RETURN & REFUND POLICY

At Lanstea, we create products with care and intention.
To ensure clarity for all customers, our return policy distinguishes between tea and teaware, as these items require different handling and safety standards.

1. Tea (Food Product)

Tea is classified as a food item and cannot be returned or restocked under any circumstance, whether opened or unopened.

2. Teaware & Tea Pets

Eligibility

Returns are only accepted for items with confirmed manufacturer defects.

Required Proof for Damage Claims

For teaware and tea pets, we can only accept damage claims with a clear, continuous unboxing video taken before the package is opened.
This ensures the damage occurred during transit and not after receipt.
We cannot accept:

Photos without an unboxing video
Videos filmed after the package has already been opened
Claims without visible parcel-opening proof

This policy protects both our customers and our studio, ensuring fairness in all claims.

3. Manufacturer Defects

Minor Variations

Minor ceramic or handmade variations—such as small glaze spots, color differences, or subtle texture irregularities—are normal and not considered defects.

Major Defects

Items with clear functional defects (cracks, chips, structural damage, or compromised packaging) will be replaced at our expense.
We may request the defective item to be returned; in such cases, Lanstea will cover the return shipping.

To request assistance, please email support@lanstea.com with:

Your name
Order number
Unboxing video (for teaware)
Photos of the issue (if applicable)

4. Refunds

Refunds are issued only for:

Confirmed major defects, or Returned-to-sender packages that remain undamaged.

Refunds include the product amount but exclude shipping fees, unless the issue is confirmed to be a manufacturer defect.

Items damaged through improper use or handling are not eligible for refund.

5. Returned Packages

If a package is returned to us by the carrier:

We can reship the order for the cost of shipping, or Provide a refund minus shipping fees if requested within 30 days of the original shipping date.

Returns beyond 30 days may be eligible for store credit only.

6. How to Request Support

For returns or defect inquiries, contact:
support@lanstea.com

Customer Support Hours:
Monday–Friday, 8 AM–4 PM EST

7. Policy Updates

This policy may be updated without notice.
Please refer to our website for the latest version.