Returns & Refunds
At ONCHA, we want you to enjoy every cup of tea. If there's an issue with your order, our team is here to help and will do our best to find a fair solution.
Return Eligibility
Due to the nature of our products, tea and other consumable items cannot be returned or exchanged once delivered, except in the following situations:
- You received the wrong item.
- Your order arrived damaged during shipping.
- The product has a confirmed quality issue.
To be eligible for a return or refund, please contact us within 7 days of receiving your order.
Non-Returnable Items
For food safety and hygiene reasons, we cannot accept returns or exchanges for:
- Opened or used products
- Products damaged due to improper handling or misuse
- Products returned without prior authorization
Thank you for your understanding.
Damaged or Incorrect Orders
If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery and provide:
- Your order number
- Photos of the product and packaging
- A brief description of the issue
Once your request has been reviewed, we will arrange a replacement or issue a refund where appropriate.
Refunds
Approved refunds will be issued to your original payment method.
Depending on your payment provider, refunds may take 5–10 business days to appear in your account.
Order Cancellation
Orders may be cancelled before they have been shipped.
Once an order has been shipped, it can no longer be cancelled.
Contact Us
If you have any questions regarding returns or refunds, we're always happy to help.
Email: support@oncha.co
We aim to respond to all inquiries within 24–48 business hours.
Policy Notice
Please note that ONCHA reserves the right to decline any return or refund request that does not meet the conditions outlined in this policy.