Returns, Exchange & Refund Policy
Effective Date: August 10, 2026
At Honestea & Co. (operated by Honestea (M) Sdn Bhd), we take immense pride in the quality and craftsmanship of our products. If you experience an issue with your order, we are here to assist. Please review our policy governing returns, exchanges, and cancellations.
1. Order Cancellation Prior to Dispatch
We process orders promptly to ensure quick delivery.
Cancellation Request Window: If you wish to cancel an order, you must notify us via email within 12 hours of order placement or prior to shipment dispatch (whichever comes first).
Refund on Cancellation: Orders canceled prior to shipping fulfillment will receive a full refund via the original payment channel without incurring processing fees.
Post-Dispatch Orders: Once an order has been fulfilled or handed to our courier partners, it can no longer be canceled as a pre-dispatch order and will fall under our standard return conditions.
2. Return & Exchange Eligibility
Due to safety and food hygiene regulations, all consumable teas, beverages, and perishable items sold on honestea.co are strictly non-returnable and non-refundable once opened or unsealed.
Returns or exchanges are strictly evaluated under the following valid conditions:
Damaged or Defective Items: Products arriving damaged, compromised, or containing manufacturing defects.
Incorrect Fulfillment: Receiving a product that does not match your confirmed order summary (wrong product type, wrong size, or missing components).
Failed Courier Delivery: Orders returned to us due to courier fulfillment errors.
Note: Returns and exchanges apply solely to orders made directly through the official Honestea & Co. website. Purchases made through authorized stockists, third-party marketplaces, or retail partners must follow those respective platforms’ return channels.
3. Reporting Window & Return Requirements
To qualify for a return or replacement, your request must meet the following criteria:
7-Day Reporting Window: You must contact customer support within 7 calendar days upon receiving your parcel (based on courier delivery tracking records).
Proof of Purchase: You must supply your original order invoice or order confirmation number.
Product Condition: Returned non-consumable items or tea tools must remain in unused, original condition, complete with initial packaging, tags, protective seals, and any complimentary promotional gifts included with the order.
Secure Packaging: Items must be packed securely in appropriate outer packaging to protect the product against transit damage during return shipping.
4. How to Initiate a Return
To ensure your return is processed efficiently, please follow our structured procedure:
Submit Your Request: Email our team at [email protected] with the following details:
Order Confirmation Number
Clear photographs or video evidence of the defective, damaged, or incorrect item and parcel outer packaging
A brief explanation detailing the issue
Shipping Instructions: Upon review and approval of your return request, our team will provide specific return documentation or issue a return consignment note.
Authorized Shipping: Please do not send parcels back on your own initiative or via express services without prior authorization, as unauthorized shipping costs will not be reimbursed.
5. Return Shipping Costs & Exceptions
Our Responsibility: If the return is caused by a damaged item, manufacturing defect, or fulfillment error on our part, Honestea & Co. will arrange or cover the return shipping costs.
Exceptions & Exclusions: Change-of-mind returns, subjective taste preferences, opened consumable products, items damaged due to customer handling, or merchandise altered post-delivery are non-returnable. Original shipping fees and delivery charges paid during checkout are non-refundable.
6. Refund Processing & Timelines
Once your returned parcel reaches our facility, it undergoes visual inspection and quality verification. Upon confirmation that the returned item fulfills our policy standards:
Online Bank Transfers (FPX): Refunds will be transferred directly to your designated local bank account within 3 to 5 business days.
Credit / Debit Cards: Refund requests are submitted immediately to our payment gateway provider. Card issuing banks typically reflect the credited amount within 5 to 10 business days, subject to your bank’s processing schedule.
Promotional Adjustments: If your order included promotional bundle pricing or volume discounts, the refund calculation will reflect the net amount paid for the specific affected item.
7. Customer Support
Our team is dedicated to providing a fair and seamless experience. If you have questions regarding an existing order or need help with a return, please reach out to us:
Email: [email protected]
Operating Hours: Monday to Friday, 10:00 AM – 6:00 PM (GMT+8)
Mailing Address: Honestea (M) Sdn Bhd
38, 3rd Floor, Jalan Radin Anum,
Bandar Baru Sri Petaling,
57000 Kuala Lumpur, Malaysia.