At Newby Teas, we want shopping with us to be simple and transparent. This page explains our Returns & Refunds Policy for purchases made through www.newbyteas.com/us, in the USA and Canada.
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 supportusa@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 your cancellation and issue a full refund.
If your order has already been dispatched before your cancellation request is processed, it can no longer be cancelled. You may still request a return in accordance with 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 more information about billing, deliveries and managing subscriptions, please visit our Subscription page.
2. Returning Your Order
If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order, subject to the conditions 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 review it and provide return instructions where applicable.
Returned items should be shipped within 14 days of receiving your return authorization.
3. Refunds
Once we receive your returned goods, we will inspect them to ensure they meet the conditions of this Returns Policy.
Approved refunds will be issued:
- to your original payment method; or
- as store credit, where available and selected by you.
Refunds are generally processed within 5–10 business days after the returned goods have been received and approved. Your financial institution may require additional time before the refund appears in your account.
Original shipping charges are non-refundable unless the return is due to our error or the product is faulty.
4. Return Conditions
To be eligible for a refund, returned products must:
- be requested for return within 14 days of delivery;
- be returned in their original packaging where reasonably possible;
- include all accessories, components and promotional items supplied with the order;
- be in unused or saleable condition, except where the product is defective or damaged.
We reserve the right to reduce or refuse a refund where returned goods show signs of excessive use, damage or are returned in an unsaleable condition.
5. Products That Cannot Be Returned
For health, safety and quality reasons, we cannot accept returns of:
- sealed tea products that have been opened after delivery;
- personalized, engraved or custom-made products;
- products that are damaged through misuse or improper handling after delivery;
- goods that are perishable or have exceeded their shelf life.
Tea accessories, teaware and non-personalized gift items may be returned in accordance with this Returns Policy, provided they are returned in their original condition.
These exclusions do not affect any rights you may have under applicable consumer protection laws.
6. Damaged, Incorrect or Missing Items
If your order arrives:
- damaged;
- incomplete; or
- contains incorrect items,
please contact us as soon as possible, preferably within 3 days of delivery, by emailing supportusa@newbyteas.com.
Please include:
- your order number;
- photographs of the products;
- photographs of the outer packaging;
- a photograph of the shipping label.
After reviewing your claim, we may:
- send replacement items;
- send any missing items; or
- issue a full or partial refund, as appropriate.
Reporting within three days helps us investigate shipping-related issues promptly and provide a faster resolution.
7. Return Shipping Costs
Unless the return is due to our error or because the goods are faulty or damaged, you are responsible for the cost of returning the goods.
Where a return is the result of our error, or the goods are defective, damaged or incorrectly supplied, we will reimburse reasonable return shipping costs or provide a prepaid return shipping label where available.
8. Processing Times
Cancellation requests are normally reviewed within 1–2 business days.
Approved refunds are typically processed within 5–10 business days, although your financial institution may require additional time before the funds appear in your account.
9. Need Help?
If you have any questions regarding your order, please contact our Customer Care team.
Customer Care Hours: Monday to Friday, 9:00 a.m. – 6:00 p.m.
Email: supportusa@newbyteas.com
Please include your order number whenever possible so that we can assist you more quickly.