Refund policy

We want you to be happy with your order.
If something isn’t right, please take a moment to read our refund and return policy before getting in touch with us.

 

Damaged or defective product

If you receive an item that’s damaged or defective, we’ll replace it at no cost, provided the following conditions are met:

  • the item arrived defective, damaged, or broken

  • the parcel was lost in transit

Notification window: Please contact us within 48 hours of receiving your order by emailing info@more-cha.com.

 

Return & Refunds

We have a 14-day return policy for non-perisheable items which means you have 14 days after receiving your item to request a return, under condition that your item must be in the same condition that you received it in - unused, unopened and in its original packaging.

To start a return, you can contact us at info@more-cha.com. Please note that returns will need to be sent to the following address: 

more cha 2520
Prenzlauer Promenade 26
13089 Berlin

Return shipping costs are the responsibility of the customer. We’re not able to accept returns, exchanges, or refunds in the following cases:

  • change of mind after purchase

  • products that have already been opened or used

  • products purchased during sales or promotions

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

 

Exceptions

Please note that some items cannot be returned or refunded. This includes perishable goods such as tea or other food products once opened, as well as gift cards. For hygiene and safety reasons, we’re not able to take these items back or resell them. This does not affect your rights in the case of damaged or defective products.

 

Unable to deliver

If a parcel is returned to us because it was not collected in time, the delivery address was incorrect, or for any other reason outside of our control, any additional shipping costs will be the responsibility of the customer. If you would like the parcel to be resent, the reshipping fee will need to be paid before we send it again. Any return or storage fees charged by the carrier in these situations will also be at the customer’s expense.