Returns & Refund Policy

Last Updated: June 2026

At Puerteaco, we are committed to providing high-quality tea products and a satisfying customer experience. If you are not completely satisfied with your purchase, please review our Returns & Refund Policy below.

## 1. Return Eligibility

To be eligible for a return, the following conditions must be met:

- The return request must be submitted within 14 days of delivery.
- The item must be unused, unopened, and in its original condition.
- The item must be returned in its original packaging.
- Proof of purchase or order confirmation must be provided.

For food safety and quality reasons, opened, consumed, or partially used tea products are generally not eligible for return unless the item arrived damaged, defective, or incorrect.

## 2. Non-Returnable Items

The following items are not eligible for return:

- Opened tea products
- Consumed or partially consumed products
- Products damaged through misuse or improper storage
- Gift cards
- Clearance or final sale items (if applicable)
- Customized or special-order products

## 3. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

- Your order number
- Clear photos of the product
- Photos of the packaging
- A description of the issue

Upon review, we may offer an appropriate solution, including a replacement, store credit, or refund.

## 4. Return Process

To request a return, please contact us at:

Email: cxycxy1999@outlook.com

Please include:

- Your order number
- The item(s) you wish to return
- The reason for the return

If your return is approved, we will provide return instructions.

Items returned without prior authorization may not be accepted.

## 5. Return Shipping Costs

Unless the return is due to our error, customers are responsible for return shipping costs.

Original shipping charges are generally non-refundable unless otherwise required by applicable law.

We recommend using a trackable shipping service when returning items, as we cannot guarantee receipt of returned packages.

## 6. Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If approved, refunds will be issued to the original payment method used for the purchase.

Refund processing times may vary depending on your payment provider, bank, or card issuer.

Typically, approved refunds are processed within 5–10 business days after approval.

## 7. Partial Refunds

In certain situations, partial refunds may be granted, including:

- Items not returned in original condition
- Products damaged for reasons not caused by us
- Returns received outside the approved return window
- Missing original packaging or accessories

Any approved partial refund amount will be determined after inspection.

## 8. Order Cancellations

Orders may be canceled before they enter processing or shipment.

If you wish to cancel an order, please contact us as soon as possible.

Once an order has been processed or shipped, cancellation may no longer be possible.

## 9. Lost Packages

If your package is lost during transit, please contact us promptly.

We will work with the shipping carrier to investigate the shipment and determine an appropriate resolution based on the carrier's findings.

## 10. Exchanges

We currently do not guarantee direct exchanges.

If you would like a different product, we recommend contacting us for assistance regarding available options.

## 11. Contact Us

If you have any questions regarding returns, refunds, or damaged products, please contact us:

Puerteaco  
Email: cxycxy1999@outlook.com