We stand behind every tea we send, not just that it arrives safely, but that you actually enjoy it.
Beyond the rights you already have as a customer, which nothing here affects, we make two promises of our own: the Discovery Flavour Promise for subscribers, and the First Match Concierge for anyone trying us for the first time. Think of them as our word, sitting alongside the law, never instead of it.
One miss out of five is on us.
Five teas land each month, chosen for you. If one isn't to your taste, we don't think you should be stuck with it. Tell us within fourteen days of delivery and we'll credit your account for a fifth of what you paid for the box.
- Tell us within 14 calendar days of delivery
- We credit one fifth of the price you actually paid for the box
- One tea per box. Up to three approved claims in any rolling 12 months
- Covers every paid box, including ones bought with a discount, an offer, account credit, referral credit, or a prepaid gift subscription
Your first cup should feel like a find.
Trying a new tea shop is a small leap of faith. If the first tea you choose isn't quite right, we want to know. Not so we can apologise, but so we can help you find the one that is.
- Contact us within 7 calendar days of delivery
- We arrange a short call to talk through what you tried, how you brewed it, and what you usually enjoy
- From that conversation, we recommend a better match
- Afterwards, we credit your account for 50% of what you paid for that tea
- Covers your first order whatever you paid, including with a discount code, a welcome offer or a gift card. Once per customer and household
Once you're past your first order
The First Match Concierge is there for a genuine first step: trying an unfamiliar tea company, whatever you paid for that first taste. Once you know us, we trust you to choose with confidence, so the Concierge is a one-time welcome rather than an ongoing guarantee. Orders after that first one are not covered, at full price or on offer. Your Discovery subscription, of course, is covered every month by its own promise, regardless of any discount.
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
Does using the 10% welcome discount mean I lose the Flavour Promise?
No. Your first order is covered by the First Match Concierge whether you use the welcome discount or not. We want your first taste of Boteane to feel safe to try, discount or no discount.
I paid with a gift card. Am I covered?
Yes. A gift card counts as payment in full. If it's your first order, the First Match Concierge applies as normal, and the same goes for the Discovery Flavour Promise on subscription boxes.
My subscription box was discounted. Is it still covered?
Yes. Every paid Discovery box is covered, including ones bought with a discount, an offer, account credit, referral credit, or a prepaid gift subscription. What matters is that you paid for the box, not what you paid for it.
Can I use the First Match Concierge more than once?
It covers one order, once, per customer and household. It's there to help you find your feet with us. After that first order, we trust you know your own taste, and we're always happy to talk teas even without a formal claim.
Why do you want to speak to me on the phone?
A short call tells us far more than a form ever could: how you brewed the tea, what you tasted, what you usually reach for. It means what we recommend next is a genuinely better match, not a guess.
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.
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 if my tea arrives damaged or isn't what I ordered?
That's a different matter, and your legal rights cover it in full. Contact us at info@boteane.co or 0333 339 9947 and we'll put it right with a replacement or refund, no flavour claim required. The Flavour Promises are about taste, not about faults.
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.