Widerrufsrecht

Returns & Refund Policy

Last updated: August 2026

At Chadao, we accept returns within 90 days of delivery. This policy explains your return and refund rights, including your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. 90-Day Returns

You may request a return within 90 days of delivery.

To be eligible for a return, items must be unused, undamaged, complete, and returned in their original packaging.

For tea and other consumable products, returns are accepted only if the product is unopened and sealed, unless the item is faulty, damaged, incorrect, or not as described.

2. Your Legal Right to Cancel

If you are a UK consumer, you have the legal right to cancel your online order within 14 days after the day you receive your goods, without giving any reason.

To cancel your order, email hello@chadao.co.uk with your order number and a clear statement that you wish to cancel.

After you tell us that you wish to cancel, you have a further 14 days to send the goods back to us.

3. Return Shipping Costs

Unless the item is faulty, damaged, incorrect, or not as described, you are responsible for return shipping costs.

If we provide a prepaid return label, a £2.00 return label fee will be deducted from your refund. You may also choose to arrange and pay for your own return shipping.

We recommend using a tracked service and keeping proof of postage, as you are responsible for the goods until they are received by us.

4. Refunds

Once we receive and check your return, we will refund the price paid for the returned item using your original payment method.

For returns made under our 90-day returns policy after the legal 14-day cancellation period, original delivery charges are not refunded unless the item is faulty, damaged, incorrect, or not as described.

If you cancel within your legal 14-day cancellation period, we will refund the price paid for the returned goods and any standard delivery charge paid for the original order, where applicable. We do not refund extra delivery costs if you chose a premium or express delivery option instead of our standard delivery option.

Refunds will be processed within 14 days after we receive the returned goods, or within 14 days after you provide evidence that you have sent them back, if earlier.

5. Condition of Returned Goods

Returned goods must be sent back with reasonable care.

For returns within the legal 14-day cancellation period, you may inspect the goods as you would in a shop. If the goods have been handled more than necessary and this has reduced their value, we may reduce your refund to reflect that loss in value.

For returns after the legal 14-day cancellation period, we may refuse the return if the goods are not unused, undamaged, complete, and in their original packaging.

6. Items That Cannot Be Returned

Unless they are faulty, damaged, incorrect, or not as described, the following items cannot be returned:

tea or other consumable products that have been opened or unsealed;
goods that are liable to deteriorate or expire rapidly;
sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed;
custom or personalised goods made to your specifications;
digital products or downloadable content after supply has begun, where you agreed to lose your cancellation right.

If a product is non-returnable, we will make this clear before purchase where required by law.

7. Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged on arrival, incorrect, or not as described, contact us at hello@chadao.co.uk as soon as possible with your order number and, where helpful, photographs of the issue.

Where goods are faulty, damaged, incorrect, or not as described, we will provide the remedy required by law. This may include a replacement, repair, full refund, or price reduction, depending on the circumstances and timing.

For faulty, damaged, incorrect, or not-as-described goods, we will cover the reasonable cost of return shipping.

Nothing in this policy limits your legal rights under the Consumer Rights Act 2015.

8. How to Return an Item

Email hello@chadao.co.uk with your order number and reason for return.
We will confirm the return instructions and provide the return address.
Pack the item securely.
Send the item back using a tracked service, or use our prepaid return label if provided.
Once received and checked, we will process any refund due within 14 days.