Refund policy
Order Cancellation: You may cancel an order within 24 hours of placing it by contacting us at info@emptea.co. Once an order has shipped, it cannot be canceled or changed.
Eligibility for Returns: To be eligible for a return, items must be unused, in their original packaging, and in the same condition as when received. You must also include the receipt or proof of purchase.
How to Return:
-
Contact Us: Reach out to us with photos of the product you received within 7 days of delivery to initiate a return.
- Ship Items Back: Return the items within 7 days of your inquiry.
- Shipping Costs: Buyers are responsible for return shipping costs. Shipping fees are not eligible for a refund.
- Restocking Fee: A restocking fee of 10% of the item value or the initial shipping cost, whichever is greater, may apply. Items must be returned in the original box in which they were delivered.
Non-Eligible Returns: If the returned item does not meet the conditions mentioned (unused, original packaging, same condition), we reserve the right to reject the return. The item will be returned to you, and you will be responsible for any additional shipping costs incurred.
Damages and Issues: Inspect your order upon reception. If the item is defective, damaged, or incorrect, contact us immediately at info@emptea.co. Provide detailed photos of the damage with your order number. For items damaged in transit, we may need you to assist with an insurance claim and return the item before processing a refund or replacement.
International Shipments: For international orders, we currently do not offer free returns. You are responsible for return shipping costs and any customs fees. If you refuse to pay customs fees, the package will be returned to us. We will refund the order amount minus the original shipping cost and the return shipping cost.
Exceptions: We cannot accept returns for certain types of items that have been used or are perishable, such as matcha powder, once they are opened. Custom or personalized items are also non-returnable.
Exchanges: If you need a different item, return the original item and place a separate order for the new one.
EU 14-Day Cooling-Off Period: For shipments to the European Union, you have the right to cancel or return your order within 14 days without providing a reason. The item must be in its original condition, unopened, and with proof of purchase. In most cases, consumers are responsible for the return shipping costs. However, sellers may choose to cover these costs as specified in their policies.