Returns & Refund policy
Order Help Center
At PiPi Tea, we want every customer to feel confident when purchasing from us. Our Buyer Protection Policy is designed to provide a clear and fair process for addressing eligible concerns involving your order, products, delivery, billing, and subscriptions.
This policy explains when a return, replacement, refund, or other resolution may be available and how to request assistance.
1. 90-Day Buyer Protection Period
Eligible order-related concerns should be reported to PiPi Tea within 90 days of the original purchase date.
Within this period, customers may contact our Customer Care team regarding eligible concerns, including:
- Damaged or defective products
- Incorrect or missing items
- Products that were not received
- Delivery or fulfillment issues
- Eligible returns of unopened products
- Billing or subscription issues
- Other legitimate concerns relating to an order
Each request is reviewed individually. Buyer Protection does not guarantee a refund or other specific resolution for every request. The resolution provided will depend on the nature of the issue and the circumstances of the order.
Requests submitted after the 90-day Buyer Protection period may be reviewed at PiPi Tea's discretion.
2. Returns
2.1 Customer-Requested Returns
Customers may request a return within 90 days of purchase if the product is:
- Unopened
- Unused
- Sealed
- In its original packaging
- In resalable condition
Customer-requested returns may include situations where:
- The customer changed their mind
- The customer ordered more than needed
- The customer no longer wants the product
- The customer's preferences or needs have changed
These returns are considered customer-remorse returns.
Customer-remorse returns are subject to the return requirements above and may require the customer to cover the cost of return shipping.
2.2 Opened or Used Products
Because PiPi Tea products are consumable goods, opened or used tea products are generally not eligible for a standard customer-remorse return or refund.
However, if you believe there is a product quality, safety, damage, or other legitimate issue, please contact Customer Care so that we can review the matter.
2.3 Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or contains an incorrect or missing item, please contact us as soon as possible.
We may request photographs, videos, order information, or other reasonable documentation to help us investigate the issue.
Depending on the circumstances, PiPi Tea may provide:
- A replacement
- A refund
- A partial refund
- Store credit
- Another appropriate resolution
The resolution will be determined based on the circumstances of the case.
2.4 Return Authorization
Please contact PiPi Tea before sending any product back.
Unauthorized returns may not be accepted or may result in delays in processing.
Customers should retain their return tracking information until the return has been fully processed.
2.5 Non-Returnable Items
Unless otherwise required by applicable law, the following are generally not eligible for standard customer-remorse returns:
- Opened or used consumable products
- Gift cards
- Products identified as final sale or otherwise marked as non-returnable
3. Refunds
3.1 Refund Eligibility
Refunds are issued when approved following our review of the applicable request.
Approval of a refund is based on the applicable terms of this policy and the circumstances of the order.
A customer request does not automatically result in a refund.
3.2 Refund Method
Approved refunds will generally be issued to the original payment method used for the purchase.
We are unable to guarantee that a payment provider or financial institution will display the refund immediately after it has been issued.
3.3 Refund Processing Time
Once an approved refund has been processed by PiPi Tea, customers should generally allow 3–5 business days for processing, followed by any additional processing time required by the customer's bank or payment provider.
Actual posting times may vary.
3.4 Shipping Charges
Original shipping charges are generally non-refundable for customer-requested returns.
Where an issue is caused by an error, fulfillment problem, damaged product, or other circumstance attributable to PiPi Tea, we will determine the appropriate treatment of shipping costs on a case-by-case basis.
4. Shipping and Delivery Issues
4.1 Delayed Orders
If your order is delayed, please first review the tracking information provided in your shipping confirmation.
If the tracking information has not been updated or the shipment appears significantly delayed, contact Customer Care with your order number so that we can investigate.
4.2 Lost Shipments
If a shipment appears to be lost in transit, PiPi Tea may investigate the shipment with the applicable carrier.
Where the shipment is confirmed lost, PiPi Tea may provide a replacement or refund, depending on the circumstances.
A shipment may be considered lost based on available carrier information, tracking history, and the applicable shipping circumstances.
4.3 Delivered but Not Received
If tracking shows that a package was delivered but you cannot locate it, please:
- Check the delivery location and surrounding areas.
- Check with household members, building management, or neighbors where applicable.
- Review the carrier's delivery details.
- Contact the carrier if a missing-package claim is appropriate.
- Contact PiPi Tea with your order information so we can review the situation.
PiPi Tea may request additional information or carrier documentation before determining an appropriate resolution.
5. Order Cancellation and Modification
5.1 Order Cancellation
Customers should contact PiPi Tea as soon as possible if they wish to cancel an order.
Because orders may enter processing shortly after purchase, we cannot guarantee that an order can be cancelled once processing, fulfillment, or shipment has begun.
If an order cannot be cancelled, the customer may return an eligible unopened product in accordance with this policy.
5.2 Shipping Address Changes
Customers should contact Customer Care immediately if they need to change their shipping address.
Address changes are not guaranteed once an order has entered processing or fulfillment.
PiPi Tea is not responsible for delivery issues resulting from an incorrect or incomplete shipping address provided by the customer, subject to applicable law.
6. Subscription Policy
PiPi Tea offers subscription options that allow customers to receive recurring deliveries at the selected frequency.
Available subscription frequencies may include:
- Every 30 days
- Every 60 days
- Every 90 days
Subscription terms, pricing, discounts, and billing frequency are displayed during the subscription process.
6.1 Subscription Cancellation
Customers may cancel their subscription at any time before the next scheduled billing date.
Cancellation will prevent future subscription orders from being generated or charged, subject to the timing of the cancellation and the applicable subscription terms.
6.2 Pause, Skip, or Modify a Subscription
Customers may contact Customer Care to request changes to their subscription, including:
- Pausing a subscription
- Skipping an upcoming delivery
- Changing delivery frequency
- Changing product or quantity
- Updating a shipping address
Requests should be submitted before the applicable billing or fulfillment cutoff.
6.3 Orders Already Processed
Cancelling a subscription does not automatically cancel an order that has already been processed or shipped.
If an order has already been processed, customers should contact Customer Care. Where eligible, the order may be handled under the applicable return or Buyer Protection provisions.
6.4 Subscription Billing Concerns
If you believe you were charged after successfully cancelling your subscription, or believe there is another billing error, please contact Customer Care so that we can review your account and billing history.
7. Payment Concerns and Disputes
7.1 Unrecognized Charges
If you do not recognize a charge from PiPi Tea, please contact Customer Care with the relevant order or transaction information.
We will review the transaction and help identify the associated order where possible.
7.2 Order or Billing Concerns
If you have a concern regarding your order, refund, subscription, or payment, we encourage you to contact us first.
Our Customer Care team will review the issue and work with you toward an appropriate resolution.
7.3 Payment Disputes
Customers retain any rights available to them through their payment provider, bank, card issuer, or applicable payment network.
If a payment dispute has already been opened, customers may continue to work directly with their payment provider or financial institution. PiPi Tea may also review the order and provide relevant information as part of the applicable dispute process.
8. Buyer Protection Exclusions
Buyer Protection generally does not apply to:
- Opened or used consumable products submitted solely as a customer-remorse return
- Products damaged through customer misuse or improper handling
- Incorrect shipping information provided by the customer
- Circumstances outside PiPi Tea's reasonable control
- Requests submitted outside the applicable Buyer Protection period, except where an exception is approved
- Fraudulent or abusive claims
- Repeated claims that indicate misuse of the Buyer Protection program
- Gift cards and products identified as non-returnable, except where required by law
PiPi Tea reserves the right to investigate suspected fraudulent or abusive activity and may decline requests that do not meet the requirements of this policy.
9. Exceptions and Case-by-Case Review
We understand that circumstances can vary.
PiPi Tea may review exceptional circumstances on a case-by-case basis, including situations involving unusual delivery issues, fulfillment errors, or other circumstances that warrant additional consideration.
An exception granted in one case does not create an entitlement to the same exception in another case.
10. Applicable Laws and Payment Provider Rights
This Buyer Protection Policy describes PiPi Tea's standard return, refund, and customer-resolution process.
Nothing in this policy is intended to limit or waive any rights or protections that customers may have under applicable law, or under the rules of their payment provider, card issuer, or payment network.
Where applicable law provides customers with rights that are more favorable than those described in this policy, those legal rights will apply.
11. How to Contact Us
If you need assistance with an order, return, refund, shipping issue, subscription, or payment concern, please contact our Customer Care team.
Email: support@pipitea.com
Phone: +1 (888) 658-8048
When contacting us, please provide your order number and a brief description of the issue. This helps us review and resolve your request more efficiently.
Our Commitment
PiPi Tea is committed to:
Clear Information • Fair Resolution • Transparent Communication • Helpful Customer Care
Our goal is to resolve legitimate customer concerns fairly, efficiently, and consistently.
