Returns Policy

Last updated: 26 August 2026

At Leaf & Kettle, we want you to be happy with your order. If something isn't right, please contact us and we'll do our best to resolve it quickly.

This policy explains how cancellations, returns and refunds are handled. Nothing in this policy affects your statutory rights under UK consumer law.

1. Changing Your Mind

For most products purchased online, you have the right to change your mind and cancel your order within 14 days of receiving your goods.

You do not need to provide a reason for cancelling.

To tell us you wish to cancel, email:

tea@leafkettle.co.uk

Please include your order number where possible.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

2. Tea, Food & Consumable Products

Because Leaf & Kettle sells tea and other consumable products, different return rules may apply to some items.

Where a tea or food product is supplied sealed for health or hygiene protection, the statutory change-of-mind cancellation right may no longer apply once that seal has been broken if the product is then unsuitable for return for health or hygiene reasons.

Products that are liable to deteriorate or expire rapidly may also be excluded from the normal change-of-mind cancellation right.

Therefore, please do not open a sealed tea or food product if you think you may wish to return it.

This does not affect your rights if a product is faulty, damaged, unsafe, contaminated or not as described.

3. Teaware, Gifts & Other Non-Food Products

Unused teaware, gifts and other eligible non-food products can normally be returned under your statutory cancellation rights.

Please take reasonable care of products while they are in your possession.

You are entitled to inspect a product in the same way you reasonably could in a shop. However, where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the product and reduces its value, we may make an appropriate deduction from the refund where permitted by law.

4. Faulty, Damaged or Incorrect Products

If your order arrives:

damaged;
faulty;
unsafe;
not as described; or
different from what you ordered,

please contact us as soon as reasonably possible at:

tea@leafkettle.co.uk

Please include your order number and details of the problem. Photographs of the item and packaging can be helpful, particularly where an item has been damaged during delivery.

Goods sold by Leaf & Kettle must meet the standards required by UK consumer law, including being of satisfactory quality, fit for purpose where applicable and as described.

Depending on the circumstances and your statutory rights, we may offer an appropriate remedy such as a refund, replacement, repair or price reduction.

Our restrictions on change-of-mind returns for opened tea or food products do not restrict these statutory rights.

5. Returning Products

Please contact us before returning an item so that we can provide the appropriate return instructions.

For change-of-mind returns, products should be returned with their original packaging where reasonably possible and with any accessories or components supplied with them.

Unless the goods are faulty, damaged, misdescribed or we agree otherwise, you are normally responsible for the direct cost of returning goods when exercising a change-of-mind cancellation.

We recommend obtaining proof of postage when returning an item.

6. Return Shipping for Faulty Products

Where goods are faulty, damaged, misdescribed or otherwise fail to meet your statutory rights, we will arrange or reimburse reasonable return costs where we are legally responsible for those costs.

Please contact us before sending the product so we can advise you on the appropriate return method.

7. Refunds

Once a return has been received, we will inspect it where appropriate and process any refund due.

Where you validly cancel an online purchase under your statutory cancellation rights, we will refund:

the price paid for the eligible returned goods; and
the cost of our least expensive standard delivery option, where required by law.

If you chose a more expensive delivery service, such as Express Delivery, we are not required to refund the additional amount above our standard delivery charge.

Refunds will normally be made using the original payment method unless otherwise agreed.

We will process statutory cancellation refunds within the applicable legal time limits. For returned goods, this is generally within 14 days of receiving the goods back or receiving evidence that they have been sent back, whichever occurs first where applicable.

Your bank or payment provider may take additional time to show the refund in your account.

8. Exchanges

We do not currently operate a general exchange service.

If you would like a different product, the simplest option is normally to return the eligible item for a refund and place a new order.

If an item is faulty, damaged or incorrect, please contact us rather than placing another order.

9. Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible:

tea@leafkettle.co.uk

If we're able to stop the order before dispatch, we'll cancel it and process the appropriate refund.

If the order has already entered the dispatch process, we may be unable to stop it. Your statutory cancellation rights will still apply where the product is eligible for cancellation.

10. Personalised Products

Products made to your specifications or clearly personalised may not qualify for the usual change-of-mind cancellation right.

This will be made clear on the relevant product page where applicable.

This exception does not affect your rights if the product is faulty or not as described.

11. Gifts

If an item was purchased as a gift, refunds will normally be made to the original payment method used by the purchaser.

Where appropriate, please provide the original order number or other proof of purchase when contacting us.

12. Proof of Purchase

We may ask for reasonable proof that the product was purchased from Leaf & Kettle before processing a return, replacement or refund.

This might include an order confirmation, order number or other evidence of purchase. UK businesses are permitted to request proof of purchase when dealing with returns.

13. Your Statutory Rights

Nothing in this Returns & Refunds Policy excludes, restricts or replaces your rights under UK consumer law.

In particular, exclusions relating to change-of-mind returns do not remove your rights where goods are faulty, unsafe, damaged or not as described. Businesses cannot contract out of those statutory protections.