Returns & Refunds

Products that are made to your specifications, personalised for you, or created according to your individual selections are not eligible for a change-of-mind return, exchange or refund.

This includes, for example, custom tea blends created using ingredients, flavours or other options selected by you.

Because these products are prepared specifically for your order, they cannot normally be resold once they have been made.

The standard 14-day change-of-mind cancellation right that applies to many online purchases does not apply to goods made to a customer's specifications or clearly personalised.

This does not affect your rights if your custom product is faulty, damaged, incorrect or not as described.

If anything is wrong with your order, please contact us as soon as possible. This includes products that:

• arrive damaged;
• are faulty or defective;
• are different from what you ordered;
• have been incorrectly prepared; or
• are not as described.

Please provide your order number, a brief description of the problem and, where helpful, photographs of the product and its packaging.

We will review the issue and provide an appropriate remedy, which may include a replacement or refund, depending on the circumstances.

Where a return is required because an item is faulty, damaged or incorrectly supplied, Crown and Leaf will cover the reasonable return cost.

For products that have not been made to your specifications or personalised for you, you may notify us that you wish to cancel your purchase within 14 days of receiving your order. Once you have notified us, you have a further 14 days to return the eligible products.

Returned products should be unused, in their original condition and, where applicable, unopened with any product or food-safety seal intact.

For food safety and hygiene reasons, certain sealed consumable products may not be eligible for a change-of-mind return once the product seal has been broken.

This does not affect your rights if the product is faulty, damaged, incorrect or not as described.

Once an eligible return has been received and approved, we will process your refund to the original payment method.

Where an eligible order is cancelled and returned in accordance with this policy, the applicable product price and original delivery charge paid for that order will be refunded.

For faulty, damaged, incorrect or misdescribed products, we will provide the refund or other remedy required under applicable consumer law.

After a refund has been processed by Crown and Leaf, your bank, card provider or payment service may require additional time for the funds to appear in your account.

For an eligible change-of-mind return of a standard, non-custom product, the customer is responsible for the cost of returning the goods unless we agree otherwise. We recommend using a tracked or reliable postal service.

If a return is required because the product is faulty, damaged, incorrect or not as described, Crown and Leaf will cover the reasonable cost of returning it.

If you need to change or cancel an order, please contact us as soon as possible.

If preparation of a custom or personalised product has not yet begun, we may be able to accommodate your request at our discretion. Once preparation of a custom product has begun, we may no longer be able to change or cancel the order.

Purchasing a product during a sale or promotional period does not affect your statutory consumer rights.

However, custom, bespoke and personalised products remain subject to the custom-product conditions explained above.

Please contact us at contact@crownandleaf.uk before sending any product back. Include your order number, the product concerned and the reason for contacting us.

If a return is required, we will provide you with the appropriate return instructions and return address.

Please do not send products to an address shown on your delivery packaging unless we have confirmed that it is the correct returns address.

Nothing in this policy is intended to limit or exclude your statutory rights.

Your rights are protected by applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

In particular, the exclusion for custom and personalised products does not remove your rights where goods are faulty, damaged, incorrectly supplied or not as described.

If you have any questions about your order, return or refund, please contact: