Refund & Resolution Policy

(PineCha – Tea & Teaware)

1. Overview

At PineCha, we aim to ensure every customer has a smooth and fair shopping experience.

Due to the nature of tea and international shipping, our refund policy is designed to balance product integrity and customer protection.

2. Tea Products (Consumable Goods)

Tea is a natural, consumable product.

For hygiene and quality reasons:

• Opened tea products cannot be returned or refunded
• Unopened tea may be returned within 14 days of delivery
• Return requests must be made before sending items back

We reserve the right to refuse returns that do not meet these conditions.

3. Teaware & Accessories

Non-consumable items (such as cups, teapots, and tools):

• Eligible for return within 14 days of delivery
• Must be unused and in original packaging
• Customer is responsible for return shipping unless item is defective

4. Shipping Issues

We provide full protection for:

• Lost packages (confirmed by carrier tracking)
• Items damaged in transit
• Incorrect items shipped

In these cases, customers may choose:

• Replacement
• Full refund
• Store credit (preferred option when possible)

5. Customer Dissatisfaction

We do not offer refunds for:

• Change of mind
• Taste preference
• Incorrect product selection after delivery
• Minor subjective dissatisfaction (e.g. flavor expectations)

However, we encourage customers to contact us first so we can find a fair solution.

6. Dispute Resolution Policy (IMPORTANT)

Before opening a PayPal or credit card dispute, customers agree to contact us first:

📧 [email protected]

We usually respond within 24–48 hours.

Most issues are resolved without involving payment providers.

7. Resolution Hierarchy (Internal Handling Priority)

When a problem occurs, we handle it in the following order:

1. Replacement (preferred)
2. Partial refund
3. Full refund (only when necessary)
4. Store credit + bonus item (when appropriate)

8. Chargebacks & Fraud Prevention

We actively monitor:

• Fraudulent claims
• Excessive chargebacks
• Abuse of refund policies

We reserve the right to refuse future orders in cases of abuse.

9. Contact

For all refund or order issues:

📧 [email protected]