Effective date: 22 July 2026
Always contact Boteane before posting or couriering a return. Email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally, and we will confirm the return route, address and instructions. Our registered office is not a returns address unless we expressly confirm it.
Changed your mind?
Contact us immediately if you wish to cancel an order. If it has not entered dispatch, we will try to stop it and refund it. Once an order has been dispatched, the statutory 14-day change-of-mind right may still apply to eligible goods. Unopened, sealed tea may be eligible; opened tea is not accepted for change of mind where the sealed health or hygiene exception applies. Bespoke and clearly personalised products are not returnable for change of mind. Teaware remains subject to the ordinary distance-selling rules. Always contact Boteane before sending anything back.
Something is wrong?
Please tell us promptly if an item is faulty, damaged, unsafe, incorrect, incomplete or not as described. This is separate from a change-of-mind return and from our voluntary flavour promises.
Tea simply not to taste?
Discovery Subscription: one eligible tea per paid box, claimed within 14 days, with no more than three approved claims on the same subscription account in any rolling 12 months. Approved claims receive Boteane account credit under the separate Discovery Flavour Promise terms.
First Match Concierge: for the first eligible non-subscription tea purchase, contact us within 7 days and complete a one-to-one telephone consultation. An approved claim receives Boteane account credit equal to 50% of the price actually paid for the original eligible tea, under the separate First Match Concierge terms.
To request a return or report a problem, email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally. Please include the order number and photographs where relevant. Do not post or courier goods until Boteane has agreed the return and supplied the return address and instructions.
Full legal terms
1. How to tell us
To ask us to stop an order before dispatch, exercise a statutory cancellation right, request a return or report a problem, email info@boteane.co or call 0333 339 9947 from the UK or +44 333 339 9947 internationally. A clear statement that you wish to cancel is sufficient. Contact us before sending any goods. We will confirm whether a return is eligible and, where a return is required, provide the correct return address and instructions. The registered office is not a returns address unless we expressly confirm it.
2. Change-of-mind cancellation period
Where the statutory distance-selling cancellation right applies, it begins when the contract is made and normally ends 14 days after you, or a person you nominate other than the carrier, receives the goods. You do not need to give a reason. For an order delivered in separate parts, the period normally ends 14 days after the final part is received. This legal right is not limited to the period before dispatch.
After notifying us of an eligible cancellation, contact us for the agreed return route. Where goods must be returned, they must normally be sent within 14 days after the cancellation notice. Keep proof of posting. We will provide the return address and instructions. Do not return goods to a supplier, brand partner or Boteane's registered office unless we have expressly instructed you to do so.
3. Products excluded from ordinary change-of-mind cancellation
The ordinary change-of-mind right does not apply to goods made to your specifications or clearly personalised, including bespoke blends created from your chosen ingredients and products printed or prepared with a custom name or message. It also does not apply to sealed goods that are not suitable for return for genuine health-protection or hygiene reasons once unsealed, or to goods that genuinely deteriorate or expire rapidly.
Tea is not automatically excluded from cancellation merely because it is food. Ordinary shelf-stable tea that remains unopened and sealed may still carry the statutory cancellation right. Once a sealed tea packet has been opened, Boteane will not accept it as a change-of-mind return where the health or hygiene exception applies. Bespoke and clearly personalised teas are excluded from change-of-mind cancellation whether opened or unopened. Statutory rights for faulty, unsafe, incorrect or misdescribed goods always remain.
4. Condition of returned goods
You may inspect eligible goods as you reasonably could in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Tea accepted for a change-of-mind return must remain unopened, sealed, undamaged and stored appropriately. Teaware should be unused beyond reasonable inspection and returned with its packaging and components where reasonably possible.
5. Return costs
You normally pay the direct cost of returning an eligible change-of-mind purchase, unless we offered free returns or failed to tell you before purchase that return costs would be payable. Boteane must agree the return route first. We pay reasonable return costs for goods that are faulty, damaged on delivery, unsafe, incorrect or not as described, once the return route has been agreed.
For international returns, use the customs description and instructions we provide. We are not responsible for avoidable customs charges caused by an incorrectly declared return.
6. Refund amount and timing
For a valid cancellation, we refund the price paid and the cost of the least expensive standard outbound delivery option offered for the order. We do not have to refund an additional amount paid for an express or upgraded delivery service above the standard option.
We will refund without undue delay and no later than 14 days after receiving the returned goods or, if earlier, receiving evidence that you sent them back. We may withhold the refund until then. Refunds are made to the original payment method unless you expressly agree otherwise and the law permits it.
7. Faulty, damaged, unsafe, incorrect or misdescribed goods
Contact us promptly with the order number, a description of the problem and photographs where useful. Do not dispose of a potentially unsafe or contaminated food product or broken teaware until we have advised what evidence is reasonably needed. We may request the product or packaging for investigation and will provide return instructions where appropriate.
UK consumers may have a short-term right to reject qualifying faulty goods within 30 days and, depending on the circumstances, rights to repair, replacement, price reduction or a final right to reject. Food safety, product safety and recall responsibilities are unaffected.
8. Delivery loss and transit damage
If a parcel is lost or arrives damaged, report it as soon as reasonably possible. Keep the packaging and take clear photographs. We will investigate with the carrier and provide the remedy required by law. A carrier's delivery scan does not automatically remove your rights where the goods were not delivered into your possession or to a person you nominated.
9. Subscriptions
Returning or claiming against one subscription box does not automatically cancel future renewals. To skip, pause, change or cancel future renewals, log in to your Boteane account and open the subscription area before the cut-off shown there. If you are struggling to manage the subscription in your account, email info@boteane.co before the cut-off. Statutory cancellation rights and the Discovery Flavour Promise operate independently.
10. Voluntary flavour promises
Flavour dissatisfaction means the tea is safe, correctly supplied, of satisfactory quality and as described, but is not enjoyed. It is dealt with only under the separate published Boteane Flavour Promise Terms. Those voluntary terms may provide account credit and may impose shorter claim windows and fair-use limits. They do not restrict any legal remedy for a fault or misdescription.
11. Gifts and free promotional items
If you cancel an order that included a free gift conditional on that purchase, the gift should also be returned unused where reasonably possible. If it is not returned, we may make a fair deduction only where this was clearly disclosed, reflects the genuine value of the retained benefit and is lawful. Complimentary samples and promotional extras do not carry a separate cash value.
12. Statutory cancellation notice template
To: Boteane LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Email: info@boteane.co.
Use this template only where a statutory cancellation right applies. You do not have to use this wording; any clear cancellation statement is sufficient. Contact Boteane before sending goods and wait for the agreed return instructions.
- I give notice that I cancel my contract for the sale of the following eligible goods: [describe goods]
- Ordered on / received on: [date]
- Order number: [number]
- Customer name: [name]
- Customer address: [address]
- Signature, only if sent on paper: [signature]
- Date: [date]