Delivery and Returns

Returns and Cancellation Policy

Your right to return does not apply to products of the category below unless faulty:

(1) Goods made to your specification

(2) Perishable goods

Return address: The Kent & Sussex Tea & Coffee Company Pivington Mill, Egerton Road Pluckley Ashford Kent TN27 0PG UK

Return of Unwanted/Unrequired Goods:

You have the right to cancel or return you order within a 14 (working day) cancellation period, which begins from the point that either:

• (1) You or a 3rd party which you specify to us receives your order.
• (2) The last part of your order arrives (if an order is shipped as multiple packages, e.g. when airmailed).

To exercise your right to cancel, you must inform us of your decision to cancel our distance contract by a clear statement, we recommend the form supplied on our contact page. You can also electronically fill in and submit our model cancellation form on our website; If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by Email) without delay. The Kent Tea & Trading Company will not bear the costs of returns postage, unless the order is faulty, incorrect or damaged.

If you cancel an order, The Kent Tea & Trading Company will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). The Kent Tea & Trading Company reserves the right to withhold reimbursement until receiving the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest. The Kent Tea & Trading Company reserves the right to make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. The Kent Tea & Trading Company will endeavour to make the reimbursement within 3 working days, and no later than—

• (1) 14 days from the day you return any goods supplied, or provide evidence that you have returned them, (2) If there were no goods supplied, 14 days from the day on which we are informed about your decision to cancel this contract.

• You are responsible for any returned goods, therefore we recommend you obtain a proof of postage certificate/receipt when returning goods.
• Should your returned parcel be lost, it is your responsibility to claim compensation from the carrier. The Kent Tea & Trading Company will not be held liable for unforeseen delays such as acts of God, strikes, riots or war.

Damaged or lost goods:

• We reserve the right after the 14 day cancellation period to offer a replacement item of similar or equivalent value on damaged goods. Your rights to return goods are covered under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013.
• If you receive the parcel damaged please note this fact when signing for it, and if unable to open the damaged package in the presence of the carrier please sign for the item as ‘damaged package; goods not yet inspected’, retaining all paperwork.
• Please contact our customer services team via our contact page, in the unfortunate situation that goods do not arrive within 45 days of notification you of order acceptance, or if goods arrive damaged; so we can arrange a replacement product for you.