Refund policy

Every Maison Kettle tea is packed in a small numbered batch, sealed, and shipped fresh. Because batches are limited and tea is a food product, we don't offer change-of-mind returns or order cancellations. Here is exactly what that means, and where the exceptions are.

Cancellations

Once an order is placed it enters the packing queue for its batch and cannot be cancelled. Check your cart carefully before paying. If you've made a genuine error, such as a duplicate order or a wrong address, write to shop@maisonkettle.com immediately; if the parcel hasn't been handed to the courier we'll do our best to help, but we can't guarantee it.

Returns

We don't accept returns. Sealed batch goods that leave our facility can't re-enter it, and an opened tin can't be resold for food-safety reasons. Please read the tasting notes and batch details before ordering, and write to us with questions first. We answer.

The exceptions, which we honour without fuss

Damaged, wrong, or missing items. If your order arrives damaged, or an item is missing or not what you ordered, photograph the parcel as received and contact shop@maisonkettle.com or WhatsApp us within 7 days of delivery. We'll replace or refund in full, and we won't ask you to courier anything back at your cost.

Faulty batches. If you believe a tea is genuinely off, not merely not to your taste, write to us with the batch number on your tin. Every batch is traceable and we take flavour reports seriously. If a batch has a fault, we'll refund or replace, opened or not.

Orders we can't fulfil. If a batch sells out between your order and dispatch and you don't want the alternative we offer, you receive a full refund.

Refund timing

Where a refund is due, it goes back to your original payment method within 5–7 business days of our confirmation. If more than 10 business days pass, contact us and we'll chase the payment provider.

Contact: shop@maisonkettle.com