Just realized that you made a wrong order? Or was the package damaged during delivery? Don’t worry, we’re here for you. But before you request any return or exchange, please read through our policy:
We only accept returns and exchanges for items purchased on www.gryphontea.com. All other requests for returns and exchanges should be done with their respective points of sale.
We only accept returns and exchanges within 14 days from the date of confirmed delivery. Example: If you received your order on 1 January, we will accept returns and exchanges till 14 January.
For food safety and hygiene purposes, we only accept returns and exchanges of items in their original, unopened condition.
Items that have been opened will be considered for return or exchange on a case-by-case basis, and we reserve the right to reject any items that have been opened.
If the item has been opened, it must contain all original content/packaging and/or match the product information section of the listing. Example: If the tea packaging/listing indicates 10 tea sachets, you must include all 10 sachets in your return or exchange.
To submit a return or exchange request, please use our enquiry form, and include the following title with your updated details: “<RETURN / EXCHANGE> REQUEST: #<YOUR ORDER NUMBER>”.
In your message, please provide us your order number, name, along with photos and a short description of the issue encountered.
Upon receipt of the request, we will work towards replying you within 3 working days after our Quality Assurance team has assessed and evaluated the issue.
Please note that we do not cover delivery charges for Returns and Exchanges. However, this may change on a case-by-case basis.
Please obtain a receipt from the courier company of your choice and provide us with a tracking number to trace your package.
We are not responsible for the loss or damage to the return parcel handled by the courier company of your choice.
Once we receive the return parcel, our team will process the return within 3 working days.
All returns and exchanges for all items/ lower value item will be refunded via points and will expire in 3 months from the date the points were issued.
If confirmed, all exchanges will be shipped as soon as possible.
Exchange and returns are not applicable to sale or limited edition items.
We reserve the right to reject any return or exchange that does not fulfill any of the above-stated requirements.
We reserve the right to amend this policy at any time.