POLICIES
Returns & Refunds
At LONG TEA, we want every order to arrive in good condition and match what you purchased.
If there is a problem with your order, please contact us as soon as reasonably possible and provide your order number so our team can review the issue.
Return Eligibility
Return and refund requests are reviewed on a case-by-case basis.
Where applicable, products should generally be unused, unopened and kept in their original packaging. Please keep your order information and any relevant packaging until your request has been reviewed.
Eligibility may depend on the condition of the product and the reason for the request.
Damaged or Incorrect Items
If your order arrives damaged, defective or different from what you ordered, please contact LONG TEA and provide:
• Your order number
• A brief description of the issue
• Clear photos of the product and packaging, where relevant
Once the issue has been reviewed, we may offer an appropriate solution such as a replacement or refund.
Refund Process
If a refund is approved, we will arrange the refund using an appropriate method based on the original payment method and the circumstances of the order.
For online payments, the time required for the refunded amount to appear may depend on the payment provider or bank.
For Cash on Delivery orders, our team may contact you to arrange the appropriate refund method.
Non-Returnable Situations
We may be unable to accept a return or refund request where:
• The product has been consumed or substantially used
• The product was damaged after delivery
• The request is based only on personal taste or preference
• The product or packaging has been intentionally altered
• Sufficient information cannot be provided to verify the order or issue
This does not affect requests involving verified damaged, defective or incorrectly supplied products.
Contact Us
support@longtea.my