Returns & Refunds Policy

Last updated: 21 September 2025

We want you to enjoy your High Tea with Harriet experience. This policy explains when and how you can return or exchange products purchased from us.

Change of Mind

Tea & food products: For health and safety reasons, we cannot accept returns of opened or used tea. We will only accept change-of-mind returns if items are unopened, undamaged, and in original packaging, and you contact us within 30 days of delivery.
Teaware & accessories: Unused items may be exchanged within 30 days of delivery.
Refunds: Change-of-mind returns are eligible for exchange only (no refunds).
Proof of purchase: Required for all returns. Gifts can be exchanged with a gift receipt.

Exclusions

The following items cannot be returned or exchanged unless faulty:

Sale or clearance items.
Products sold as “close to best before” or otherwise marked down due to shelf life.
Digital gift cards (see Gift Card Terms).

Process

Contact us first via: teatime@highteawithharriet.com.au 1800 TEATIME (1800 832 846) before sending anything back.
We will provide return instructions.
Customers are responsible for return shipping costs unless the item is faulty or sent in error.

Refunds & Exchanges

Processing time: We process refunds/exchanges within 2 business days of receiving the return.
Bank delays: Refunds may take additional time to appear in your account depending on your bank or payment provider.
Bundles & promotions: If you return only part of a discounted bundle (e.g. Buy 2 Get 1 Free), the refund/exchange value will be adjusted to reflect the discounted proportion of the order (e.g. each item valued at 33% of the bundle).
Exchange shipping: Customers cover shipping for both the returned item and the replacement item unless the original product was faulty or sent in error.

Faulty or Incorrect Items – Your Rights Under Australian Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

If you believe a product is faulty, unsafe, or significantly different from its description, please contact us immediately. We will arrange a replacement, repair, or refund (including shipping costs).