Return & Exchange Policy
Thank you for choosing Rock Tea.Artisa.Thé De Roche
We are committed to delivering the highest quality artisanal tea. Because our products are consumable goods, we have established the following policy to ensure safety, quality, and clarity for all our tea lovers.
1. Returns and Exchanges
Due to the nature of our tea products, which are sensitive to storage conditions such as humidity, temperature, and light, we have the following guidelines:
Non-Quality Returns: Once the original packaging has been opened, we cannot accept returns for reasons of personal preference.
Quality Issues: If you receive a product that is damaged (e.g., vacuum seal compromised, leading to spoilage) or if you received the incorrect item, please contact us within 48 hours of delivery. Please provide photos or a short video of the issue. Upon verification, we will be happy to offer a full refund or a complimentary replacement.
2. Taste Satisfaction
Tea is an artisanal product with nuanced flavor profiles that can vary based on brewing methods (water temperature, water quality, and tea-to-water ratio). While taste is subjective and not a basis for returns, we want you to enjoy every cup. If you find the flavor unexpected, please reach out to us! We are happy to provide personalized brewing tips to help you get the best experience from your tea.
3. How to Process a Return
If your item is eligible for a return due to a quality issue, please follow these steps:
Email Us: Contact us at liwei.rocktea@gmail.com with your order number, a description of the issue, and supporting photos.
Review: Our team will review your request within 24–48 hours.
Return Shipping: If a return is approved, we will provide instructions for shipping. Shipping costs for returns due to product defects are covered by Thé De Roche. For any other authorized returns, the customer is responsible for return shipping costs.
Refunds: Once the returned item is received, a refund will be processed to your original payment method within 5–7 business days.
4. Shipping Information
Shipping Areas: We currently ship to Canada, the United States, and International.
Processing Time: Orders are typically processed and shipped within 1-2 business days. You will receive a tracking number via email as soon as your package ships.
Address Accuracy: Please ensure your shipping address is correct at checkout. We are not responsible for delivery delays or failures caused by incorrect address information provided by the customer. Thank you!
International Orders (Outside Canada and the USA):
For orders shipped to countries outside of Canada and the United States, please note that return shipping costs for defective items will be handled on a case-by-case basis. Due to the high cost of international shipping, we strongly recommend inspecting your package upon arrival. We are committed to ensuring your satisfaction and will work with you to resolve any quality issues.
If any question, please contact us by email liwei.rocktea@gmail.com(also shown on website home page). Our tea boutique
Thé De Roche is located on 1623 Rue Atateken Montreal CA H2L3L4. Welcome visit us !