What this policy covers — and why we wrote it this way
Tea.support is one part of a larger constellation of Chinese tea brands. While the booking flow itself lives on tea.community and session details are explored on tea.events, this page is the single source of truth for refunds and returns across the entire bookable‑services ecosystem. We believe a refund policy should be as transparent as the liquor in a glass gaiwan. That is why we have stripped away legalese and present the rules in plain English, calibrated to the real‑world realities of small‑batch tea sessions, private ceremonies, and the occasional tasting kit that travels through the post.
The heart of what we offer is personal — a master like Chen Hui Yi walking you through the floral‑citrus lift of a 2018 Bái Háo Yín Zhēn (白毫银针) from Fuding, or Fang Ting explaining why a 2007 Xià Guān shu pu’er tastes of petrichor and old library. Because each session is crafted around a specific tea and a specific human, cancellations have a tangible impact. Our policy balances flexibility for the guest with respect for the tea master’s time and the rare leaves that may already have been awakened for the occasion.
In these pages you will find everything about how deposits work, the advance‑notice windows for a full or partial refund, what happens if we cancel, how you return a physical tea kit, and who covers the cost of shipping it back. We have also embedded cross‑references to puerh.app, where deeper sourcing and provenance questions are answered, and to tea.school, for information on session prerequisites and level expectations. We hope this document answers your questions before you even need to ask them. If not, the closing section points you to a human who can help.
Common questions
What is the general refund window for booked sessions?
You can cancel any session for a full refund up to 14 calendar days before the scheduled start time. The 14‑day window gives us enough space to release the slot and, in many cases, to avoid waking a tea that was set aside for your booking — for instance, a 2012 Fènɡ Huánɡ Dān Cōnɡ that rewards a full day of rest after opening.
What happens if I cancel between 14 and 7 days before the session?
You receive a 50 % refund. The retained half covers the master’s preparation time and, when relevant, the cost of any tea already selected and briefly opened for individual assessment. A session with Chen Hui Yi focused on Yín Zhēn white teas often involves leaf selection that begins several days in advance.
Can I reschedule instead of cancelling?
Rescheduling is free of charge up to 14 days before the original date. Between 14 and 7 days, a rescheduling fee of 20 % of the booking value applies. Within 7 days, rescheduling is treated as a cancellation and the standard refund scale is used — the reason is that the master’s calendar for that specific tea season is already locked.
What if I cancel within 48 hours?
No refund is available for cancellations made less than 48 hours before the start time. By that point the session ingredients are already prepared, the master is en route or has begun setting up, and the opportunity to rebook the slot is minimal. Exceptions are reviewed case‑by‑case for documented emergencies.
How does the deposit system work?
All bookings require a 30 % non‑refundable deposit at the time of booking. The deposit is only retained if you cancel with less than 14 days’ notice; otherwise it is credited toward the full refund. Think of it as holding a tea table — we save the seat and the leaves, and the small upfront commitment protects both sides.
Do I get a full refund if the master cancels?
Yes. If we cancel a session for any reason — illness, weather, unforeseen tea supply issues — you receive a 100 % refund, including the deposit, processed within 3 business days. We also offer priority rebooking with a preferred master like Chen Hui Yi or Fang Ting at no additional cost.
I booked an online tasting that includes a posted tea kit. Can I return the kit?
If you cancel an online session that includes a tasting kit, you may return the kit for a refund of that portion of the price, provided the kit is unopened and you pay the return shipping. The box must be back with us within 14 days of cancellation. Kits that have been opened cannot be returned because the tea inside is fragile and quick to absorb humidity — once the inner seal of a Bái Hǔ Bái sheng cake is broken, its ageing environment is compromised.
Who pays return shipping on a physical tasting kit?
The customer pays return shipping for change‑of‑mind cancellations. If the kit arrived damaged or incorrect — say a 2016 Yìwǔ sheng was sent instead of the promised 2007 Lǎocāng — we provide a prepaid return label and cover all costs, including a replacement shipment.
How long until the refund hits my account?
Refunds are initiated within 5 business days of cancellation confirmation. Depending on your payment provider, the funds appear in your account 3 to 10 business days later. We send a confirmation email with a transaction ID so you can track the status.
Are there any sessions that are non‑refundable by default?
One‑off events marked ‘special release’ — such as a rare vertical tasting of 1990s Láobānzhǎnɡ pu’er — are non‑refundable. Their notice period is clearly stated on the event page, typically 21 days, because the teas are exceptionally limited and pre‑opened exclusively for that session.
What if I fall ill on the day of the session?
We treat genuine illness with compassion. Provide a medical certificate within 48 hours after the missed session, and we will convert your booking into a credit for a future session of equal value, valid for 6 months. The credit can be used with any master in our roster — Chen Hui Yi, Mei Yang, or Fang Ting.
I purchased a gift voucher. What is its refund policy?
Gift vouchers are fully refundable within 30 days of purchase as long as they have not been partially redeemed. After 30 days, or once a booking has been made using the voucher, standard session refund rules apply to the resulting booking. Vouchers themselves carry no cash‑out option beyond that window.
Can I transfer my booked session to someone else?
Yes. You may transfer a booking to another person at any time up to 48 hours before the session, free of charge. Simply email us with the new participant’s details. The replacement guest inherits the original cancellation terms from the moment of transfer.
How do I request a refund or return?
Email support@tea.support with your booking reference. We reply within 1 business day with confirmation and next steps. For physical kit returns, we provide a return address in the reply. All communication is logged under the same reference number for traceability.
What is the refund policy for recurring tea education series?
Series like ‘Six Weeks with Oolong’ follow a pro‑rata model. Cancel before the first session for a full refund. After attending any session, we refund the unused portion minus a 15 % administrative fee, calculated on the value of remaining sessions. The deposit rule is waived once the series begins.
Still have questions?
If this plain version does not cover your scenario — perhaps you are combining a session with a travel itinerary from tea.travel, or need to understand how a return interacts with a custom tea selection made via puerh.app — write to us. The support team consists of real people who drink the tea they are talking about, and we aim to answer every email within one business day.
For the broader booking flow, including session prerequisites and availability, visit tea.community. If you want to explore the sourcing stories behind the teas you might be cancelling or rescheduling, the deep archives on teamotea.com and puerh.app offer a distraction while your refund is processing. Finally, tea.events lists all upcoming public sessions so you can find an alternative date without any pressure.
We believe that a fair return policy is part of what keeps the gaiwan lid resting gently — not slammed shut. So if something feels off, tell us. We would rather pour you another cup than leave a bitter taste.