Last updated: August 2026
This Cancellation & Refund Policy explains your rights when purchasing merchandise from Tea with Nan (“we”, “us”, “our”).
Nothing in this policy affects your statutory rights under UK consumer law.
1. Cancelling an Order Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
Email: [insert customer service email]
If your order has not yet been processed or dispatched, we will normally be able to cancel it and issue a refund.
If the order has already been dispatched, you may need to return it in accordance with the returns procedure below.
2. Your Right to Change Your Mind
If you are a UK consumer purchasing online, you normally have the right to cancel your purchase without giving a reason.
For most products, you have 14 days from the day you receive your order to tell us that you wish to cancel.
If your order contains multiple items delivered separately, the cancellation period generally runs from the day you receive the final item covered by that order.
Once you have notified us that you wish to cancel, you then normally have a further 14 days to return the goods to us.
To exercise your right to cancel, contact us clearly stating that you wish to cancel your order.
Please include:
- your name;
- order number;
- email address used for the order; and
- details of the item or items you wish to return.
You do not need to provide a reason for cancelling.
3. Returning an Item
After notifying us of your cancellation, please return the item to:
Tea with Nan Returns
[insert returns address]
Unless the item is faulty, damaged, incorrect or otherwise not as described, you will normally be responsible for the cost of returning it.
We recommend using a tracked or recorded delivery service and retaining proof of postage until your refund has been completed.
You are responsible for taking reasonable care of returned goods while they are in your possession.
4. Condition of Returned Products
You may inspect an item in the same way you reasonably would in a physical shop.
However, if you handle or use the item beyond what is necessary to establish its nature, characteristics and functioning, we may be entitled to reduce your refund to reflect any reduction in its value.
For example, clothing may normally be tried on, but should not be:
- worn for an extended period;
- washed;
- damaged;
- stained;
- altered; or
- returned in a condition that makes it unsuitable for resale.
Where reasonably possible, please return products with their original packaging, labels and tags.
5. Products That Cannot Normally Be Returned Because You Changed Your Mind
Certain products may be excluded from the statutory cancellation right.
This can include:
- products made to your specifications;
- clearly personalised merchandise;
- certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed; and
- other products specifically excluded from cancellation rights under applicable law.
If a product is personalised or made specifically for you, this will normally be made clear on the relevant product page before purchase.
This exclusion does not affect your rights if the product is faulty, damaged, incorrectly supplied or not as described.
6. Refunds Following a Change-of-Mind Cancellation
Where you validly cancel an order, we will refund:
- the price you paid for the returned product; and
- the cost of our standard delivery option where required by law.
If you selected a more expensive delivery method, such as express or premium delivery, we are not normally required to refund the additional amount above the cost of our standard delivery service.
We may withhold your refund until:
- we have received the returned goods; or
- you provide evidence that you have returned them,
whichever occurs first.
Refunds will normally be processed within 14 days of that point.
Refunds will normally be made using the same payment method used for the original purchase unless you expressly agree otherwise.
7. Faulty, Damaged or Incorrect Products
Your legal rights for faulty products are separate from your right to change your mind.
Products supplied by us must be:
- of satisfactory quality;
- fit for purpose; and
- as described.
Under the Consumer Rights Act 2015, consumers generally have a short-term right to reject faulty goods within 30 days and request a refund.
If you receive a faulty, damaged or incorrect item, please contact us as soon as possible.
Please provide:
- your order number;
- details of the problem; and
- photographs of the item and packaging where useful.
Depending on the circumstances and your legal rights, we may offer:
- a replacement;
- a repair;
- a full refund; or
- an appropriate partial refund.
Where an item is genuinely faulty, damaged, misdescribed or incorrectly supplied, we will not require you to bear reasonable return costs where the law requires us to cover them.
8. Faults Discovered After 30 Days
If a fault develops after the initial 30-day period, you may still have rights under the Consumer Rights Act 2015.
Depending on the circumstances, you may be entitled to a repair or replacement and, where the problem cannot be resolved appropriately, potentially a price reduction or refund.
Nothing in this policy limits these statutory rights.
9. Incorrect Size or Fit
If you order the wrong size or decide that an item does not fit as expected, this will normally be treated as a change-of-mind return rather than a faulty-product return.
You may return eligible items in accordance with the 14-day cancellation provisions above.
Customers are encouraged to check any available size guide before ordering.
10. Exchanges
We do not currently guarantee direct exchanges.
If you would like a different size, colour or product, the simplest approach may be to return the original eligible item for a refund and place a new order.
Where we choose to offer an exchange as a goodwill option, this does not affect your statutory rights.
11. Sale and Promotional Products
Your statutory rights apply equally to products purchased in a sale or promotion.
Sale items may therefore still be returned under the applicable online cancellation rules unless a lawful exception applies.
Faulty sale products also remain subject to your statutory consumer rights.
12. Gifts
If an item was purchased as a gift, refunds will normally be issued to the original payment method used by the purchaser.
We may offer alternative arrangements at our discretion, but we are not obliged to provide cash refunds to someone who did not make the original purchase.
13. Lost Returns
We recommend retaining proof of postage when returning an item.
We cannot normally process a return that we have not received unless you can provide appropriate evidence that the item was sent back.
Where a return is lost by a delivery provider, any rights you may have against that provider will depend on the service used and the circumstances.
14. Refused or Undeliverable Orders
If an order is returned to us because:
- an incorrect address was supplied;
- delivery was repeatedly unsuccessful;
- the parcel was not collected; or
- delivery was refused,
we may refund the product price once the item is returned to us.
Where permitted by law, original delivery charges and any reasonable additional costs caused by the failed delivery may not be refundable.
This does not apply where the failure was caused by us or our delivery provider.
15. Refund Processing Times
Once a refund has been processed by us, it may take additional time for your bank, card provider or payment processor to display the funds in your account.
These processing times are outside our direct control.
If you have received confirmation that we have issued a refund but it has not appeared within a reasonable period, please contact your payment provider first and then contact us if necessary.
16. International Returns
Customers outside the UK may have additional or different consumer rights depending on their country of residence.
Unless otherwise required by applicable law, customers returning non-faulty products from outside the UK are responsible for:
- return shipping costs;
- appropriate packaging; and
- any documentation required for international returns.
Please clearly mark returned parcels as returned goods where appropriate to help avoid unnecessary customs charges.
Any customs duties or taxes originally paid to local authorities may need to be reclaimed directly from the relevant authority.
17. Contact Us
For cancellations, returns, refunds or questions about an order, please contact:
Tea with Nan
Email: [insert email]
Returns Address: [insert returns address]
Please include your order number wherever possible.