Last updated: June 2026
We want every order to be one you're happy with — and this policy explains exactly where you stand if it isn't.
Our satisfaction promise
We choose our teas carefully and we stand behind every one. If your order arrives faulty, damaged or incorrect — or you've simply changed your mind about an unopened tin — talk to us and we'll make it right.
Change of mind
Changed your mind? You're welcome to return unopened, sealed product within 30 days of receiving your order for a refund or exchange.
To qualify, items should be unused, sealed and in their original packaging. For change-of-mind returns, the cost of return postage is yours.
Faulty, damaged or incorrect items
If your tea arrives damaged, faulty, or we've sent the wrong item, we'll replace it or refund it — your choice. This applies even if the seal has been opened, because the issue is on us, not you.
Nothing in this policy takes away the guarantees you're entitled to under the Australian Consumer Law. Those consumer guarantees apply and are not excluded; where a product has a major failure, you're entitled to a replacement or refund.
How to start a return
Contact us via our contact form with:
- Your order number;
- Which item(s) you'd like to return, and whether you'd prefer a refund or replacement;
- For damaged or faulty items, a quick photo or two so we can see what's happened and help faster.
We'll reply with the next steps, including a return address where one is needed. Please wait to hear from us before sending anything back.
Who pays return postage
- Faulty, damaged or incorrect items: we cover return postage (or arrange a replacement without a return where that's simpler).
- Change of mind: return postage is at your own cost.
Refund method & timing
Approved refunds are issued back to your original payment method. Once we've received and checked your return (or confirmed a faulty item), please allow 5–10 business days for the refund to appear, depending on your bank or card provider.
Discovery Set
The Discovery Set is designed to help you find your favourite, and we credit its cost back on your next full order. Because that credit is part of how the set works, the Discovery Set is returnable only if it arrives faulty or damaged. If anything's wrong with yours, get in touch and we'll look after it.
Need a hand?
We're happy to help. Use our contact form or message us on Instagram @otanorganictea. You may also want our shipping information.