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Orgaia® Returns & Refunds
Sometimes it’s just not happening. Sometimes the mail just hasn’t delivered.
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Sometimes things can go wrong. Or, we just change our minds. That’s okay! In an ideal world, everyone would love to keep or have our Organic teas. But we’re human (for now)! In the 21st century, it’s more important that ever to look after our finances. Let’s keep reading below to answer those questions about how we protect you (and our business) when it comes to returns and getting your money back.
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Returns & Refunds
Let’s be clear. The legal-lingo makes things easier to understand. Boring? Yes. But it shows transparent policies you can trust. Let’s begin.
1. Introduction
This Returns & Refunds Policy explains the procedures for returning products purchased through ORGAIA®, a brand owned and operated by Rainforest LTD®.
Rainforest LTD aims to ensure customers receive high-quality products and fair treatment when returns or refunds are required.
The process for returns depends on where the purchase was made.
2. Purchases Made Through Amazon
At present, ORGAIA® products are sold through the “Orgaia by Rainforest LTD” Amazon storefront.
When products are purchased through Amazon:
- Amazon processes the payment
- Amazon fulfils the order
- Amazon manages delivery
- Amazon handles returns and refunds
Customers wishing to return a product purchased through Amazon must follow Amazon’s returns process through their Amazon account.
Amazon’s policies regarding refunds, replacements, and eligibility for returns apply to these orders.
For more information, please refer to Amazon’s help pages and account order management system.
3. Future Purchases Made Through Orgaia.co.uk
In the future, customers may be able to purchase products directly through Orgaia.co.uk.
When direct purchases become available, the following return procedures will apply.
4. Right to Cancel (Consumer Contracts Regulations)
Under the Consumer Contracts Regulations 2013, customers purchasing products online normally have the right to cancel their order within 14 days of receiving the goods.
To exercise this right, customers must inform Rainforest LTD of their decision to cancel within the 14-day period.
Customers may do this by contacting:
Once cancellation is confirmed, products must be returned within 14 days.
5. Condition of Returned Items
Returned items must:
- be unused
- be unopened
- remain in their original packaging
- be in a resalable condition
Customers are responsible for taking reasonable care of products while they are in their possession.
Rainforest LTD reserves the right to reduce refunds where returned items show signs of handling beyond what is necessary to inspect the product.
6. Food Product Exceptions
Due to hygiene and safety reasons, certain products may not be eligible for return.
This includes:
- opened tea boxes
- opened tea bags
- products where packaging has been broken or tampered with
These restrictions are permitted under consumer protection regulations for perishable or hygiene-sensitive goods.
This does not affect a customer’s rights where products are faulty, damaged, or not as described.
7. Damaged or Incorrect Products
If a product arrives damaged, defective, or incorrect, customers should contact us as soon as possible.
Please include:
- order number
- description of the issue
- photographs where possible
Rainforest LTD will investigate and may offer:
- a replacement product
- a refund
- or another appropriate resolution.
8. Refund Processing
Where a refund is approved, it will be processed using the same payment method used for the original purchase.
Refunds will normally be issued within 14 days after:
- returned goods are received, or
- evidence of return shipment is provided.
Where a replacement product is issued, refunds may not apply.
9. Return Shipping Costs
Unless a product is faulty, damaged, or incorrect, customers are responsible for the cost of returning products.
Rainforest LTD recommends using a tracked postal service when returning items.
10. Refused or Ineligible Returns
Rainforest LTD reserves the right to refuse returns where:
- items have been opened or used
- products are not returned within the permitted timeframe
- products are returned in an unsatisfactory condition
Where a return is refused, the product may be returned to the customer.
11. Fraud Prevention
Rainforest LTD reserves the right to refuse refunds or returns where fraudulent activity or abuse of the returns process is suspected.
Where necessary, suspicious activity may be reported to payment providers or relevant authorities.
12. Contact Information
For returns or refund enquiries please contact:
Postal correspondence may be sent to:
Rainforest LTD
1–2 Basford House
Derby Road
Heanor
Derbyshire
DE75 7QL
United Kingdom
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