Refund policy
Returns, Refunds & Cancellations Policy
Last updated: 14 September 2026
Changing your mind about an online order
If you are a UK consumer buying online, you normally have the right to cancel without giving a reason. You have 14 days beginning the day after you receive the goods to tell us that you wish to cancel. If an order is delivered in separate parts, the period normally begins the day after the final part is received.
After telling us that you are cancelling, you then have a further 14 days to send the goods back.
How to cancel
Email shop@imperialteas.co.uk, telephone 01522 560008, write to the address below, or use our online Cancellation Form. You do not have to use the form, but your message must clearly identify the order and say that you wish to cancel.
Returns address:
Imperial Teas of Lincoln Ltd
47 Steep Hill
Lincoln
Lincolnshire
LN2 1LU
When the change-of-mind right does not apply
The statutory cancellation right has exceptions, including goods made to your specification or clearly personalised, goods liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.
For reasons of food safety and hygiene, tea, coffee, chocolate and other sealed food products can be returned as change-of-mind returns only while they remain sealed and unopened, where the health-protection or hygiene exception applies. Once opened or unsealed, they cannot be resold safely and we cannot accept them merely because you have changed your mind.
This does not affect your rights if food or any other goods are faulty, damaged, incorrectly supplied or not as described.
Returning unwanted goods
Please return unwanted goods unused, complete and, where appropriate, in their original packaging. You may examine goods in the same way that you reasonably could in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.
You are responsible for the direct cost of returning goods when you have simply changed your mind. We recommend an appropriate tracked or insured service because you are responsible for the parcel until it reaches us.
Refund after a statutory cancellation
We will refund the price paid for returned goods and, where the whole order is cancelled, the cost of our least expensive standard delivery service. If you chose a more expensive delivery option, we do not have to refund the additional amount.
We will make the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that they were sent back. We may withhold the refund until one of those events occurs.
Refunds are normally made to the original payment method. Bank and card processing times are outside our control after the refund is issued.
Faulty, damaged, incorrect or misdescribed goods
If anything arrives faulty, damaged, incorrect or not as described, contact us as soon as reasonably possible. Please provide the order number and, where useful, photographs so that we can understand what happened.
Your statutory consumer rights apply. Depending on the circumstances, the appropriate remedy may be a refund, repair or replacement. We will not require you to bear reasonable return costs caused by faulty goods or our error.
This policy does not impose a shorter reporting deadline than the law allows and does not affect the legal rights that may remain available after the cancellation period.
Partial returns and promotional orders
You may cancel or return part of an order where the right applies. Any refund will reflect the amount paid for the returned goods. If you keep other goods from the order, the original delivery charge will not normally be refunded unless the retained goods would have qualified for free delivery or the law requires otherwise.
Exchanges
The quickest way to obtain a different item is usually to return the unwanted eligible item and place a new order. Contact us if you would prefer an exchange and we will confirm what is available.
Contact
Imperial Teas of Lincoln Ltd
47 Steep Hill
Lincoln
Lincolnshire
LN2 1LU
Email: shop@imperialteas.co.uk
Telephone: 01522 560008
To:
Imperial Teas of Lincoln Ltd
47 Steep Hill
Lincoln
Lincolnshire
LN2 1LU
United Kingdom
Email: shop@imperialteas.co.uk
I hereby give notice that I wish to cancel my contract for the purchase of the following goods:
Goods ordered:
Order number:
Date ordered:
Date received:
Customer’s name:
Customer’s address:
Customer’s signature: