Terms & Conditions

At Earth Rock, we strive to provide our customers with high-quality tea products and excellent customer service. If for any reason you are not fully satisfied with your purchase, please review our return and refund policy below.

1. Eligibility for Returns

• Unused and Unopened Products: To be eligible for a return, the product must be unused, unopened, and in the same condition that you received it. It must also be in the original packaging.

• Perishable Items: Due to the perishable nature of tea, we cannot accept returns of any opened or partially used products.

• Time Frame: Returns must be initiated within 30 days of the delivery date. After 30 days, we will not be able to process any returns or refunds.

2. Return Process

• Request a Return: To initiate a return, please contact our customer service team at [customer support email] with your order number and reason for return.

• Return Authorization: Once your return request is approved, we will provide you with a return authorization number and instructions on how and where to send your item.

• Return Shipping: You will be responsible for paying the shipping costs for returning your item unless the return is due to an error on our part (e.g., wrong or defective product). We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

3. Refunds

• Refund Eligibility: Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund.

• Processing Time: If your refund is approved, it will be processed within 7-10 business days, and a credit will be automatically applied to your original method of payment. Please note that it may take additional time for your bank or credit card company to reflect the refund in your account.

• Partial Refunds: In some cases, only partial refunds may be granted, such as if the product is returned in a condition different from how it was shipped (e.g., damaged or missing parts for reasons not due to our error).

4. Exchanges

• We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at [customer support email].