Return & Exchange Policy
Last Updated: [2026/3/23]
1. Our Commitment to Quality
Every Yixing Zisha teapot and tea product from ZenLeaf Direct is inspected for quality before shipping.
However, we understand that issues may arise during transit or that a piece may not meet your expectations.
2. Eligibility for Returns & Exchanges
To be eligible for a return or exchange, items must meet the following criteria:
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Timeframe: You must request a return/exchange within [7/14] days of receiving your package.
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Condition: The item must be unused, undamaged, and in its original packaging with all tags/certificates intact.
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Proof of Purchase: A valid order number or receipt is required.
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Video Unboxing: For high-value teapots, we strongly recommend recording an unboxing video. This serves as crucial evidence if the item arrives damaged.
3. Non-Returnable Items
Due to the nature of our products, the following items cannot be returned or exchanged unless defective:
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Custom-Made Teapots: Handcrafted teapots made to your specific specifications (size, clay type, engraving) are final sale.
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Opened Tea Packages: Loose-leaf tea that has been opened or where the seal is broken (for hygiene and freshness reasons).
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Sale/Clearance Items: Items marked as "Final Sale" or purchased during special clearance events.
4. Damaged Items
If your teapot arrives broken or cracked:
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Please contact us via WhatsApp within 24 hours of delivery with photos/videos of the damage and the packaging.
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We will arrange for a full refund or send a replacement immediately at no extra cost to you.
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We will handle the claim with the courier company; you do not need to return the broken pieces unless requested.
5. Return Shipping Costs
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Defective/Wrong Items: ZenLeaf Direct covers all return shipping costs.
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Change of Mind: If you are returning an item simply because you changed your mind, you are responsible for the return shipping costs.
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Original shipping fees are non-refundable unless the return is due to our error.
6. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved, the refund will be processed to your original payment method within [5-10] business days.
Please note that banks may take additional time to post the transaction to your account.
7. How to Initiate a Return
To start a return, please message us on WhatsApp at [+86 19016900753] with your order number and reason for return.
We will provide you with a Return Authorization Number and detailed shipping instructions.
8. How to determine the shipping cost for returns
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.