Returns
Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately we cannot offer you a credit or exchange.
To be eligible for a return, exchange, or credit, your item must be considered defective or damaged and must be reported within 14 days of receiving your order.
Teavision is a wholesaler and does not provide a warranty on a product if it has been repackaged, re-blended, or incorrectly stored. Please see our storage conditions below.
Quality Assurance
Storage conditions, shelf life, defective products, and claims
Teavision supplies agricultural products, many of which are organic. We have a tolerance level of 3% for agricultural foreign matter, such as stones, leaves, and bark. We do not consider this to be contamination unless it exceeds 3% and, accordingly, do not warrant minor foreign matter that is agricultural in nature.
The shelf life provided by Teavision at the time of supply is subject to the purchaser or consumer meeting our recommended storage conditions. Products should be stored at ambient temperature in airtight packaging, away from direct sunlight and humidity. In warmer climates with high humidity, it is especially important to ensure appropriate storage to avoid insect contamination.
Teavision can supply a certificate of analysis (CoA) upon request for any ingredient to show that the product and batch have been tested to meet Australian food health and safety standards. If you require further testing, such as testing for heavy metals or other substances, we recommend arranging this yourself through an Australian laboratory.
Defective Products and Claims
If you believe that your product is defective, contaminated, or otherwise unfit for consumption, please report it to our team at info@teavision.com.au and we will investigate it for you.
If a product is proven to be defective after Teavision has conducted an investigation and a claim is made, Teavision will issue a credit for the agreed amount but will not offer a refund. Each case is unique and may be treated differently depending on the circumstances. The Teavision management team will assist with this process to find a fair and reasonable outcome for all parties.
To complete your return, we require a receipt or proof of purchase.
In certain situations, only a partial credit may be granted, including:
- An item that is not in its original condition, is damaged, or has missing parts for reasons not due to our error.
- An item returned more than 14 days after delivery.
Credits
Once your return is received and inspected, we will email you to confirm that we have received the returned item. We will also notify you whether your credit has been approved or rejected.
Sale Items
Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same item, email us at info@teavision.com.au and we will assist you with the next steps.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified of your return.
Shipping
To return your product, mail it to Teavision's listed business address.
You are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a credit, the cost of return shipping may also be included in your credit.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you are shipping an item valued at more than $75, consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
