Returns and Refunds
Our Promise to you!
We hope you'll be wowed! by every product you buy from us. If ever this isn't the case, we promise to refund you in full. As a small company, our customer satisfaction and service is very important to us. We always try to go the extra mile to ensure the best possible buying experience.
If you are not satisfied with your purchase for whatever reason, simply let us know by email within 30 days so we can arrange for a return.
Extended XMAS Returns. Any unwanted item purchased between November 1st and December 23rd 2018 can be returned by January 23rd 2019 for a full refund.
You can return your purchase to:
The Exotic Teapot
142 Tuckton Road
Our 30 day guarantee covers all our products. Customers in the European Union are entitled to a statutory cooling-off period of seven business days.
Teaware items should be returned in a resaleable condition to qualify for a full refund. After contacting us to request a return, please send the items back via recorded delivery for your own proof of delivery. Be sure to include the order number, original invoice and packaging it all came in if possible.The return postage cost (and any gift wrapping charge) is normally only reimbursed if the item is damaged or faulty.
We suggest you use a trackable courier to return your item. myHermes is one of the more affordable courier options. You can book a collection on their website or drop your parcel off at a nearby parcel shop.
We'll do our best to process your refund back to your credit card or Paypal account as soon as we receive the returned goods.
In the rare event, no one was available to sign for a package and our courier is forced to return the items to us, the original postage cost will not be refunded. The courier will normally only make two attempts and should leave you a calling card and redelivery options with each attempt. You will need to cover any additional costs for us to resend the package if you still wish to receive your order.
We are only able to offer a refund, not an exchange for another product. If you wish to exchange the product, we suggest you make a new order and return the previous order to us for a refund.
If you wish to return a gift that you've received, please bear in mind that we can only refund the original purchaser. We do not offer a gift exchange program.
This occurs very rarely as we always try to cross check our orders before they get dispatched. If ever it happens to you, please accept our sincere apologies. Simply contact us with your order details and we'll sort it out swiftly.
Please check your goods on delivery. If an item has arrived damaged or is faulty please let us know within 7 days so we can arrange for a replacement. We will replace it as soon as possible free of charge and reimburse you any extra postage costs. In most cases, you'll only need to email us a photo of the broken item instead of returning it to us.
As our glass teapots and cups are individually hand blown by traditional methods, you may notice some small imperfections in the glass itself or shape. This is normal. If you see any actual cracks in the glass, please contact us for a replacement. Do not use if any cracks are visible.