Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@hiddenbrews.com. Please note that returns will need to be sent to our fulfillment center in China 

If your return is accepted, we’ll send you an instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@hiddenbrews.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@hiddenbrews.com.

Return & Refund Policy

Thank you for shopping with 隐庐居 Hidden Brews Teahouse. We take great pride in the quality and craftsmanship of our products. If you are not entirely satisfied with your purchase, we are here to help.

1. Return Window

You have 30 calendar days to return an item from the date you received it. To be eligible for a return, please contact our customer service team at info@hiddenbrews.com to initiate the process.

2. Return Shipping Costs

Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

3. Eligibility & Item Condition

To ensure a successful refund, the returned item must be:

  • Unused and in the same condition that you received it.
  • In its original packaging, including all certificates of authenticity, gift boxes, and any accessories included in the original shipment.
  • Free from any signs of wear, tea stains, or seasoning.

4. Non-Returnable Items

Please note that the following items cannot be returned:

  • Consumables: For health and safety reasons, all tea leaves and consumable products are final sale.
  • Final Sale Items: Items marked as "Final Sale" or specifically discounted items (as noted on the product page at the time of purchase) are not eligible for returns.

5. Damaged Items (Shipping Claims)

Zisha clay is fragile. If your item arrives damaged due to transportation, please:

  1. Immediately take clear photos of the damaged item and the packaging.
  2. Contact our customer service team within 48 hours of delivery. We will prioritize a replacement or a full refund for verified shipping damages.

6. Processing & Refunds

  • Request Review: Once you submit a return request, we will review it and respond within 2 business days.
  • Refund Issuance: After your return shipment is confirmed and received/inspected by our team, we will process your refund.
  • Credit: The refund will automatically be applied to your original method of payment. Please allow a few business days for your bank or credit card company to process the transaction.

Contact Us

If you have any questions on how to return your item to us, please reach out to: