Why was my flavour claim refused?

We turn down very few flavour claims, and when we do, it's worth explaining why. It's never personal, and it's never about doubting you.

Here are the most common reasons.

It was a repeat shop order. The First Match Concierge covers your very first order with us, whatever you paid for it. It is a one-time welcome, so orders after that first one are not covered, at full price or on offer. Your Discovery subscription is unaffected and is covered every month by its own promise.

The First Match Concierge had already been used. It's a one-time welcome, once per customer and household. If it's been used before, on this order or an earlier one, it can't be used again.

The window had closed. The Discovery Flavour Promise runs for 14 calendar days from delivery. The First Match Concierge runs for 7 calendar days from delivery. If you got in touch after that, we're not able to open a claim, though we're always glad to hear how a tea turned out.

Three Discovery claims had already been approved this year. The Discovery Flavour Promise covers up to three approved claims in any rolling 12 months, one tea per box. If you've reached that, we'll let you know when the window opens again.

None of this touches your legal rights. If a tea arrived faulty, unsafe, the wrong item, or not as described, that's covered in full, regardless of discounts, timing, or how many flavour claims you've made. Get in touch at info@boteane.co or 0333 339 9947 and we'll sort it.

Updated 16 August 2026.