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Refund Policy

1. Eligibility & Timeframes

We accept refunds or replacements for:

  • Damaged/Defective Products: Reported within 48 hours of delivery with photo/video evidence.

  • Wrong Items Shipped: Reported within 7 days of delivery.

  • Unopened Returns: Returned in original packaging within 14 days of delivery (excludes shipping costs).
    Non-Refundable Items:

  • Opened or used tea products (hygiene reasons).

  • Products damaged due to customer mishandling or improper storage.

  • Final sale items (e.g., clearance teas).

 

2. Refund Process

Step 1: Contact [contact@puerism.com] within eligibility windows. Include:

  • Order number

  • Photos of issue (e.g., damaged packaging, incorrect item)

  • Reason for return
    Step 2: We will email a Return Authorization (RA) number and instructions within 48 hours.
    Step 3: Ship items to our Hong Kong warehouse: 2D Tung Chong Industrial Building, 659 Kings Road, Quarry Bay, Hong Kong

  • Step 4: Refunds processed within 5 business days of warehouse inspection.

 

3. Refund Methods & Timelines

  • Payment Refunds: Issued to the original payment method.

    • Credit/Debit Cards: 5–10 business days (depends on bank).

    • PayPal: 3–5 business days.

  • Replacements: Shipped within 48 hours of approval (free shipping).

 

4. Shipping Costs & Fees

  • Damaged/Wrong Items: We cover return shipping costs (prepaid label provided).

  • Unopened Returns: Customer pays return shipping. Original shipping fees non-refundable.

  • International Returns: You are responsible for customs fees on returned items. Declare as "Returned Goods" with RA number.

 

5. Inspection & Denied Claims

All returns undergo warehouse inspection. Refunds may be denied if:

  • Tea shows signs of opening, contamination, or improper storage (e.g., mold from humidity exposure).

  • RA number is missing or invalid.

  • Evidence is insufficient or submitted late.
    Denied returns will be shipped back at your expense.

 

6. Late/Missing Refunds

If refund doesn’t appear in your account:

  1. Check bank/PayPal processing times.

  2. Contact your payment provider.

  3. Email us at [finance@puerism.com] with order details.

 

7. Exceptions for EU/UK Customers

Under the Consumer Contracts Regulations, EU/UK customers have 14 days to cancel orders for any reason (including unopened teas). Refunds include standard shipping costs (excluding express upgrades).

 

8. Contact & Disputes

Email: contact@puerism.com
Response Time: 1–2 business days (HKT).
Unresolved issues may be escalated to the Hong Kong Consumer Council or your local consumer protection authority.

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