Refund & Return Policy

Effective Date: 15 January 2026

This Cancellation, Refund & Return Policy applies to purchases made on www.newbyteas.ae, operated by Geralt ME LLC, the official distributor of Newby Teas in the United Arab Emirates (“we”, “us”, “our”).

If you have any questions regarding this policy, please contact us at e-boutique@newbyteas.ae or via our contact form at https://www.newbyteas.ae/pages/contact. 

 

1. Scope of This Policy

This policy explains:

  • how and when orders may be cancelled,
  • which products are eligible for return,
  • how refunds are processed, and
  • how to report damaged, defective, or missing items.

This policy applies to retail purchases and operates alongside our Terms & Conditions and Privacy Policy.

 

2. Order Cancellations

2.1 Before Dispatch

Orders are processed promptly to ensure timely delivery. If you wish to cancel an order:

  • Please contact us within 1 hour of placing your order by emailing e-boutique@newbyteas.ae or via WhatsApp, quoting your order number.
  • We will make reasonable efforts to cancel your order; however, cancellation cannot be guaranteed once order processing or preparation has begun, or if it has been dispatched.

If cancellation is successful, a full refund will be issued to the original payment method.



Refunds will be processed within 7 working days.

Refund processing times may vary depending on your bank.

  

2.2 After Dispatch

Once an order has been dispatched, it can no longer be cancelled and will instead be handled in accordance with the return provisions below.

3. Return Eligibility

3.1 Items Eligible for Return

Subject to the conditions set out in this policy, we may accept returns for:

  • Unused teaware and accessories, provided that:
  • The items are unused,
  • Returned in their original condition, and
  • Include original packaging.
  • Items received damaged, defective, or incorrect, including teaware or packaged tea products.

3.2 Timeframes

  • Requests to return unused, eligible items must be submitted within 3 days of delivery.
  • Issues relating to damaged, defective, or incorrect items must be reported within 3 days of delivery.

Requests made outside these timeframes will not be accepted.

 

4. Items Not Eligible for Return

Unless required by applicable UAE law, we do not accept returns for:

  • Opened or used tea products,
  • Perishable goods,
  • Items damaged due to improper storage or handling after delivery,
  • Items returned without prior approval,
  • Items not returned in original condition or packaging.

 

5. How to Request a Return

To request a return, please contact us via email or our contact form and provide:

  • Your order number,
  • The item(s) concerned,
  • The reason for the return,
  • Clear photographs (required for damaged, defective, or incorrect items).

All return requests are subject to review and approval. Items returned without authorisation may be refused.

If approved, we will provide you with return instructions.

6. Return Shipping

Unless otherwise agreed:

  • Return shipping costs are the responsibility of the customer.
  • We recommend using a reliable, trackable shipping method.
  • Returned items remain your responsibility until received and inspected by us.

7. Refunds

Once a returned item has been received and inspected, we will notify you of the outcome.

If a refund is approved:

  • Refunds will be issued to the bank account of the buyer or to the original payment method.
  • Any applicable standard delivery charges will be refunded where required by law.
  • Refunds will be processed within 7 working days of return approval.

Refund processing times may vary depending on your bank or payment provider.

 

8. Missing or Incomplete Orders

If your order arrives with missing items, please notify us within 3 days of delivery by contacting us and providing:

  • Your order number.
  • Details of the missing item(s).
  • Photographs of the package and contents (where applicable).

Once verified, we will either:

  • Send the missing item(s) at no additional cost, or
  • Issue a refund for the missing item(s), if you prefer.

 

9. Gift Cards

Where digital gift cards are offered:

  • Gift cards are valid for 12 months from the date of purchase.
  • They are non-refundable, non-transferable, and have no cash value.
  • Only one gift card may be used per order unless stated otherwise.
  • Gift card balances are tracked electronically via the email address used at purchase.

 

10. Store Credit

Store credit may be issued at our discretion in cases such as approved returns, goodwill gestures, or order adjustments.

  • Store credit does not expire.
  • It is non-transferable and cannot be exchanged for cash.
  • It may be used alongside promotional codes unless otherwise stated.
  • Store credit can be applied to product and shipping costs.

 

11. Updates to This Policy

We may update this Cancellation, Refund & Return Policy from time to time. The version published on www.newbyteas.ae at the time of your order will apply to your purchase.