At Newby Teas, we want shopping with us to be simple and transparent. This page explains your rights under European Union consumer law and how to cancel or return your order.
You can access your account anytime, 24/7, 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 directly from your customer account or by contacting us at sales@newbyteas.pl.
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.
Your request will be reviewed as soon as possible. If your order has not yet entered the shipping process, we will approve the cancellation and issue your refund.
If the order has already been dispatched before your request is processed, the cancellation cannot be completed. You will instead be able to exercise your right of withdrawal by returning the goods where applicable.
How to cancel 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 the cancellation when prompted
If your subscription contains multiple products, you must complete the cancellation process for each individual product you wish to cancel.
Changes or cancellations must be made before your next billing date to avoid charges for the upcoming subscription order.
For more information about how our subscriptions work, including billing, delivery schedules and managing your subscription, please visit our Subscription page.
2. Returning Your Order (EU Right of Withdrawal)
If your order has already been delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason.
To exercise this right:
- Log into your account.
- Open your order.
- Select Return Items.
- Choose the products you wish to return.
- Submit your request.
We will send you return instructions after reviewing your request.
Returned items should be sent back promptly and in accordance with our return instructions.
3. Refunds
Once we receive your returned goods (or proof that they have been returned where legally permitted), we will inspect them.
Approved refunds are issued:
- to your original payment method, or
- as store credit if you choose this option (where available).
Refunds are processed without undue delay and no later than 14 days after receiving your withdrawal request. However, as permitted by EU law, we may withhold reimbursement until we have received the returned goods or proof that they have been sent back.
4. Return Conditions
Returned products should:
- be returned within the applicable return period;
- be adequately packaged to avoid damage during transport;
- include all accessories where applicable.
You may inspect products as you would in a physical shop. However, if a product has been used beyond what is necessary to establish its nature, characteristics or functioning, we may reduce the refund to reflect any loss in value, as permitted by EU law.
5. Products That Cannot Be Returned
In accordance with Article 16 of the EU Consumer Rights Directive, the right of withdrawal does not apply to:
- Sealed tea products that have been opened after delivery and are not suitable for return for health protection or hygiene reasons.
- Personalised or made-to-order products, including customised gifts or bespoke items.
- Goods liable to deteriorate or expire rapidly, where applicable.
Tea accessories, teaware and gift items that are not personalised 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 if the 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 within 3 days of delivery.
To help us resolve the issue quickly, please provide:
- your order number;
- photographs of the products;
- photographs of the shipping box;
- a photograph of the shipping label.
After reviewing the information, we will arrange an appropriate solution, which may include:
- sending replacement items,
- sending missing items,
- or issuing a full or partial refund.
7. Return Shipping Costs
If you are exercising your legal right of withdrawal, 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 incorrect; or
- applicable law requires otherwise.
8. How Long Does It Take?
Cancellation requests are normally reviewed within 1 to 2 business days.
Refunds usually appear in your account within 5–10 business days, depending on your payment provider.
9. Need Help?
If you have any questions regarding your order, please contact our Customer Support team.
Email: sales@newbyteas.pl
Please include your order number to help us assist you more quickly.