I haven’t received my parcel yet (or have received it but haven’t opened it), can I return or exchange it?
We want you to be satisfied with the products you purchase from us.
However, if for some reason you change your mind and don’t want the product you have ordered (regardless of whether the order is in the “not shipped”, “shipping”, or “received” status), we can offer you a return or exchange service if the product is still unopened and undamaged. You need to send an email to admin@heychina.com.au within 30 days of purchase (7 days for green tea) and send the goods to the following address:
P.O. Box 88, Chirnside Park, VIC 3116
Once we receive the returned parcel and confirm that it is unopened and undamaged, we will refund or resend you the desired replacement product as soon as possible. The refund period is generally between 3 to 10 business days.
Please note that you are responsible for the postage costs when returning the goods to us (if you have already received the parcel or AusPost can no longer cancel the shipment); if you choose to replace the product with another one, you will also need to pay the additional shipping costs for the second shipment (if your initial order was sent out).
I have received the parcel and already opened it (or have tasted the tea), can I still return or exchange it?
Sorry, for opened packages of teas, due to quality and hygiene considerations, we can no longer sell them to other customers, so we cannot offer you a return or exchange in this situation. To avoid this situation, we highly recommend that you purchase a sample for tasting when buying higher-value teas, and after confirming that the taste suits you, you can buy more of the same tea.
I have received the parcel but found that the goods are damaged, what should I do?
We are very sorry if you have encountered this situation. Please take photos of the damaged or problematic areas and email them to admin@heychina.com.au, and we will help you as soon as possible.
