Refund & Return Policy

We are committed to a transparent and secure shopping experience. If you have any questions regarding your purchase, our support team is here to help.  

1. Contact Us First

To request a return or refund, please contact us within 30 days of receiving your order. You must obtain a Return Authorization (RA) number before returning any items. Unauthorized returns may not be processed or refunded.

Contact Information

Email: service@timebai.com

Return Address: Room 1003, Sunshine City Times Square, Ninghua Subdistrict, Taijiang District, Fuzhou, Fujian 350000, China

Business Hours: Sun-Thu, 5 PM - 1 AM (PST)

2. Return Window

  • 30-Day Guarantee: We offer a 30-day return window.
  • Arrival Issues: Please report any damage or visible defects within 48 hours of delivery for claim processing.
  • Standard Returns: Unopened teaware / accessories can be returned within 30 days.

3. Product-Specific Rules

3.1 Tea Products (Food & Perishables)

Due to food safety, we do not accept returns based on personal taste preferences or improper storage.

Eligible Scenarios: Defective quality, shipping damage, or incorrect items.

Claim Process: Provide clear photos/videos within 48 hours of receipt.

Resolution: Upon verification, we will provide a replacement or a full refund to your original payment method.

Note:

Tea is an agricultural product, and natural variations in aroma, taste, and flavor may occur across different seasons and batches. This is normal. To ensure the tea suits your preferences, we recommend starting with a smaller size or sample before purchasing larger packages. For tasting notes on the most recent batch, please feel free to contact our customer service team.

3.2 Teaware & Accessories (Non-Food)

Eligibility: Items must be unused, unopened, and in original packaging.

Damaged on Arrival: Report within 48 hours with photos of the shipping label and the damaged item for a free replacement or full refund.

Please Note: This guarantee applies strictly to issues existing at the time of delivery (e.g., shipping damage or manufacturing defects) and does not cover damage caused by misuse, accidental dropping, or improper handling after receipt.

4. Return Shipping Fees

Quality Issues: TimeBai covers return shipping costs for our errors (damaged/wrong items).

Personal Reasons: Customers are responsible for return shipping fees (teaware only). Original shipping costs are non-refundable.

5. Refund Process

Inspection: Once we receive and inspect your return (typically within 2 business days of arrival), we will notify you via email.

Method: Approved refunds will be issued to your original payment method.

Timeline: Please allow 5-7 business days for the refund to appear in your account, depending on your bank or credit card issuer. 

6. Gifts & Promotions

6.1 Gift Returns

  • If the item was a gift (shipped directly to you from a purchaser): You will receive Store Credit (Gift Card) for the value of your return once processed.
  • If the item wasn't marked as a gift (or the purchaser had the order shipped to themselves): The refund will be issued to the original purchaser’s payment method.

6.2 Promotional Items & Bundles

  • Return with Gifts: If your order included a free gift or was part of a "Buy X, Get Y" promotion, the free gift must be returned in its original, unopened condition along with your main item.
  • Value Deduction: If the gift is not returned, the full retail value of the gift item will be deducted from your final refund amount.
  • Threshold Adjustment: If a partial return causes your remaining order value to fall below a "Free Shipping" or "Discount" threshold, the applicable shipping fees or discount difference will be deducted from your refund.