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/ch.
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/ch/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 info@newbyteas.ch.
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. However, 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 your subscription, please visit our Subscription page.
2. Returning Your Order
As part of our commitment to customer satisfaction, Newby Teas offers a 14-day return period from the date you receive 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 goods should be shipped within 14 days after your return request has been approved.
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 bank or payment provider 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 goods are faulty.
4. Return Conditions
Returned products must:
- be requested for return within 14 days of delivery;
- be securely packaged to prevent damage during transit;
- include all accessories, components and promotional items supplied with the order where applicable;
- be returned in their original condition.
We reserve the right to refuse a refund or reduce the refund amount where returned goods show signs of unnecessary handling, 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;
- 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 rights where goods are faulty, damaged or incorrectly supplied.
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 info@newbyteas.ch.
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 the issue within three days helps us investigate shipping-related claims promptly and provide a faster resolution. However, reporting within this timeframe does not affect any rights you may have under applicable Swiss law.
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 after the returned goods have been been approved, although your bank or payment provider 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: info@newbyteas.ch
Please include your order number whenever possible so that we can assist you more quickly.