Return and Exchange Policy

Last Update: 29/05/2025

At Sora Tea & Coffee, we are committed to providing our customers with the best shopping experience. If you are not satisfied with your purchased beverages, you may benefit from our Return and Exchange terms as per the conditions outlined below:

1.General Conditions for Return and Exchange

Customers are entitled to request a return or exchange of goods only in the cases outlined below.

Customers must submit the requests for return or exchange within [7] days from the date the product was received.
The goods must be in their original condition — unopened and unused (Unless there is a defect in the product).
Products that involve food materials that may be subject to damage after opening the package or being used, are not returned nor exchanged.

2.Cases Eligible for Return or Exchange

Goods may be returned or exchanged under the following circumstances:

Product Defects: If the item has a clear defect at receipt, such as damaged packing or leakage.
Incorrect Product Shipped: If the item received differs from the item ordered (due to a mistake by the store).

Sealed products—such as unopened coffee containers or tea sachets—may only be returned or exchanged if they are unused, unopened, and in their original, intact packaging.

3.Cases Not Eligible for Return or Exchange

Returns or exchanges are not permitted under the following conditions:

Used or Opened Items: Any item that has been used or altered from its original condition is not eligible for return or exchange.
Perishable goods—such as ground coffee, tea, or any other food products that have been opened or used—are not eligible for return or exchange under any circumstances.
Returns Beyond the Applicable Period:
return any product beyond the designated return or exchange period (i.e., after [7] days from the date of receipt) shall not be accepted.

4.How to Submit a Return or Exchange Request

To initiate a return or exchange request, kindly follow the following steps:

Contact Us: Customers should reach out to our Customer Service Team via email or phone within the eligible return/exchange period.
Provide Order Details: Customers should provide the order number and a photo of the product showing any defect or discrepancy, if applicable.
Re-Shipping: If the return or exchange request is approved, the customer must return the product to the address provided in our instructions.

5.Refund Process

If a product is returned and meets all conditions outlined in this policy, a refund will be made to the customer via the same payment method used at the time of purchase.
Please allow 7 to 14 business days for the refund to be processed and reflected in the customer’s account, as per the payment policies of each payment method. Time may vary depending on the payment provider and banking institution.

6.Shipping Costs

The customer bears the cost of return shipping, except in cases where the return or exchange is a result of default by the store (e.g., incorrect item shipped or product defect).
In cases of store default, the store shall incur the shipping costs associated with the return or exchange.

7.Amendments to This Policy

We reserve the right to amend this Return and Exchange Policy at any time to reflect our operational needs or comply with amendments in local laws and regulations. Any such amendments shall be published to this page with the date of such new update; Customers shall be deemed aware of such amendments upon their use of the website after publishing such amendments.