Refund policy
Last updated: 19 September 2026
At Ceylons Grove Ltd, we want you to be satisfied with your order. This policy explains your rights when purchasing our teas, herbal infusions and other food products through our website.
Nothing in this policy limits or excludes your statutory rights under UK consumer law.
Cancelling an online order
If you are a UK consumer purchasing online, you normally have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
To cancel an order, contact us at:
Email: info@ceylonsgrove.com
Please include your name, order number and the products you wish to return. You may also use the cancellation form at the end of this policy, although you are not required to do so.
If your order has not yet been dispatched, please contact us as soon as possible and we will try to stop the shipment.
Food products and opened packaging
Because we sell food products, please keep products unopened, sealed and in their original packaging if you are returning them because you have changed your mind.
Certain sealed goods may lose their cancellation right once opened where they are not suitable for return for health protection or hygiene reasons. UK law also excludes goods that are liable to deteriorate or expire rapidly from the normal cancellation right.
We will not automatically treat every Ceylons Grove tea or herbal infusion as “non-returnable food”. Our normal shelf-stable products are not automatically exempt merely because they are food.
Where the statutory hygiene exception does not apply, we may make a reasonable deduction from a refund if the goods have been handled beyond what would reasonably be necessary to inspect them and this has reduced their value.
Faulty, damaged, incorrect or unsafe products
Your statutory rights are separate from the 14-day change-of-mind cancellation right.
If a product is:
faulty, damaged, not as described, incorrect, contaminated, unsafe, or otherwise not of satisfactory quality, please contact us at info@ceylonsgrove.com.
Under the Consumer Rights Act 2015, consumers normally have a 30-day short-term right to reject faulty goods and receive a refund, subject to the circumstances of the purchase. Other statutory rights may continue after that period.
Please provide your order number and, where appropriate, photographs showing the problem. Photographs help us investigate damaged packaging, incorrect goods or quality concerns, but they do not replace your statutory rights.
If the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, Ceylons Grove will bear reasonable return costs where a return is required. For food-safety reasons, we may sometimes ask you not to return an opened or potentially contaminated food product.
Damaged or missing deliveries
If your parcel arrives damaged, an item is missing, or you receive the wrong product, please contact us as soon as reasonably possible at info@ceylonsgrove.com.
Providing photographs of the parcel, shipping label and affected products can help us investigate the issue with the carrier.
Any request that you contact us promptly is intended to help us investigate the delivery and does not remove or shorten your statutory consumer rights.
Goods remain the trader's responsibility until they are delivered to the consumer, where delivery has been arranged by the trader.
Change-of-mind return postage
Where you exercise your statutory cancellation right simply because you have changed your mind, you are responsible for the direct cost of returning the goods to us, unless we have agreed otherwise.
This policy gives you notice of that responsibility before purchase, as required by the Consumer Contracts Regulations.
Please use an appropriate postal service and retain proof of postage.
Do not send a return until you have checked the return instructions provided by us.
Refunds
When you validly cancel your entire order under your statutory cancellation right, we will refund the price paid for the returned goods and the cost of our standard delivery option.
If you selected a more expensive delivery service, such as express or premium delivery, we are not required to refund the additional amount above our standard delivery charge.
For change-of-mind cancellations involving returned goods, we may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.
We will process the refund without undue delay and, where the statutory cancellation rules apply, no later than 14 days after receiving the returned goods or evidence that they have been sent back, whichever is earlier.
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise.
Your bank or payment provider may require additional time to show the refund in your account after we have processed it.
Exchanges
We do not operate a general exchange programme for change-of-mind purchases.
If you would like a different product, you may return an eligible product under this policy and place a new order.
If we supplied the wrong product or the product is faulty or damaged, contact us and we will arrange the appropriate remedy.
Proof of purchase
We may ask for reasonable proof that the product was purchased from Ceylons Grove, such as your order confirmation, order number, receipt or other evidence of purchase.
Contact us
For cancellations, returns, refunds or problems with an order:
Ceylons Grove Ltd
Email: info@ceylonsgrove.com
Website: www.ceylonsgrove.com
Registered/business address:
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom