Refund Policy
Effective Date: 28 July 2025
This Refund and Return Policy governs the return, refund, and cancellation process for purchases made on avantcha.com, operated and distributed by AVANTCHA Switzerland GmbH, located at Sonnenbergstrasse 20, 6052 Hergiswil, Switzerland. If you have any questions, please contact us at: kontakt@avantcha.com.
1. Return Eligibility
We accept returns under the following conditions:
Eligible for Return:
- Unused teaware and accessories (e.g., utensils, pots, cups)
- Must be returned within 14 days of delivery
- Items must be unused, in original condition and packaging
- Damaged or defective items, including teaware or packaged teas
- Must be reported within 7 days of delivery
- Requires supporting photographs and description of the issue
All return requests must be submitted via email to kontakt@avantcha.com. We reserve the right to deny a return if items do not meet the eligibility criteria or are submitted outside the applicable timeframes.
2. Return Procedure
To initiate a return, please email kontakt@avantcha.com with the following details:
- Your order number
- The item(s) you wish to return
- Reason for the return
- Photographic evidence if the product is damaged or defective
Once approved, we will provide return instructions. Items returned without prior approval may be refused.
3. Return Shipping
Returns must be shipped to:
SVZ Schweizer Versandzentrum AG (AVANTCHA Tea)
Blumattstrasse 7
6162 Entlebuch, Switzerland
Unless otherwise specified (e.g., verified damaged or defective items), return shipping costs are the customer’s responsibility. We recommend using a reliable and trackable shipping service, as we are not liable for parcels damaged or lost in transit.
4. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be issued to the original payment method
- Standard delivery charges will also be refunded (if applicable)
- Refunds will be processed within 30 days of receiving the return
Refund processing time may vary depending on your payment provider.
5. Order Cancellations
We begin processing orders immediately to ensure prompt fulfilment. If you wish to cancel an order:
- Contact kontakt@avantcha.com within 1 hour of placing the order
- We will do our best to accommodate, but cancellations cannot be guaranteed if the order is already being prepared or dispatched
6. Missing Items
If your order arrives incomplete (one or more items are missing), please notify us as soon as possible by emailing kontakt@avantcha.com with:
- Your order number
- A list of missing item(s)
- Photos of the received shipment and packaging (if applicable)
Once verified, we will:
- Ship the missing item(s) at no additional charge, or
- Offer a refund for the missing item(s) if you prefer not to receive a replacement
The missing item(s) must be reported within 5 days of delivery.
7. Gift Cards
We offer digital gift cards available for purchase at full face value.
- Gift cards are valid for 12 months from the date of purchase
- They are non-transferable, non-refundable, and non-replaceable
- Only one gift card may be used per order
- Gift cards may be used sitewide, including during promotional campaigns
Gift card balances are tracked electronically via the original email address used at checkout.
8. Store Credit
Store credit may be issued at our discretion as a form of compensation, goodwill, or in cases of return approvals.
- Store credit is issued manually and is tracked via your customer account
- Store credit does not expire
- It may be used in conjunction with discount codes or gift cards
- Store credit can be applied to the total cart value, including product costs and shipping
Store credit is non-transferable and has no cash value.
This Refund Policy may be updated periodically. The version published on our Site at the time of your order shall apply to your purchase.
For any questions or concerns, please contact us at: kontakt@avantcha.com
