Returns & Refunds

Returns Policy

Please read our returns policy carefully before placing your order.

Our General Policy

You have 14 days from receiving your order to change your mind, under the Consumer Contracts Regulations 2013. If the pouches are still sealed and untampered, email kai@chaibykai.com within those 14 days and return them at your own cost, and we will refund everything you paid for the returned items, plus your original delivery charge up to the cost of our cheapest delivery option, within 14 days of the goods being sent back. Once a pouch has been opened we cannot take it back, for food hygiene reasons. That is the only exception, and it does not affect your rights if something arrives damaged, faulty or not what you ordered.

We encourage you to read all product descriptions carefully before placing your order, and to use our Brewing Guide to ensure you're getting the most from your teas.

Cancellation form

You do not have to use this form. A plain email to kai@chaibykai.com saying you want to cancel is enough, and we will confirm we have received it. The form is here because the Consumer Contracts Regulations 2013 say we have to make it available to you.

Complete and return this form only if you wish to withdraw from the contract. To: Kai McKenzie, trading as Chai by Kai 2nd Floor, 3rd Office, 48 West George Street, Glasgow G2 1BP Email: kai@chaibykai.com I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*], Ordered on [*] / received on [*], Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date: [*] Delete as appropriate.

Your UK Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law. Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if goods are faulty, not as described, or unfit for purpose. These rights apply on top of everything above, and nothing we say here takes them away.

Faulty or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered, contact us with your order number and a photo of the issue. Tell us within 30 days and you can ask for a full refund. After 30 days you are still entitled to a repair or replacement and, if that is not possible, a refund or a price reduction, under the Consumer Rights Act 2015. We cover the cost either way. For higher value items, or where someone claims repeatedly, we may ask for the item back first, at our expense, before we refund.

Where to Send Returns

Do not send any returns to our business address. That address (48 West George Street, Glasgow) is a contact address only and does not accept parcels. Please do not post returns there: it cannot take parcels. If something does get sent there we will do our best to recover it, but we cannot promise to, so please check with us first. If a return is agreed, for example for a faulty or incorrect item, you must contact us first at kai@chaibykai.com. We will give you the correct returns address at that point, and only items sent to the address we provide will be accepted as returned.

Subscription Cancellations

Subscriptions can be cancelled at any time from your secure manage link, or by emailing kai@chaibykai.com. Your card is charged every 4 weeks from the day you subscribed, so cancel before your next payment date to avoid being billed again. That date is also the deadline for changing which teas are in your next box. If a box has already been dispatched, your 14 day right to change your mind still applies to it in the normal way: send the pouches back unopened and we will refund them.

How to Get in Touch

For any issues with your order, please visit our Contact page and fill in the form with your order details. We aim to respond to all enquiries within one business day and will always do our best to reach a fair resolution.

This policy was last updated in August 2026. For more information on your UK consumer rights, visit Citizens Advice.