Returns · Refunds · Order Issues
Return & Refund Policy
This policy explains our 180-day return-request window, return procedures, damaged coffee and tea products, incorrect or incomplete orders, authorized return costs and refund processing.
Return Window
Eligible return requests may be submitted within 180 days after confirmed delivery.
Customers should contact customer support within the applicable return period and provide enough information for the request to be reviewed.
How to Start a Return Request
Before sending anything back, contact customer support.
Provide the order information and explain the reason for the return request.
Return Review
Return requests may be reviewed based on the circumstances of the order and the reason for the request.
If approved, customer support will provide the appropriate next step or return instructions.
Return Condition
Where relevant, items should remain in a condition that allows the return request to be reasonably reviewed.
Depending on the issue, we may request:
- Order information.
- Product photographs.
- Packaging photographs.
- A clear explanation of the issue.
- Other relevant information needed to review the request.
Broken Glass Products
If a glass French press, glass teapot, pour-over set, cold brew pitcher, glass infuser mug or another glass product arrives broken, contact customer support.
Photos of the item and packaging may help us review the delivery condition.
Cracked Ceramic Products
If a ceramic dripper, latte mug, tea-for-one set or another ceramic product arrives cracked or damaged, contact customer support with the order information.
Damaged Metal Products
If a stainless-steel kettle, tamper, distributor or another metal product arrives damaged, contact customer support and provide the relevant order details.
Defective Electrical Products
If an electric frother, digital coffee scale or another electrical product appears defective or does not function as expected, contact customer support and describe the issue clearly.
Incorrect Products
If the product received does not match the item ordered, contact customer support.
Identify the product received and provide photographs where helpful.
Incomplete Orders
If part of an order appears missing, review available tracking information first, as some orders may arrive in separate packages.
Contact customer support if the order still appears incomplete.
Authorized Return Costs
For eligible authorized returns involving damaged, defective, incorrect or incomplete items, a prepaid return method or approved reimbursement may be provided where applicable.
Customers should not arrange an unsupported return method without reviewing approved instructions first.
Business Address Is Not Automatically a Return Address
The business address displayed on tervinna.com is provided for company identification.
It should not automatically be treated as a product-return warehouse or return destination.
Unapproved Returns
Do not send products back without first contacting customer support.
A return sent to an incorrect or unapproved location may be delayed or may not be processed correctly.
Refund Approval
Once a return or other refund request has been reviewed and approved, refund processing can begin.
Refund Processing Time
Approved refunds are generally processed within 5–10 business days after approval.
Original Payment Method
Approved refunds are generally issued to the original payment method used for the order.
Another method may be used where required by law or specifically agreed for an individual case.
Payment Provider Posting Time
After a refund is processed, the customer's bank, card issuer or payment provider may require additional time before the refund appears.
Exchanges
Where appropriate, customer support may discuss an exchange or another available resolution.
Exchanges are not guaranteed for every request and may depend on product availability and the circumstances of the order.
Replacements
For certain order issues, customer support may discuss a replacement where appropriate.
Replacement availability is not guaranteed.
Order Cancellation
If you want to cancel an order, contact customer support as soon as possible.
Cancellation cannot be guaranteed once processing or fulfillment has begun.
Order Changes
If you need to change an order, contact us as soon as possible.
Changes cannot be guaranteed once the order has entered processing or fulfillment.
Mandatory Consumer Rights
Nothing in this Return & Refund Policy is intended to limit or exclude rights that cannot lawfully be excluded under applicable consumer-protection laws.
Return & Refund Support
Email: service@tervinna.com
Phone: +86 130 7364 2687
Customer Service Hours: 8:00 AM – 10:00 PM Daily