At Newby Teas, we want shopping with us to be simple and transparent. This page explains your rights when shopping on www.newbyteas.com and how to cancel or return your order.
You can access your account at any time to view your orders, request cancellations or returns, and track your order status: https://www.newbyteas.com/account/orders
1. Cancelling Your Order Before Dispatch
If your order has not yet been dispatched, you can request a cancellation through your customer account or by contacting us at customercare@newbyteas.com.
How to cancel your order?
- Sign in to your account.
- Open My Orders.
- Select the order you wish to cancel.
- Click Cancel or Return.
- Select the item(s) you wish to cancel.
- Review your request.
- Submit your cancellation request.
We will review your request as soon as possible. If your order has not yet entered the shipping process, we will approve the cancellation and issue your refund.
If your order has already been dispatched before your cancellation request is processed, it can no longer be cancelled.
However, if you are eligible, you may still return the goods in accordance with your statutory cancellation rights and this Returns Policy.
Cancelling Your Subscription
If you have an active tea subscription, you may manage, pause, skip or cancel it at any time through your customer account.
To manage your subscription:
- Sign in to your Newby Teas account.
- Select Subscriptions.
- Choose the relevant subscription.
- Click Cancel Subscription.
- Confirm your cancellation.
If your subscription contains multiple products, you must cancel each subscription individually.
To avoid being charged for your next scheduled order, any changes or cancellations must be made before your next billing date.
For further information about billing, deliveries and managing subscriptions, please visit our Subscription page.
2. Returning Your Order (Statutory Right to Cancel)
If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving your goods, subject to the exclusions set out in this policy.
How to request a return?
- Sign in to your account.
- Open My Orders.
- Select Return Items.
- Choose the products you wish to return.
- Submit your request.
Once your request has been received, our Customer Care team will provide you with return instructions where applicable.
Returned goods should be sent back without undue delay and no later than 14 days after notifying us that you wish to cancel your order.
3. Refunds
Once we receive your returned goods, or evidence that they have been returned where permitted by law, we will inspect them.
Approved refunds will be issued:
- to your original payment method; or
- as store credit, where you have chosen this option and it is available.
Refunds will be processed without undue delay and no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back.
Please note that your payment provider may require additional time before the refund appears in your account.
4. Return Conditions
Returned products should:
- be returned within the applicable return period;
- be securely packaged to prevent damage during transit;
- include all accessories, components and promotional items supplied with the order where applicable.
You may inspect goods as you would in a physical retail store. However, if the goods have been handled more than is necessary to establish their nature, characteristics or functioning, we may reduce the amount of your refund to reflect any loss in value, as permitted by law.
5. Products Excluded from the Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory right to cancel does not apply to:
- Sealed tea products that have been opened after delivery where they are unsuitable for return for health protection or hygiene reasons.
- Personalised, engraved or made-to-order products, including customised gifts or bespoke items.
- Goods that are liable to deteriorate or expire rapidly.
Tea accessories, teaware and non-personalised gift items may be returned in accordance with this Returns Policy, provided they are returned in their original condition.
These exclusions do not affect your statutory rights where goods are faulty, damaged, not as described or otherwise fail to comply with the Consumer Rights Act 2015.
6. Damaged, Incorrect or Missing Items
If your order arrives:
- damaged;
- incomplete; or
- contains incorrect items,
please contact us as soon as reasonably possible, preferably within 3 days of delivery, by emailing customercare@newbyteas.com.
To help us investigate your claim quickly, please provide:
- your order number;
- photographs of the products;
- photographs of the outer packaging;
- a photograph of the shipping label.
Following our review, we may:
- send replacement items;
- send any missing items; or
- issue a full or partial refund, where appropriate.
Reporting within three days helps us investigate courier-related issues promptly but does not affect your statutory rights under the Consumer Rights Act 2015.
7. Return Shipping Costs
If you are exercising your statutory right to cancel because you have changed your mind, you are responsible for the direct cost of returning the goods unless:
- we have agreed to pay the return costs;
- the goods are faulty, damaged or incorrectly supplied; or
- applicable law provides otherwise.
Where goods are faulty, damaged or incorrectly supplied, we will reimburse reasonable return postage costs.
8. Processing Times
Cancellation requests are normally reviewed within 1–2 business days.
Refunds are typically processed within 5–10 business days after approval, although the exact timing depends on your payment provider.
9. Need Help?
If you have any questions regarding your order, please contact our Customer Care team.
Open Monday to Friday from 9am to 6pm.
Email: customercare@newbyteas.com
Please include your order number whenever possible so that we can assist you more quickly.