Return and Refund Policy

中文版本

Terms and Conditions

Please read the following terms and conditions carefully, as they govern your use of this website, its products, and the services provided. By using this website, you agree to these terms and conditions, as well as our Privacy Policy. We reserve the right to modify these terms and conditions and our Privacy Policy at any time. You should regularly check for updates to these terms and conditions.

If you do not agree with these terms and conditions, please do not use this website.

We reserve the right to withdraw or amend the website without prior notice.

We are not liable if, for any reason, this website is unavailable at any time or for any period. We also reserve the right to restrict access to certain parts or the entirety of the website.

Prohibited Use

Puerh.HK holds the copyright to this website and all its content.

You may store, print, and display the content of this website for personal use only. Without prior written consent, it is prohibited to reproduce, transmit, distribute, or store the content of this website. Furthermore, you may not use this website or its content for any unlawful purposes or in a manner inconsistent with these terms and conditions without written permission.

Third-Party Links

This website may contain links to other websites or resources not operated by us, including advertisements. We do not review all pages linked to our site, and we are not responsible for the content or accuracy of any third-party websites. We do not assume any responsibility for the availability, privacy practices, or content of external websites or materials, nor are we liable for any damages, losses, or illegal actions arising from or related to the use of such external websites or their services or products.

Registration

To access certain services or features on this website, you may be required to register. You must choose a unique account password and ensure its security. We are not liable for any loss resulting from unauthorized use of your account.

If you suspect any breach of security or unauthorized use of your account, you must notify us immediately.

We reserve the right to cancel any account if we detect the use of proxy servers (Internet Protocol addresses) to conceal multiple accounts or any other activity that disrupts our services.

Sales Terms

By placing an order on this website, you agree to the following terms. All orders are subject to availability and price confirmation. Delivery times may vary based on stock availability and shipping schedules. We are not responsible for any delays caused by postal or courier services.

Pricing and Availability

We make every effort to ensure the accuracy of data, descriptions, and prices on this website. However, errors may occur. We reserve the right to correct any errors or omissions and make changes at any time without prior notice.

We reserve the right to refuse orders that contain incorrect information, inaccurate pricing, product descriptions, or payment/shipping terms.

If an error is identified that results in the cancellation of your order, we will issue a full refund.

Return and Exchange Policy I

This policy applies to customers in Hong Kong, Taiwan, Malaysia, and Macau.

Return and Exchange Process

1. Due to the nature of tea, we do not accept returns or exchanges if the packaging has been opened. If we accept returns or exchanges for other reasons, you must contact us within 3 days of receiving the product; otherwise, we will not accept the request.

2. Before returning any product, you must email [email protected] with your order number, the product to be exchanged, and the reason for the exchange.

3. Upon receiving your request, we will reply via email within 2 business days. During this time, please ensure the product remains intact.

4. After receiving our response, you must return the product within 3 days to the address provided in the email. Returns beyond this period will not be accepted, except on public holidays when the deadline can be extended. Please include a note with your order number in the package to facilitate the exchange process.

5. Customers are responsible for the shipping costs of returning the product. Please use a secure and reliable shipping method.

6. We are not liable for any items lost in transit during the return process. If we do not receive the returned product, we will not be able to process the exchange.

7. Once we receive and inspect the returned item, we will notify you via email within 2 business days whether the return or exchange is approved.

If approved, we will refund the amount within 5 business days to the account you provide.

If the returned item does not meet our criteria, we will offer dispute resolution terms. If you do not pay the return shipping costs for the item to be sent back to you, we reserve the right to dispose of the item.

In case of any disputes, Puerh.HK reserves the right to make the final decision.

Return and Exchange Policy II

This policy applies to regions and countries not covered by Policy I.

Due to high international shipping costs, we offer the following return and exchange policy. Please read and understand this policy before placing an order.

1. Once your order is placed, we will ship the products from Yunnan to the international logistics warehouse in Guangzhou/Shenzhen within two business days. If you request a refund before the items reach the logistics warehouse, we will issue a full refund minus $10 USD for domestic shipping costs (from the Yunnan tea warehouse to the Guangdong logistics warehouse).

2. If the goods have already been shipped from the international logistics warehouse, refund requests will no longer be accepted.

3. If you receive the package in good condition but experience missing, incorrect, or damaged items inside, please record a video before opening the box as evidence. We will fully refund the missing or incorrect items.

4. If you receive the product but do not like or want it, we regret that it did not meet your expectations, but no refund requests will be accepted.

5. Contact us at [email protected], and we promise to respond to all inquiries within three business days (excluding public holidays in mainland China).

6. Please make sure to understand these rules to avoid any disputes later.

Damaged Items

All products are inspected before shipping to ensure quality. However, if a product is found to have undetected manufacturing issues, please notify us and include photos (one showing the damaged part and another of the entire item). You may request a replacement or refund.

Upon confirmation, please return the item. We will cover return shipping costs if the issue is our fault and will promptly arrange for a replacement or refund based on your preference.

If the item is out of stock, a full refund will be issued.