We stand behind every tea we send: not just that it arrives safely, but that you actually enjoy it.
These are two voluntary promises from Boteane. They sit alongside your legal consumer rights and never replace them. If something is faulty, unsafe, damaged, incorrect or not as described, that's always handled under your statutory rights, not the flavour promise below.
One miss out of five is on us.
Every Boteane Discovery box is chosen to help you meet something new. If one tea isn't to your taste, tell us within 14 days of delivery and we'll credit it back to your Boteane account, up to three times in any 12 months.
- One tea per eligible paid box
- Claim within 14 calendar days of delivery
- Remedy: Boteane account credit
- Up to 3 approved claims per rolling 12 months
Your first cup should feel like a find.
If the first tea you try from your first non-subscription Boteane order isn't quite your cup of tea, contact us within 7 calendar days of delivery. We'll arrange a one-to-one telephone consultation to help match you to something better. Once approved, you'll receive Boteane account credit equal to 50% of what you paid for that tea, excluding delivery.
- One opened tea from your first eligible non-subscription order
- Contact within 7 calendar days of delivery
- Includes a one-to-one telephone consultation
- Remedy: 50% of the original eligible tea price as account credit
- One use per customer and household
- No cash refund or free replacement for flavour dissatisfaction
How to claim
- 1Email info@boteane.co or call us (details below): within 14 days of delivery for Discovery, or 7 days for First Match Concierge.
- 2Tell us your order number, the tea name, and a short note on why the flavour wasn't for you.
- 3Send a clear photo of the opened packet and its batch or lot code.
- 4Discovery: once approved, we'll add your account credit. First Match Concierge: we'll book a short one-to-one call, then add your 50% credit once approved. Usually no return needed.
Common questions
What does the Discovery Flavour Promise cover?
One opened tea from an eligible paid Boteane Discovery Subscription box where the tea is safe, correctly supplied and not faulty, but simply not to your taste.
How often can I use the Discovery Flavour Promise?
Up to three approved claims on the same subscription account in any rolling 12 months. Each claim must relate to a different eligible paid box, and only one tea from each box can be claimed.
What will I receive?
Boteane account credit (Discovery), or 50% account credit after a telephone consultation (First Match Concierge). These are not cash refunds: they're a goodwill promise on top of your legal rights.
Do I need to send the tea back?
Usually not. We may occasionally ask for the remaining tea or extra evidence for quality, safety or fraud checks, and we'll give clear instructions if so.
Does a flavour claim cancel or pause my subscription?
No. Claiming a flavour credit never cancels, pauses or skips your subscription. Manage that separately in your account.
Are free gifts and samples covered?
No. Free gifts, complimentary samples and promotional extras supplied without separate payment are not covered.
Can a gift recipient claim?
Yes. A named gift recipient can claim where we can verify the eligible paid order and they provide the information we reasonably ask for.
What does the First Match Concierge cover?
One opened tea from your first eligible non-subscription order placed directly with Boteane.co, where you contact us within 7 days of delivery because the flavour wasn't quite right.
How does the First Match Concierge work?
Once your claim is confirmed as eligible, we'll arrange a one-to-one telephone consultation. We'll talk through the tea, how you brewed it and the flavours you usually enjoy, then guide you towards a better match.
What will I receive after the consultation?
Once the consultation's complete and your claim's approved, we'll add account credit equal to 50% of the price you paid for the original eligible tea. Use it towards your next Boteane purchase, including the tea recommended during the call. It's not a cash refund.
Does the concierge guarantee I'll love the next tea?
The consultation's designed to make your next match more considered, but taste is personal. Think of it as guidance, not a guarantee.
What if my tea is damaged, unsafe, incorrect or not as described?
That isn't a flavour claim. Contact us straight away so we can sort it under our ordinary returns process and your statutory consumer rights. Neither the 14-day Discovery window nor the 7-day First Match window limits those rights.
Can I claim if I bought from another retailer or marketplace?
No, these voluntary promises apply to eligible purchases made directly from Boteane.co. Your rights against the retailer you bought from are unaffected.
Talk to us
Email or call, whichever's easiest.
The full terms, in one place
Eligibility, evidence, exclusions and how each promise sits alongside your legal rights are set out in the full terms.
These are voluntary customer benefits offered in addition to your statutory rights. They never replace them. Guarantor: Boteane LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.