Effective date: 21 July 2026
These are the full terms behind the two voluntary Boteane flavour promises. For the friendly overview, visit Boteane Flavour Promises.
Guarantor: Boteane LTD
Postal address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
1. About these Terms
1.1 These Terms govern two voluntary promises offered by Boteane for eligible purchases made directly from Boteane.co: the Discovery Flavour Promise and the First Match Concierge Promise.
1.2 The promises are provided without additional charge and are separate from, and in addition to, the customer's statutory rights. Nothing in these Terms excludes, restricts or replaces any legal right or remedy.
1.3 This UK version applies to retail consumer orders delivered to an address in the United Kingdom. Customers elsewhere retain any mandatory rights that apply where they live.
1.4 The promises are available in English. A copy of the Terms applicable to an order will be supplied or made available in a form the customer can save, such as by email or this web page.
2. Definitions
"Account credit" means credit added to a Boteane customer account for use against an eligible future Boteane purchase. It is not transferable, cannot be resold and cannot be exchanged for cash, except where the law independently requires a monetary refund.
"Eligible paid box" means a paid Boteane Discovery Subscription box containing five teas and purchased directly from Boteane.co. It excludes a free replacement box, complimentary box or box supplied without separate payment.
"Flavour dissatisfaction" means that a product is safe, correctly supplied, of satisfactory quality and as described, but the customer does not enjoy its taste, aroma, strength or flavour profile.
"Statutory rights issue" means goods that are faulty, unsafe, damaged, contaminated, incorrect, short-delivered, not of satisfactory quality, not fit for purpose or not as described.
3. Discovery Flavour Promise eligibility
3.1 The Discovery Flavour Promise applies to one opened tea from an eligible paid box, subject to the claim limit in section 3.5.
3.2 The customer must contact Boteane within 14 calendar days beginning on the day after delivery of the relevant box.
3.3 The promise applies only to genuine flavour dissatisfaction. It does not apply to a statutory rights issue, which must be handled under section 10 below.
3.4 The account holder may claim. A named gift recipient may also claim where Boteane can reasonably verify the eligible paid order.
3.5 No more than three Discovery Flavour Promise claims may be approved for the same Boteane subscription account in any rolling 12-month period.
3.6 Only one tea from the same box may be claimed under this promise, even if more than one packet has been opened.
4. First Match Concierge Promise eligibility
4.1 The First Match Concierge Promise applies to one opened tea from the customer's first eligible paid non-subscription order placed directly with Boteane.co.
4.2 The customer must contact Boteane within 7 calendar days beginning on the day after delivery of that order.
4.3 The promise may be used once per customer and household. It does not apply to a subscription box, a subsequent non-subscription order or a statutory rights issue.
4.4 To receive the voluntary remedy, the eligible customer must complete a one-to-one telephone consultation with Boteane. Boteane will contact the customer using the details supplied to arrange the call at a mutually suitable time.
4.5 During the consultation, Boteane may ask about the original tea, the customer's brewing method, flavours they enjoy or avoid, and how they usually take their tea. Boteane will then recommend a tea that it reasonably considers a better match.
4.6 Taste is subjective. A recommendation made during the consultation is personal guidance and is not a guarantee that the customer will enjoy the recommended tea.
5. How to claim
5.1 Contact Boteane using one of the following routes: email info@boteane.co, UK telephone 0333 339 9947, international telephone +44 333 339 9947.
5.2 Provide the information reasonably needed to review the claim: the customer's name and contact details; the order number; the tea or product name; a short description of why the flavour was not suitable; a clear photograph of the opened packet; and a clear photograph of the batch or lot code.
5.3 If a claim is started by telephone, Boteane may ask the customer to email the photographs afterwards. For a First Match Concierge claim, Boteane will then arrange the separate one-to-one telephone consultation described in section 4.
6. Evidence, inspection and returns
6.1 Boteane may request additional information only where reasonably necessary to verify eligibility, investigate a product quality or safety concern, or prevent fraud. This may include proof of purchase, confirmation of delivery details, additional photographs or return of the remaining product for inspection.
6.2 Boteane will not require a routine return for every flavour preference claim. If a return is reasonably required, Boteane will provide instructions. Products returned without prior authorisation may not be accepted under the voluntary promise.
6.3 A customer should not dispose of a product that may be unsafe, contaminated or defective until Boteane has advised what information or sample is reasonably required for investigation.
7. Remedies under the voluntary promises
7.1 For an approved Discovery Flavour Promise claim, Boteane will add account credit to the customer's Boteane account for the eligible tea. The credit will equal one fifth of the price actually paid for the relevant eligible paid box after any discount, excluding any separately charged delivery fee. For a named gift recipient, the credit will be applied to the purchaser's subscription account unless Boteane agrees another appropriate account arrangement.
7.2 Discovery account credit remains on the account until used and will be applied in accordance with the account and checkout rules shown to the customer.
7.3 The Discovery Flavour Promise does not provide a cash refund, a refund to the original payment method, a replacement tea, a subscription cancellation, or a refund of delivery charges. This limitation applies only to flavour dissatisfaction under the voluntary promise and not to any statutory right.
7.4 For an approved First Match Concierge Promise claim, after the customer has completed the telephone consultation, Boteane will add account credit equal to 50% of the price actually paid for the original eligible tea after any discount, excluding any separately charged delivery fee.
