Refund policy
Return & Refund Policy
At Ongi Tea House, we take great care in sourcing and packing our teas, coffees, and equipment so they arrive fresh and ready to be enjoyed. Because our products are consumable and freshness matters deeply to us, we have the following policy in place:
No Returns or Refunds on Opened Items
Once a product has been opened, we are unable to accept returns or issue refunds. This applies to all tea, coffee, and consumable items, due to hygiene and food safety reasons.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and photos of the issue. We’ll gladly review the situation and make it right with a replacement or store credit where appropriate.
Unopened Items
Unopened, unused non-consumable items (such as equipment) may be eligible for return on a case-by-case basis. Please contact us before sending anything back. Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.
Final Sale Items
All sale items are final sale and are not eligible for return or refund.
We truly appreciate your understanding and support of a small business rooted in warmth and care. If you have any questions about your order, feel free to reach out to us anytime at ongitea@gmail.com.
☕️ With warmth,
Ongi Tea House