Refund policy
We want you to be completely satisfied with your Nio Teas purchase. If you are not happy with your order for any reason, please review our policy below.
Returns & Refunds
We accept return and refund requests within 30 days of delivery. All requests must meet the following conditions:
- The item arrived damaged or defective
- The item delivered was incorrect — meaning a different product or variant from what you ordered
- In exceptional circumstances, if you are not fully satisfied with your order for reasons other than damage or defects, we may review return requests on a case-by-case basis.
All requests must be submitted within 30 days of delivery with your order number. Where the item arrived damaged, defective, or incorrect, please also include photographic evidence of the issue.
Items must be returned in new, unused condition with their original packaging and seals intact. Items that have been opened, used, or are not in their original condition are not eligible for return unless they arrived damaged or defective.
We do not charge a restocking fee on any approved return.
Not Sure You Chose the Right Tea?
Japanese green tea spans a wide range of flavours, and choosing between them online is not always easy. If you have tried your tea and simply do not enjoy it, contact us within 30 days of delivery and we will send you a different tea of equal or lower value, free of charge.
You do not need to send the original tea back, and there is no return shipping for you to arrange or pay for. Keep it, share it, or try brewing it differently — we would rather you ended up with a tea you love than have you post one back to us.
To request a replacement, email info@nioteas.com with your order number and a note on what you did not enjoy, so we can recommend a better match. This offer is available once per order.
Customers in the EU, EEA and United Kingdom
If you are a consumer resident in the European Union, the European Economic Area, or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This right applies in addition to, and independently of, the 30-day policy described above.
To exercise it, notify us at info@nioteas.com within 14 days of delivery, stating your order number and that you wish to withdraw. You must then return the goods to us within 14 days of sending that notice.
For withdrawals under this right, we will refund the full price of the goods together with the standard outbound delivery charge you paid, within 14 days of receiving the returned goods or proof that you have sent them, whichever is earlier. If you chose a delivery method more expensive than our standard option, we refund the standard rate only. You are responsible for the cost of returning the goods to us.
Please note that the right of withdrawal does not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene once they have been unsealed after delivery. Our teas are supplied in sealed packaging, so items whose seal has been broken cannot be returned under this right. This does not affect your legal rights in respect of goods that are faulty, damaged, or not as described.
Return Method
All returns are made by mail. We do not operate retail stores or drop-off points, so items cannot be returned in person. Please do not send anything back before your request has been approved — unapproved returns cannot be processed or refunded.
Return Shipping Costs
You are responsible for arranging and paying for return shipping. Return postage costs vary by country and carrier, and are not reimbursed.
The one exception is where the item arrived damaged, defective, or incorrect. In that case Nio Teas covers the cost of return shipping, and our customer service team will either provide a prepaid return label or reimburse your postage.
Refund Amount
Approved refunds are issued for the value of the item excluding original shipping costs. Any discounts applied to the order will be deducted proportionally from the refund amount. For example, if two items of $10 are purchased with a $5 discount and one item arrives defective, the refund issued will be $7.50.
Where you are withdrawing under the EU, EEA or UK right described above, your standard outbound delivery charge is refunded in addition to the value of the goods.
Refund Method
Approved refunds are issued as a full monetary refund to your original payment method. We are unable to issue refunds to a different card, account, or as store credit. If you would prefer a replacement tea instead of a refund, see the section above.
Refund Timeframe
We will review your request and respond within 2 business days of receiving it. Once your return is approved and received, we issue the refund within 2 business days. Your bank or card issuer may then take a further 5–20 business days to post the funds to your account, depending on their own processing times.
How to Request a Refund
Contact us at info@nioteas.com within 30 days of delivery with your order number and, where applicable, photos of the issue. We will review your request and respond within 2 business days.
Returns Address
We ship from multiple warehouses, so the correct return address depends on which warehouse fulfilled your order. Once your return is approved, our customer service team will provide you with the correct return address for your specific order.
Customer Service Hours
Our customer service team is available Monday to Friday, 08:00–20:00 CET, in English. We serve customers across North America, Europe, and Asia.
Contact Us
Nio Teas GmbH
Email: info@nioteas.com
Address: Schanzackerstrasse 34, CH-8006 Zürich, Switzerland
Phone: +41 79 751 83 88
VAT Number: CHE-176.978.507