7.5 The First Match credit will be available to apply towards the customer's next eligible purchase made directly from Boteane.co, including the tea recommended during the consultation. The customer is not required to purchase the recommended tea.
7.6 The First Match Concierge Promise does not provide a cash refund, a refund to the original payment method, a free replacement tea or a refund of delivery charges. This limitation applies only to flavour dissatisfaction under the voluntary promise and not to any statutory right.
7.7 A remedy under either voluntary promise is personal to the eligible customer or authorised gift recipient and may not be assigned, transferred or resold.
8. Exclusions
The voluntary promises do not apply to:
- purchases made through another retailer, marketplace or third party;
- free gifts, complimentary samples, promotional extras, gift cards or items supplied without separate payment;
- more than one tea from the same eligible Discovery box;
- a Discovery claim where three claims have already been approved for the same subscription account during the preceding 12 months;
- additional opened teas from a first non-subscription order, any subsequent non-subscription order, or a First Match request made more than 7 calendar days after delivery;
- a First Match request where the eligible customer does not complete the one-to-one telephone consultation reasonably arranged by Boteane;
- requests to cancel, refund or reverse an otherwise valid subscription renewal solely because it was not cancelled or skipped before the applicable cut-off. This does not prevent an eligible flavour claim for one tea from that paid box;
- products purchased for resale, commercial use or organised promotional harvesting;
- a change of mind about the subscription itself;
- a product used after its best-before date, stored improperly, deliberately altered or prepared in a way materially inconsistent with the instructions, where that caused the dissatisfaction;
- a statutory rights issue, which is handled separately under section 10.
9. Subscription management and cancellation
9.1 Making a flavour claim does not cancel, pause or skip a subscription and does not prevent the next scheduled payment or dispatch. Customers must manage their subscription separately through their Boteane account or by contacting Boteane.
9.2 Nothing in these Terms restricts any statutory cooling-off or cancellation right. The current legal rules for distance and subscription contracts apply independently of these promises.
9.3 Whether a right to cancel applies to opened tea depends on the product and the circumstances. Boteane will not rely on a legal exception for perishable or sealed health and hygiene goods unless that exception genuinely applies and the required information was provided to the customer before the contract was made.
10. Faulty, unsafe, damaged, incorrect or misdescribed goods
10.1 A customer should contact Boteane promptly if goods are faulty, unsafe, damaged, contaminated, incorrect, short-delivered, not of satisfactory quality, not fit for purpose or not as described.
10.2 These issues are not subject to either voluntary flavour claim window. UK consumers may have remedies under the Consumer Rights Act 2015, including the short-term right to reject qualifying faulty goods within 30 days and, depending on the circumstances, repair, replacement, price reduction or a final right to reject.
10.3 Where the law requires a refund, Boteane will not substitute account credit unless the customer freely agrees and the law allows it. Statutory refunds will be handled through the appropriate payment route and within the legally required timeframe.
10.4 These Terms do not limit Boteane's responsibilities for product safety, food safety, allergen information, recalls or withdrawals.
11. Fair use, fraud and refusal of claims
11.1 Boteane may decline or withdraw a voluntary remedy where it reasonably concludes, on the information available, that: the claim is false, misleading or supported by altered evidence; the same box or item has already received a flavour-promise remedy; multiple accounts or coordinated claims are being used to obtain duplicate benefits; the products were purchased for resale or other non-consumer purposes; the customer has not provided information reasonably necessary to verify the claim; or the claim falls outside the published eligibility rules.
11.2 Boteane will not exercise this right arbitrarily. Where a claim is declined, Boteane will explain the principal reason. This does not affect the customer's right to raise a complaint or rely on statutory rights.
12. Personal data
12.1 Boteane may use personal data supplied with a claim to administer the promise, verify eligibility, prevent fraud, provide customer support, investigate product quality or safety, and comply with legal obligations.
12.2 Boteane will collect only information that is adequate, relevant and necessary for those purposes, protect it appropriately and keep it no longer than needed under its retention policy and Privacy Notice.
12.3 Claim information will not be used for unrelated marketing unless there is a separate lawful basis and any required choice or consent has been provided.
13. Changes to the promises
13.1 Boteane may change or withdraw either voluntary promise for future purchases. The version in force when the relevant order was placed will continue to apply to that order.
13.2 Boteane will not retrospectively reduce a customer's rights under a promise after the relevant purchase.
14. Complaints and dispute resolution
14.1 Complaints may be sent to info@boteane.co or made by telephone using the numbers in section 5.
14.2 Boteane will investigate complaints fairly and provide a final response. If a consumer dispute remains unresolved, Boteane will provide information about an appropriate approved alternative dispute resolution entity where the law requires this, and will state whether Boteane agrees or is required to use that process.
14.3 Customers may also seek independent advice from Citizens Advice or the relevant consumer service in their part of the United Kingdom.
15. Governing law and courts
15.1 These Terms are governed by the law of England and Wales, subject to mandatory consumer protections that apply where the customer lives.
15.2 A consumer living in Scotland or Northern Ireland may bring proceedings in the courts of the part of the United Kingdom where they live. A consumer living in England or Wales may bring proceedings in the courts of England and Wales.
16. Severability and contact
16.1 If any part of these Terms is found invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
16.2 Guarantor contact details: Boteane LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ, info@boteane.co, 0333 339 9947, +44 333 339 9947.