Terms & Conditions
Last updated: August 2026
1. Who You Are Buying From
Chai by Kai is a loose leaf tea retailer based in Glasgow, Scotland. Chai by Kai is a trading name of Kai McKenzie, trading as a sole trader. Address for correspondence and service of documents: Chai by Kai, 2nd Floor, 3rd Office, 48 West George Street, Glasgow G2 1BP. This is a correspondence address only, not a returns or delivery address. Contact us at kai@chaibykai.com. By using our website or placing an order you agree to these terms.
2. Orders & Prices
All prices are in GBP. If we cannot fulfil your order, for example because we have run out of a tea, we will tell you as soon as we can and refund you in full.
3. Payments
Payments are processed securely by Stripe. We accept Visa, Mastercard, and American Express. Your card is charged at the time of order. We never store your full card details.
4. Delivery
We aim to dispatch orders within 2 to 3 business days via Royal Mail, and delivery normally takes another 3 to 5 business days. Free delivery on orders over £30. Unless we agree something else with you, we will always deliver within 30 days of your order. If Royal Mail loses or delays your parcel that is ours to fix, not yours: contact us and we will replace it or refund you. Your rights under section 28 of the Consumer Rights Act 2015 are not affected.
5. Your Right to Cancel
Under the Consumer Contracts Regulations 2013 you have 14 days from receiving your order to change your mind, for any reason. That right is lost on any pouch that has been opened, for food hygiene reasons, because sealed food cannot be made safe to sell again once the seal is broken. It still applies to anything still sealed and untampered with. To cancel, email kai@chaibykai.com within 14 days of receiving your order. You return the sealed goods at your own cost, and we recommend a tracked service because we cannot refund what does not arrive. We will refund what you paid for the tea plus your original delivery charge, up to the cost of our cheapest delivery option, within 14 days of the goods being sent back. None of this affects your separate rights if something arrives damaged, faulty, or not what you ordered.
6. Subscriptions and Recurring Billing
By subscribing to a Chai by Kai tea box you are entering into a recurring payment agreement. Your card will be charged automatically every 4 weeks. Before completing your subscription you will be shown clearly: the charge per box, the frequency (every 4 weeks), and how to cancel. Your first payment is taken when you subscribe, and your first box is posted within 2 to 3 business days. Each payment after that is taken every 4 weeks from the day you subscribed, and a fresh box is posted the same day. To avoid a charge, cancel before your next payment date, using your manage link or by emailing kai@chaibykai.com. Your next payment date is also the cut-off for changing which teas are in your next box. Separately from that, you have 14 days from the day your first box arrives to change your mind and cancel, under the Consumer Contracts Regulations 2013. Email kai@chaibykai.com or use the cancellation form on our Returns page. If a box has already arrived, send back any pouches that are still sealed and we will refund them.
7. Faulty or Incorrect Items
If something arrives faulty, damaged or not what you ordered, email kai@chaibykai.com with your order number and a photo. Tell us within 30 days and you can ask for a full refund. After 30 days, and for up to six years (five in Scotland), you are still entitled to a repair or replacement and, if that is not possible, a refund or price reduction. These are your rights under the Consumer Rights Act 2015 and nothing here limits them. We cover the cost either way.
8. Allergens
We do not add any of the 14 allergens named in food law to our teas. On our flavoured blends we are still collecting the full ingredient declarations from the flavouring supplier, so we cannot yet confirm what the flavourings themselves contain. Everything is blended and packed by hand in a kitchen that also handles other ingredients, so we cannot promise any tea is free from traces. If you have an allergy, email kai@chaibykai.com before you order and we will check the batch for you.
9. Trade Accounts
Trade accounts are for businesses buying to serve or resell, and these terms apply to them in place of the consumer cancellation rights in section 5. We may accept or decline any trade application, and may close a trade account at any time. Trade prices are only available to approved accounts and must not be shared. Trade orders are paid by card at the time of order. Tea is blended to order, so a trade order cannot be cancelled once we have started blending it. If something arrives damaged, short or wrong, tell us within 7 days of delivery with a photo and we will replace it or refund that part of the order. Delivery is by tracked courier to the address given at checkout. Risk in the goods passes to you on delivery. Chai by Kai is not VAT registered and no VAT is charged. Nothing in this section affects your rights where the law does not allow them to be limited.
10. Governing Law
These terms are governed by the law of Scotland. If you live in England, Wales or Northern Ireland you can bring a claim in the courts where you live, and the law of your part of the UK will apply. You can also choose the Scottish courts if you would rather.