Claims, Returns and Warranty Policy

1. Complaints Procedure

If you discover a defect in the purchased goods, please notify us without undue delay by e-mail at
tea@ya-cha.eu
or by sending the goods to our return address.

When making a complaint, please include:

• Your contact details
• Order number / proof of purchase
• Description of the defect
• Your preferred way of resolving the complaint (repair, replacement, refund)

The goods should be returned in suitable packaging to prevent damage during transport, complete and clean.

We will confirm receipt of your complaint and inform you of the handling. All complaints are resolved without undue delay, no later than 30 days from submission, unless agreed otherwise. If the complaint is justified, we will reimburse you for reasonable return postage costs.

2. Right of Withdrawal (Returns)

As a consumer, you have the right to withdraw from the contract without giving any reason within 14 days from the day you or a third party (other than the carrier) receives the goods.

To exercise this right, notify us by e-mail within 14 days at
tea@ya-cha.eu.
You may use the model withdrawal form (Annex below), but it is not mandatory.

You must then return the goods within 14 days of sending your withdrawal notice to:

Vadim Nečiporenko – Ya Cha
Prokopka 176/2
190 00 Praha 9 – Vysočany
Czech Republic

Return costs: borne by the customer, unless otherwise agreed.

Refunds: We will refund the purchase price and the cost of the least expensive offered delivery option within 14 days of your withdrawal notice. We may withhold the refund until we receive the goods back or you provide proof of having sent them. Refunds are issued by the same payment method unless agreed otherwise.

Diminished value: You are responsible for any reduction in value caused by handling the goods beyond what is necessary to establish their nature and functionality.

Exceptions: You cannot withdraw from contracts for goods which are sealed and not suitable for return for health or hygiene reasons if unsealed after delivery (e.g., opened packs of tea), or for goods liable to deteriorate or expire rapidly.

3. Warranty Information

All goods are covered by the statutory period of liability for defects of 24 months from delivery, unless a shorter shelf life (“best before” date) is stated for food products.

Within the first 12 months, it is presumed that a defect discovered already existed at delivery, unless proved otherwise.

If a defect arises during this period, you are entitled to:

• Repair of the product, or
• Replacement with a new item, or
• Reasonable price reduction, or
• Withdrawal from the contract (if the defect is substantial)

The warranty does not cover defects caused by improper use, lack of care, or normal wear and tear. For food (tea), the warranty applies until the “best before” date shown on the packaging.

Annex: Model Withdrawal Form

To: Vadim Nečiporenko – Ya Cha
Generála Janouška 901/13
198 00 Praha 9 – Czech Republic
E-mail: tea@ya-cha.eu

I hereby notify that I withdraw from my contract of sale for the following goods:

— Ordered on / received on: 
— Order number: 
— Consumer’s name: 
— Consumer’s address: 
— Consumer’s e-mail / phone: 
— Date: 
— Signature (if sent on paper):