IXG LTD values the customer shopping experience and is committed to providing clear and reasonable return and refund services to our UK customers. This policy applies to Chinese tea products purchased via the IXG LTD website, including green tea, black tea, oolong tea, jasmine tea, and other traditional tea varieties.
- Return Request Period
For online orders subject to applicable UK consumer protection laws, consumers may generally notify us of their decision to cancel the order within 14 days of receipt without providing a reason. Following such notification, consumers are generally required to return the relevant goods within the subsequent 14 days.
Specific rights of cancellation and any exceptions thereto are governed by applicable law and the nature of the goods.
If the tea you receive has quality issues, does not match your order, arrives with damaged packaging, or presents other problems, please contact us as soon as possible so we can verify the situation and provide appropriate assistance. The handling of such product issues is not subject to the standard return request timeframes mentioned in this policy, and the consumer’s statutory rights remain unaffected.
- Eligible Circumstances for Returns
You may submit a request for a return or refund based on specific circumstances and applicable laws, including:
The product received does not match the order.
The product was damaged during transit.
The product has quality issues or differs substantially from the website description.
A cancellation request is submitted within the applicable statutory cancellation period, and the item is not subject to legal exceptions regarding the right of cancellation.
Other circumstances compliant with this website’s policy or applicable laws.
To facilitate the verification of your request, please provide your order number, a description of the issue, and necessary photographs or other relevant proof.
- Returns for Opened Tea Products
Tea is a food product. We assess return requests based on the product’s seal status, food safety and hygiene requirements, the specific nature of the goods, and applicable laws.
Unopened products: Applications may be submitted if the product meets applicable cancellation or return criteria.
Opened products: If the product is a sealed item unsuitable for return due to health protection or hygiene reasons and has been unsealed after delivery, the statutory right of cancellation may no longer apply. Applicability of this exception is determined based on the actual nature of the product and the condition of its packaging. Products with quality issues: Even if the product has been opened, please contact us promptly if you discover quality issues, discrepancies with the product description, or other problems. We will handle the matter based on the specific circumstances and applicable laws.
Not all tea products automatically lose their eligibility for return upon opening. Any restrictions on returns are subject to applicable laws and do not affect the statutory rights consumers enjoy regarding product quality and other legal entitlements.
- Return Application Process
To request a return or refund, please follow these steps:
Step 1: Contact us
Send an email to support@ixgtea.shop stating the reason for the return or refund and providing your order number.
Step 2: Await confirmation of the request
We will verify the order details, the condition of the product, and the reason for the request, and inform you of the next steps.
Step 3: Obtain the return address
If the product needs to be returned, please contact us first to confirm the specific return address and shipping requirements. Do not send the product directly to the company’s registered address or any other unconfirmed address without first confirming the return arrangements.
Step 4: Return the product and retain proof
Where applicable, please return the product according to the confirmed arrangements and keep the shipping documents and tracking information for future reference.
- Return Address
To ensure the return package is received correctly, please contact IXG LTD to obtain and confirm the specific return address before shipping the product.
Return contact email: support@ixgtea.shop
Contact number: +44 7985 435974
Company registered address: 167-169 Great Portland Street, London, England, W1W 5PF
Please note that the company’s registered address is not necessarily the actual address for receiving returns. Be sure to confirm the applicable return address via email or phone before returning the product.
- Who bears the return shipping costs?
Return shipping costs are determined based on the reason for the return and applicable laws. Returns due to product quality issues or incorrect items:
If, upon verification, the issue is attributed to a product defect, a discrepancy between the product and the order, or other circumstances for which we are responsible, we will bear reasonable return costs or provide appropriate return arrangements in accordance with applicable policies and laws.
Returns for personal reasons:
For items eligible for statutory cancellation rights or our voluntary return policy, if the return is not due to product quality issues, the customer may be required to bear the direct cost of return shipping, provided we have fulfilled our obligation to inform the customer about return costs as required by applicable law.
Special circumstances:
If applicable law requires us to bear return costs, or if the order meets other conditions requiring us to cover such costs, we will handle the matter in accordance with relevant regulations.
- Refund processing time
Once a return request is confirmed, we will arrange the refund in accordance with applicable laws and our refund policy.
For refunds related to statutory cancellation rights for distance purchases, the refund will generally be processed within 14 days of our receipt of the returned goods or proof of shipment; where permitted by law, we may withhold the refund until we receive the goods or proof of shipment.
Refunds are typically issued to the customer’s original payment method, unless the customer explicitly agrees to an alternative method. The actual time it takes for funds to appear in the account may depend on the processing speed of the bank, card issuer, or payment service provider.
For verified quality issues, duplicate charges, or other refund scenarios, we will handle the matter in accordance with applicable laws and the specific circumstances.
- Refund amount and delivery costs
For orders eligible for statutory cancellation rights, the refund amount and the handling of original delivery costs will be determined in accordance with applicable UK law.
If the customer selected a delivery method more expensive than our standard low-cost option, the refundability of the additional delivery cost will be determined in accordance with applicable law.
If a refund is issued due to product quality issues, incorrect items, or other reasons for which we are responsible, we will handle the costs of the goods and delivery in accordance with applicable laws and the specific circumstances.
9. Situations Not Eligible for Return
To the extent permitted by applicable law, the following situations may not qualify for standard returns or cancellations:
Items that are unsuitable for return due to health protection or hygiene reasons and fall under statutory exceptions regarding unsealed goods.
Items that are perishable or have a short shelf life and are exempt from standard cancellation rights under the law.
Items damaged due to improper storage, use, or handling by the customer, where the damage is not due to an inherent product defect.
Return requests that do not meet applicable policy conditions, where no other statutory right to return or refund exists.
The above provisions do not exclude statutory rights consumers enjoy regarding product quality, conformity with description, or other legal entitlements. We will assess eligibility based on the specific nature of the product, the cause of the issue, and applicable laws.
- Order Cancellation
If you wish to cancel your order before it is shipped, please contact us as soon as possible at support@ixgtea.shop. If the order has not yet entered the shipping process, we will assist you based on the specific circumstances.
If the order has already been shipped, you may still submit a request for cancellation or return in accordance with applicable laws and the nature of the product. Items exempt from standard cancellation rights under the law will be handled in compliance with relevant regulations.
- Product Issues and Customer Support
If you have any questions regarding the tea products you received—such as damaged packaging, product discrepancies, quality issues, or refund status inquiries—please contact us via:
Email: support@ixgtea.shop
Phone: +44 7985 435974
To help us verify the issue quickly, please provide your order number, a description of the problem, and relevant photos or other supporting evidence when contacting us.
- Policy Updates
IXG LTD may update this Return and Refund Policy in response to changes in business operations, product characteristics, or applicable laws. Updated terms will be published on the website.
No policy update will retroactively limit statutory rights already acquired by consumers where prohibited by law.
Thank you for choosing IXG LTD. We are committed to providing a clear and reasonable process for handling returns and refunds.