Effective Date: September 25, 2026

This Refund and Returns Policy is formally established and published by TEA SHOP S. de R.L. de C.V. (“we”, “us”, “our”), whose registered business address is located at Av. Francisco Villarreal Torres No. 2050, Interior 8E, Colonia Juárez, Ciudad Juárez, Chihuahua, México, C.P. 32422. It applies to every product purchase and transaction completed through our official e-commerce platform www.teashopméxico.com, covering our full catalog of handcrafted teapots, ceramic teacups, stainless steel coffee pots, insulated mugs, loose-leaf tea brewing tools, and all related home beverage accessories. This policy sets out all clear, binding rules for after-sales returns, replacements, and eligible refund arrangements, to ensure equal, transparent protection for both our valued customers and our operational integrity. By submitting any order on our website, you confirm that you have fully read, understood, and unconditionally agreed to all terms specified in this document.

1. Strict No-Refund-Only Core Rule

We make it explicitly clear that ‌no standalone “refund only” application that allows the customer to keep the purchased product is permitted under nearly all scenarios‌. Customers are not eligible to receive any full or partial monetary refund while retaining physical possession of the item they ordered. This rule applies to every product category on our site, including handcrafted limited-edition teaware, seasonal exclusive collections, clearance sale items, and daily-use drinkware. Any refund-only request submitted without a corresponding product return will be immediately rejected by our customer service system. The only narrow exception we recognize is the full, verified loss of your parcel during the last-mile delivery stage, confirmed in writing by our contracted courier partner, where the product can no longer be recovered by either party. This non-refund-only principle is designed to eliminate fraudulent claims, protect our inventory management accuracy, prevent unfair loss to our business, and ensure all customers receive consistent, fair after-sales treatment.

2. Return Eligibility Requirements

To submit a valid return application, you must initiate your request within 15 calendar days from the exact date you received your ordered product. All returned items must remain completely unused, unwashed, unmodified, and free of any signs of human-caused damage such as scratches, glaze chips, stains, or improper disassembly. The original factory packaging, protective padding, product authenticity labels, included user guides, and any complimentary accessories that came with your order must all be fully intact and returned together with the main product. Custom engraved, personalized custom-made, and pre-order special production items manufactured exclusively to your unique specifications are not eligible for general return, unless the item is confirmed to have irreversible manufacturing defects that prevent normal use. Products clearly marked as “Final Sale” or “Non-Returnable Clearance” on their respective product detail pages are also excluded from our standard return scope.

3. Formal Return Submission Process

Before sending any product back to our warehouse, you must first submit an official return request to our dedicated after-sales email at welds@teashopméxico.com. You are required to provide your complete order number, the exact product name or corresponding SKU code, at least two clear full-view photos of the item and its original packaging, and a clear description of the reason you are requesting a return. Our after-sales team will review your submission and respond within no more than 3 business days, issuing you a unique official Return Authorization Number and the exact designated return shipping address via reply email. ‌Any parcel sent back to us without our pre-approved Return Authorization Number will not be accepted, and we take no responsibility for items lost or misdelivered in this situation.‌

After you receive your Return Authorization Number, you must repack the product with sufficient shockproof, impact-resistant materials to ensure no new damage occurs during return transit. Clearly write the Return Authorization Number on the outer surface of your shipping package, and dispatch the parcel to the address we provided. For non-defective items returned for personal preference reasons, you are fully responsible for covering all return shipping costs. For items confirmed to have manufacturing defects, severe in-transit damage, or material misrepresentation on our product page, we will send you a pre-paid shipping label that covers 100% of your return shipping expenses.

Once our warehouse team receives your returned parcel, we will conduct a full, detailed inspection of the item and all accompanying contents within 5 working days, then send you a formal notification of the inspection results. If the returned item fully meets all our return eligibility criteria, we will proceed with your requested resolution. If the item is found to have unreported man-made damage, missing parts, or destroyed original packaging, we reserve the right to reject your return application, and we will ship the item back to you at your own cost.

4. Approved Post-Return Resolution Options

After your returned item passes our full inspection, you may select one of the following two official resolution options:

1. ‌Equal Product Exchange‌: You may exchange the returned item for a brand new identical product of the same SKU, same style, and same original value. If you choose to exchange for a different product with a higher unit price, you only need to pay the corresponding price difference. If the new product you select has a lower unit price, the resulting price difference will only be issued to you as a non-expiring store credit that can be applied to your next purchase on our site; this store credit cannot be converted to a direct cash refund.
2. ‌Full Post-Return Refund‌: After we confirm the returned item is intact and meets all policy requirements, we will process the full product price refund to your original payment method. The standard processing period for refunds is 7 to 10 business days, and the actual time the funds arrive in your account depends on the processing speed of your issuing bank or third-party payment provider. The original outbound shipping fee you paid at checkout will not be included in the refund amount, unless the return is triggered by our confirmed shipping error or verified product quality issue.

5. Damaged and Defective Item Handling

If you discover that your delivered product has obvious manufacturing defects, or the outer shipping box is severely crushed and the internal product is broken during transit, you must contact us within 7 calendar days from your delivery date, and provide complete unboxing photos or short video footage that clearly records the full damage condition. After our verification, we will arrange a brand new replacement item to be shipped to you at no extra cost, or process a full refund only after you return the damaged item to our warehouse. Under no circumstances will we approve any refund-only request for damaged or defective merchandise that allows you to keep the broken product, and we will never issue partial monetary compensation without the physical return of the problematic item.

6. Official Contact Information

If you have any questions, clarifications, or inquiries related to this Refund and Returns Policy, you may reach us through our official channels:

• Company Name: TEA SHOP S. de R.L. de C.V.
• Contact Email: welds@teashopméxico.com
• Physical Address: Av. Francisco Villarreal Torres No. 2050, Interior 8E, Colonia Juárez, Ciudad Juárez, Chihuahua, México, C.P. 32422
• Contact Telephone Number: +52 6566663580

Our professional after-sales support team will respond to your inquiry within 24 business hours, and provide you with step-by-step guidance to help you complete your return process smoothly.