Refund Policy

🌀 Return and Complaints Policy

Last updated: 16.07.2025

At Gentle Tea, we are committed to delivering high-quality products and service. If for any reason you are not completely satisfied with your order, you have the right to return it or submit a complaint under the conditions described below.

🔁 Product Returns (Right of Withdrawal)

According to Article 50 of the Consumer Protection Act, you have the right to withdraw from your order without stating a reason within 14 days from the date of receipt.

Return conditions:

  • The product must not be used and should be in its original condition and packaging.
  • The item must be clean, free of damage, stains, or odors.
  • You need to fill out a return form, which you will receive by email or can download from our website.
  • The shipment must be sent without cash on delivery and must include an option for inspection upon delivery.

Costs:

  • Return shipping costs are borne by the customer, except in cases of justified complaints.
  • Shipments sent with cash on delivery or without inspection option will not be accepted.

Refund:

  • Once we receive and inspect the returned item, we will refund its value via bank transfer within 14 days from the date of receipt. Shipping costs are not refunded.

⚠️ Exceptions to the Right of Withdrawal:

  • Products returned in improper condition - used, damaged, with compromised hygiene, or incomplete packaging.
  • Shipments sent back to us with cash on delivery or without the option for inspection.
  • Products for which the customer was previously informed about a defect or special characteristic.

📦 Damages during Transport and Claims

Claims regarding damages occurring during transport will only be considered if a claim report is drawn up in the presence of the courier.
 In this case, the Customer may:

  • refuse to accept the shipment, or
  • accept it at their own risk.

If the Customer accepts such a shipment and does not raise objections to the courier at the time of receipt, the responsibility for the claim transfers to the courier company that delivered the package.

📌 Under such circumstances, the claim conditions of the respective courier company apply, not those of Gentle Tea.

If you receive a product that:

  • does not match the description, or
  • is different from the ordered item, or
  • has a visible factory defect,

you may refuse the order immediately upon receipt from the courier and not accept it from them. In cases of obvious discrepancies between the received product and the order, please contact us immediately.

In such cases, the customer returns the product at the Supplier’s expense, and the Supplier may take one of the following actions to resolve the claim:

  • Sending a new identical product at our expense.
  • Offering another item of the same value.
  • Refunding the amount via bank transfer if the above options are not possible.

The package must be sent without cash on delivery and must include the option for inspection.

If you have any questions regarding returns or claims, do not hesitate to contact us.

Gentle Tea
Owned by VR27 Ltd.
Company Number (UIC): 208139114
📧 info@gentletea.eu
📞 +359 876 822 991
📍 Krasen village, 67 Alexander Stamboliyski Street, Bulgaria