Refund and Returns Policy

1. Your Rights Under Australian Consumer Law

At SHIANPIINTEA, three generations of craftsmanship stand behind every leaf we send to Australia. This policy follows the Australian Consumer Law (ACL), and nothing in it limits your rights under that law.

If an item is faulty, damaged in transit, not as described, or the wrong item, you are entitled to a repair, replacement or refund. For a major failure, you can choose a full refund or a replacement. For a minor failure, we will first repair or replace the item free of charge. These rights do not depend on a return window or on whether the pack has been opened, and we cover return shipping for these claims.

2. Faulty, Damaged or Incorrect Items

Contact us within 7 days of delivery with photos if the outer packaging is damaged, you received the wrong item, or the tea has a genuine quality problem such as mould or foreign matter. Once confirmed, we will offer a refund, replacement or reshipment at no cost to you, including return shipping. Claims made after 7 days are still assessed under the ACL.

3. Change of Mind Returns

Tea is a food product, so we accept change-of-mind returns only for unopened items, in these conditions:

• Contact us within 14 days of delivery, and send the item back within 30 days of delivery.
• The tea must be unopened, in its original sealed packaging, and as new, with your order number or proof of purchase.
• Sale and clearance items are not eligible.
• You pay the return postage (and original shipping, unless free shipping applied).
• After we confirm the return, we will refund the original payment method, or offer an exchange or store credit if you prefer.

Once a pack is opened, we cannot accept it for change of mind. If you find a fault, damage or the wrong item after opening, Section 1 still protects you.

4. Refund Method and Timing

Refunds go back to your original payment method. We process the refund within 3 business days of receiving and checking the returned item, and funds usually appear within 5 to 10 business days, depending on your bank.

5. When We Cannot Accept a Return

For change of mind, we cannot accept opened or used tea, sale, clearance or free-gift items, returns outside the time limits above, or damage that was not caused by a fault in the product. This does not affect your rights under Section 1.

6. How to Request a Return

Email us at shianpiinaus@gmail.com with your order number, the product name, and the reason for the return. For faulty, damaged or wrong items, please attach photos. Please wait for our return approval before posting anything back, and pack the item securely in its original packaging.