Returns and complaints

These rules apply to orders placed in the zentea.shop online store by consumers and by sole traders buying goods unrelated to their professional activity. The contract is governed by Polish law.

Right of withdrawal

Under Article 27 of the Polish Consumer Rights Act of 30 May 2014 you may withdraw from a distance contract within 14 days of taking possession of the goods, without giving a reason.

Send your statement to zentea.gdansk@gmail.com or by post to Zen Tea, aleja Grunwaldzka 69, 80-241 Gdańsk, Poland. Sending it before the deadline is enough to meet it. You may use the statutory model withdrawal form, but you are not required to.

When the right of withdrawal does not apply

Tea is a foodstuff and we weigh it to order. Much of our range therefore falls under the exceptions set out in Article 38(1) of the Consumer Rights Act. The right of withdrawal does not apply to contracts:

for non-prefabricated goods made to the consumer’s specification or clearly personalised (Art. 38(1)(3)) — this covers tea weighed out in the amount chosen by the buyer at checkout;
for goods liable to deteriorate or expire rapidly (Art. 38(1)(4));
for sealed goods which are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery (Art. 38(1)(5));
for goods which, by their nature, become inseparably mixed with other items after delivery (Art. 38(1)(6)).

In practice this means we cannot take back loose tea weighed to order, or any food product whose packaging has been opened. This follows from food regulations rather than from our own policy.

Teaware and accessories

Teapots, gaiwans, cups, trays, tea pets and sets are covered by the right of withdrawal on general terms. Please return them unchanged, with the packaging if you still have it. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Costs

The direct cost of returning the goods is borne by the buyer. We refund the payment received together with delivery costs up to the amount of the cheapest standard delivery option we offer.

Refunds are made within 14 days of receiving the withdrawal statement, using the same payment method, unless you agree otherwise. We may withhold the refund until we receive the goods or proof of their return, whichever comes first.

Goods not in conformity with the contract

Separately from the right of withdrawal, we are liable for conformity of the goods with the contract for two years from delivery. If a parcel arrives damaged, incomplete or containing something other than what you ordered, write to us — we settle those cases without forms.

This also applies to tea. The exclusions described above do not limit our liability for defects or for goods that do not match their description.

Complaints and disputes

We handle complaints within 14 days. Consumers may use out-of-court complaint and redress mechanisms, including the online dispute resolution platform at ec.europa.eu/consumers/odr, and the assistance of a local consumer ombudsman in Poland.

Seller

Eldar Kurseitov, aleja Grunwaldzka 69, 80-241 Gdańsk, Poland. VAT ID (NIP) 5842794144.
Contact: zentea.gdansk@gmail.com, phone +48 799 059 486.