Returns & Refunds

Our Returns Promise

You can return your purchase by post. However, before you do please email info@wildsteep.co.uk for confirmation. You must return your purchase within 30 days and enclose your proof of purchase, order or invoice details and reason for return. If you are returning a faulty or incorrect product you will not be responsible for paying the postage. However, you will be responsible for the cost to us of shipping on free delivery orders if you return an item that is not faulty.

Eligibility

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

For hygiene and food safety reasons, we cannot accept returns on opened or used tea products.

Partial Refunds

There are certain situations where only partial refunds are granted (if applicable):

• Any item with obvious signs of use
• Any item not in its original condition, that is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 30 days after delivery

EU Statutory Rights

If you are in the European Union, you are entitled to a statutory 14-day cooling-off period where you are not liable for shipping costs. We will notify you of your refund once we have received and processed the returned item. Your statutory rights will not be affected. If we have insufficient stock to deliver the goods ordered by you, any sum debited by us from your credit card or PayPal account will be re-credited to your account and we will notify you by email at the address given by you on your order form. The refund will be made as soon as possible and in any event within 30 days of your order.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, as soon as possible and in any event within 30 days of the refund notification.

Late or Missing Refunds

If you have not received a refund yet, first check your bank account again. Then contact your credit card company — it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at info@wildsteep.co.uk.

Sale Items

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, send us an email at info@wildsteep.co.uk and we will arrange the exchange.

Return Shipping

To return your product, you should mail it to the return address provided with your dispatch confirmation.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. This does not apply if you are in the European Union where you are entitled to a statutory 14-day cooling-off period and are not liable for shipping costs.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £40, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Need Help?

If you have any questions about returning an order, drop us a line and we will sort it out.