Refund policy

Puretage Refund Policy

Thank you for choosing Puretage. We take immense pride in the craftsmanship of our teapots. If you are not entirely satisfied with your purchase, we are here to help.

1. Return Window

Shipment: Items must be shipped back within 28 days of delivery.

2. Eligibility Criteria

To be eligible for a refund, your item must be:

  • In the same condition that you received it (unused and unworn).

With all original tags and in its original packaging.

  • Important: For high-value handcrafted items, we strongly recommend filming an unboxing video to ensure the protection of your rights in case of transit damage.

 

  • Strictly Non-Returnable if Used: Due to the porous nature of Zisha clay, any teapot that has been used with tea (seasoned/steeped) cannot be returned or refunded, as it can no longer be sold as new.

 

 

 

3. Non-Refundable Items

Certain items cannot be returned unless they arrive damaged or defective:

  • Custom or personalized orders.

  • Items purchased on sale.

4. Handcrafted Nature (Important Notice)

At Puretage, each teapot is uniquely handcrafted by skilled artisans. Due to the nature of handmade processes:

  • Slight variations in color, texture, and shape, as well as minor natural kiln marks, are inherent characteristics of the craft.

  • These unique features are not classified as defects. We encourage you to appreciate the individual soul of each piece. Please read the product descriptions carefully before purchasing.

5. Fees & Refunds

  • Restocking Fee: A 15% restocking fee of the original product price will be deducted from all returns.

  • Non-Refundable Fees: Original shipping costs, bank/credit card charges, and customs duties are non-refundable.

  • Processing Time: Once we receive and inspect your return, we will notify you of the approval status. Approved refunds will be processed within 14 business days via your original payment method.

6. Damages and Issues

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately so we can evaluate the issue and make it right.