Shopping with confidence

Refund & Returns Policy

Last updated: 18 August 2026

We want you to enjoy every Just Camellia order. This policy explains how to cancel an online order, return an eligible item, or tell us when something has arrived faulty, damaged or incorrect. It does not affect your statutory rights.

1. Changing or cancelling an order

If you contact us before your order is dispatched, we will try to cancel or amend it. Once it has been dispatched, the returns rules below apply.

2. Your right to cancel an online purchase

For most eligible goods bought online, you may tell us that you wish to cancel within 14 days after the day you receive the goods, without giving a reason. You then have a further 14 days to send the goods back.

To cancel, email info@justcamellia.com with your name, order number, the items concerned and a clear statement that you wish to cancel. We will provide the return address and instructions. Please do not send goods to our registered office unless we ask you to.

3. Items that cannot be returned for change of mind

The statutory cancellation right does not apply to:

• goods that are liable to deteriorate or expire rapidly, including freshly prepared drinks or other genuinely perishable products;
• sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
• goods made to your specifications or clearly personalised; and
• any other item excluded from cancellation rights by law.

For food safety, please do not return opened tea, herbs, blends, snacks or other consumable products unless they are faulty. This does not limit your rights where an item is faulty, damaged, misdescribed or otherwise not of satisfactory quality.

4. Condition of returned goods

Please keep eligible goods in their original packaging where reasonably possible and take reasonable care of them. You may inspect an item as you would in a shop, but we may reduce a refund to reflect any loss in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

5. Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we agree otherwise. We recommend using a tracked service and retaining proof of postage. We will pay or reimburse reasonable return costs where the item is faulty, damaged, incorrect or not as described.

6. Refunds

For a valid cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional cost for an enhanced delivery method is not refundable.

We will make the refund without undue delay and no later than 14 days after we receive the returned goods or, if earlier, after you provide evidence that you sent them back. We may withhold the refund until we receive the goods or evidence of return. Refunds are made to the original payment method unless expressly agreed otherwise. Your bank or payment provider may take additional time to display the credit.

7. Faulty, damaged or incorrect items

Please contact us as soon as possible, preferably within 48 hours of delivery for transit damage, and include your order number plus clear photographs of the item, packaging and delivery label. The 48-hour request helps us investigate with the carrier; it does not remove your legal rights.

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. Depending on the circumstances, you may be entitled to a refund, repair or replacement. Where a consumable product may be unsafe, do not consume it; retain the product and packaging until we advise you what to do.

8. Exchanges

We do not guarantee direct exchanges. The quickest option is normally to return an eligible item for a refund and place a new order. If an item is faulty or we sent the wrong product, contact us and we will arrange an appropriate remedy.

9. Orders not received

If tracking shows a problem or your order has not arrived within the expected timeframe, contact us promptly. We may ask you to confirm the delivery address and cooperate with a carrier investigation.