Refund policy

We want you to enjoy every cup. If something is not right, here is how returns and refunds work.

14-day returns

You have 14 days from the day you receive your order to request a return. To be eligible, tea and pantry items must be unopened, sealed and in their original packaging, and teaware must be unused and in its original packaging. This reflects the perishable nature of loose leaf tea: once a pouch is opened we cannot resell it.

To start a return, email matt@porterhill.co.uk with your order number and the items you would like to return. We will confirm the return and send instructions. Returns should be sent to: Porter Hill Tea Company, 14 Westgate, Byram Arcade, Huddersfield, HD1 1ND. Items returned without first contacting us cannot be accepted.

Return postage is paid by you unless the item is faulty, damaged or not what you ordered.

Damaged, faulty or incorrect items

Please check your order when it arrives. If anything is damaged, faulty or not what you ordered, email us within 14 days with a photo and your order number and we will send a replacement or refund straight away, including any return postage.

Exceptions

We cannot accept returns of opened tea, food or drink items, gift cards, or items bought in a sale unless they are faulty. Your statutory rights are not affected.

Exchanges

The quickest way to get the tea you want is to request a return for the original item and place a new order.

Refunds

Once we receive and check your return we will confirm your refund by email. Refunds are made to your original payment method within 10 working days. If more than 15 working days have passed since we approved your refund, please email matt@porterhill.co.uk.

Cancelling an order

If you need to cancel an order, email us as soon as possible. Orders are dispatched the same day when placed before 4pm on weekdays, so once an order has been dispatched it will need to be returned under the 14-day policy above.

Distance selling rights

Under UK consumer law you have the right to cancel an online order within 14 days of receiving it, for any reason, provided the goods are returned in the condition described above. Nothing in this policy affects your statutory rights.