Refund policy
Thank you for shopping with Tī Ani – Wild & Organic Tea.
We want you to be happy with your order. If something is wrong, damaged, faulty, or not what you ordered, please contact us as soon as possible so we can help.
This policy applies alongside your rights under New Zealand consumer law, including the Consumer Guarantees Act.
Change-of-Mind Returns
We offer a 14-day change-of-mind return period for eligible items.
To request a return, you must contact us within 14 days of receiving your order.
To be eligible for a change-of-mind return, the item must be:
- unused
- unopened
- in its original packaging
- in the same condition you received it
- accompanied by proof of purchase
For health, hygiene, and food safety reasons, we cannot accept change-of-mind returns on opened tea, herbal products, food items, or products where the seal or packaging has been opened.
How to Request a Return
To start a return, please email us at:
Please include:
- your order number
- your name
- the item you would like to return
- the reason for the return
- photos, if the item is damaged, faulty, or incorrect
Please do not send items back to us without contacting us first. Items returned without approval may not be accepted.
Return Shipping
For change-of-mind returns, the customer is responsible for return shipping costs.
We recommend using a tracked courier service, as we cannot refund items that do not arrive back to us.
If the item is faulty, damaged, or incorrect, we will work with you to make it right. This may include a replacement, refund, or other suitable remedy depending on the situation.
Damaged, Faulty, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, faulty, or not what you ordered, please contact us as soon as possible at annette@tiani.co.nz with your order number and photos of the issue.
We will review the situation and work with you to resolve it.
Under New Zealand consumer law, if a product has a problem, customers may be entitled to a repair, replacement, or refund depending on the issue.
Non-Returnable Items
For change-of-mind returns, we do not accept returns on:
- opened tea or herbal products
- opened food products
- products with broken seals or opened packaging
- gift cards
- digital products or downloadable items
- custom, special-order, or personalised products
- final sale or clearance items, unless faulty
This does not limit your rights under New Zealand consumer law if an item is faulty, damaged, incorrectly supplied, or not of acceptable quality.
Sale Items
Sale, clearance, or final sale items cannot be returned for change of mind.
However, if a sale item is faulty, damaged, or not as described, we will meet our obligations under New Zealand consumer law.
Exchanges
We do not offer automatic exchanges.
The fastest way to get a different item is to request a return for the original item, and once the return is approved, place a new order for the item you would like.
Refunds
Once we receive and inspect your return, we will let you know whether the refund has been approved.
If approved, the refund will be processed back to your original payment method.
Please allow time for your bank, credit card provider, or payment provider to process the refund.
Original shipping fees are non-refundable for change-of-mind returns.
Cancelled Orders
If we need to cancel your order before dispatch, we will issue a refund to your original payment method.
This may happen if:
- an item is out of stock
- there has been a pricing or stock error
- we are unable to ship the product to your delivery location
- customs, biosecurity, export, or plant material restrictions apply
- we are not comfortable sending a native, wild-harvested, seed-bearing, or restricted plant product internationally
Contact Us
For any return or refund questions, please contact: