Refund policy

Last updated: October 2026

your right to cancel (EU, UK and Israel)

If you live in the EU, the UK or Israel, you can cancel your order within 14 days of the day you receive it. You do not need to give a reason. Email support@hoyumtea.com with your order number. Send the tea back within 14 days of telling us. The tea must be unopened, undamaged and in its original sealed pack and packaging. We cannot accept tea that has been opened or damaged, unless it was faulty when it arrived. You pay the cost of sending it back. We refund the price and the standard shipping you paid within 14 days of your email, once the tea is back with us and we have checked it.

change of mind (other countries)

Tea is food. Outside the EU, the UK and Israel, we do not accept returns because of a change of mind.

faulty, damaged or wrong items

If your tea arrives damaged or faulty, or is not what you ordered, email support@hoyumtea.com with your order number and a photo. Please do this within 7 days of delivery so we can claim from the carrier. We send a replacement or refund you in full. If we ask you to send the item back, we pay the return shipping. This does not limit your legal rights. We reply within 3 business days.

refunds

We refund to the payment method you used. If you agree, we can refund another way, such as PayPal, at no cost to you. Approved refunds are processed within 7 business days.

canceling an order

You can cancel within 24 hours of ordering if your order has not shipped. Email support@hoyumtea.com. Customers in the EU, the UK and Israel can also cancel later, as explained above.

if you cancel after we ship

If you cancel or refuse the parcel after dispatch, for example because it is held in customs and you choose not to give the documents the carrier asks for, we refund the tea once the parcel is back with us. Outside the EU, the UK and Israel, shipping is not refunded. In the EU, the UK and Israel, we refund the standard shipping you paid, minus the cost of returning the parcel to us.

items sold out

If a tea sells out after you ordered, we will contact you. You can choose to wait, to take a different tea, or to receive a refund.

courses and tours

Each course and tour has its own cancellation terms. They are shown at registration, just before you pay.

blind tasting club

The club runs for a fixed period. You can stop it at the end of the current subscription period. We do not refund a period already paid.

wholesale

Wholesale orders are agreed case by case. Please see our wholesale page at https://hyt.hk/pages/wholesale for how it works.

contact

support@hoyumtea.com