We would be delighted to assist you with a return, refund or product exchange. Kindly go through the terms and conditions below.
Overview
At The Tea Republic, we strive to provide exceptional customer service and the perfect shopping experience with each and every order.
If, for any reason, you are not completely satisfied with your order, you may request for a refund with returning your purchase or exchange any items in new and unused condition with original packaging intact.
Returns & Exchanges
We will require you to return the products to us in its original condition and packaging within 30 days of purchase and we will give you a full refund or product exchange of the item’s cost excluding postage costs.
1. Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
2. 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.
3. Goods exempt from being returned are:
- Gift cards/vouchers
- Downloadable software products
- Broken glass/ceramic items via postal/courier service.
- Sale items
- Customised items
4. To complete your return, deliver the items to :
The Tea Republic Sdn Bhd
S-13A-10, Level 13A, Wisma YNH – Kiara 163, No.8 Jalan Kiara, Mont Kiara, 50480 Kuala Lumpur, Malaysia.
Tel : +6 03 2300 4933
Office Hours : 10am – 6pm Monday-Friday. We are closed on weekends and public holidays.
Once out for delivery, do email us at info@ttr.com.my with :
- Your Order Number
- Package tracking number /delivery method
- Your preference for refund or product exchange.
Shipping returns
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.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance to guarantee that we will receive your returned item.
Damaged Goods
Have you received a damaged product due to poor delivery? We are always devastated to learn of anyone receiving damaged goods. You are eligible for a refund or product exchange upon meeting the following requirements :
- Contact us via email within 24 hours of receiving the damaged goods. We are unable to offer refunds or exchanges for damaged products for notifications received outside of this 24 hour timeframe.
- Email the following proof of damage to info@ttr.com.my for investigation.
- Unboxing video / Photos of damaged outer packaging
- Photos / Video of damaged product
We will contact you within 1 working day upon receiving your email to discuss your available options moving forward.
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 or exchange.
If you are approved, then your refund or exchange will be processed within 7 working days.
Sale items
Only regular priced items may be refunded or exchanged. Sale items cannot be refunded or exchanged.
Customised items
Any customised product is not eligible for a refund or exchange unless it is received in a damaged condition. ( see criteria above for Damaged Goods )
Need more help?
Contact us for questions related to refunds and returns.