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Refund policy

At Donnzen, we are committed to delivering the freshest, most authentic Dancong Oolong tea directly from our tea gardens in Chaozhou to your cup. Because we operate on a direct-to-consumer model to ensure peak freshness, our return policies reflect the nature of international shipping and strict food safety standards.

1. Sample Packs (All Sales Are Final)

Tea is a highly subjective experience. To help you explore our flavor profiles, we offer Sample Packs. Because these are intended for tasting purposes, all Sample Packs are final sale and strictly non-refundable. We highly encourage trying a sample before committing to a full-size product.

2. Full-Size Products

We accept returns on full-size tea products within 14 days of the delivery date, provided they meet the following strict criteria:

  • The product must be unopened, completely sealed, and in its original packaging.
  • Due to stringent US Food and Drug Administration (FDA) hygiene regulations, we cannot accept returns or issue refunds for any tea that has been opened or unsealed, as it can no longer be guaranteed safe for resale.

3. International Return Shipping (Important)

Because our teas are shipped directly from our origin facilities to ensure maximum freshness, all approved returns must be shipped back to our warehouse in China at the buyer's expense.

Please note: International return shipping costs can be substantial. Original shipping fees are non-refundable. We highly recommend using a trackable shipping service, as we are not responsible for lost return packages.

4. Damaged, Defective, or Incorrect Items

If your order is damaged in transit or you received the wrong item, we will make it right. Please contact us within 72 hours of delivery. Send an email to [Support@donnzen.com] containing:

  • Your Order Number.
  • Clear photos of the damaged item(s) and the exterior shipping box.

Upon review, we will gladly ship a replacement directly to you at no additional cost. (No need to return the damaged item to China).

5. How to Initiate a Return

Do not send your purchase back to the shipping address on the package without contacting us first. Returns sent without prior authorization will not be accepted.

  1. Email [Support@donnzen.com] with your request.
  2. If approved, we will provide you with a Return Merchandise Authorization (RMA) number and the return address in China.
  3. Once we receive and inspect the unopened product, we will process your refund to the original payment method within 3-5 business days.

Have a question about a tea?
Our tea experts are here to help you find your perfect match. Reach out to us before placing an order to ensure you select a flavor profile you'll love!