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Refund Policy

Once your returned item has been received and inspected, you will be notified of approval or rejection.
Approved refunds will be issued to your original payment method within 10 business days. Please note that bank or card processor timelines may vary.

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Damages

All matcha orders are packed under CCTV surveillance with photo documentation of the measured grams and packaging process. We do not ship damaged or incomplete products.

If you believe your parcel was damaged during transit:

  • You must provide a continuous, unedited video recording of the unboxing process, showing the parcel being opened from the start, including the shipping label and packaging interior.

  • The recording must clearly show the product’s condition upon first inspection.

  • Any footage that is edited, incomplete, or recorded after unboxing will not be accepted as valid evidence.

  • If the submitted proof contradicts ZenTea UK’s internal CCTV and weight documentation, the claim will be rejected.

We reserve the right to deny refund or replacement requests that do not comply with these requirements.

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Non-Delivery and Delivery Confirmation

Once an order is marked as “Delivered” or “Signed For” by Royal Mail’s tracking system, it is legally considered delivered. ZenTea UK will not be held responsible for claims of non-receipt where Royal Mail confirms successful delivery and signature verification.

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Fraud Prevention

ZenTea UK maintains strict evidence records for all shipments, including CCTV footage, product weight logs, and dispatch confirmations.

We reserve the right to report fraudulent refund or chargeback claims—including falsified or manipulated photo/video evidence—to relevant authorities and payment processors.
These measures ensure full accountability and protect both Zentea UK and its customers from misuse or misinformation.
 

International Returns

We do not accept returns or exchanges for international orders.

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Transparency and Compliance

This Refund Policy is part of ZenTea UK’s full disclosure policy and serves as official evidence in any bank or payment dispute.
Our fulfilment and refund process follows documented procedures to guarantee fairness, authenticity, and customer protection.

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Agreement

By completing a purchase on www.zenteauk.com, you acknowledge and agree to this Refund Policy as well as ZenTea UK’s Shipping Policy and Terms & Conditions.


This acknowledgement serves as formal proof of consent in the event of a refund dispute or chargeback investigation.

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