade returns and cancellations therefore require our prior agreement unless the goods are faulty, damaged, incorrectly supplied or another contractual or legal right applies.
Please contact sales@foliumtea.com for trade-order issues.
Contact
Customer Support: customersupport@foliumtea.com
Telephone: 0203 488 8628
Folium Tea Co Ltd · Registered in England & Wales No. 17467615 · 66 Paul Street, London EC2A 4NA