Refund policy

1. GENERAL TERMS

Purchases from Charmaro are subject to the following return and exchange policy terms. This policy applies to all purchases made through our online store. By placing an order, you agree to these terms.

2. RETURNS & ELIGIBILITY

We offer a 7-day return policy, which means you have 7 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging.

  • Eligible Merchandise: Includes teaware (gaiwans, cups, pots), tea accessories, and brew tools. Items must be in sellable condition with all instructions and packaging materials intact.

  • Ineligible Merchandise (Non-Returnable): To ensure quality and safety, all consumable products—including loose-leaf tea, blended tea and tea samples—are final sale.

  • Other Ineligible Items: Custom products, personalized items, sale items, and gift cards.

3. HOW TO INITIATE A RETURN

To start a return, you must contact our support team at hello@charmaro.com within the 7-day window.

  • Return Address: 433 Hornby St, BC V6C 2Y2, Canada.

  • Return Shipping: Submit a request through your account's order history. If your return is accepted, we will provide a return shipping label and instructions. Items sent back without prior authorization will not be accepted.

  • Note: A flat fee for the return label will be deducted from your credit or refund.

4. DAMAGE, DEFECTS, AND INCORRECT ITEMS

Please inspect your order immediately upon reception. If an item is defective, damaged in transit, or if you receive the wrong item, contact us at support@charmaro.com within 7 days of delivery.

  • For verified defects or damages, we will provide a replacement or a full refund.

  • Please include detailed photos of the damage and the original packaging to expedite the process.

5. EXCHANGES

The most efficient way to ensure you get the item you want is to return the item you have within 7 days. Once the return is accepted, please make a separate purchase for the new item.

6. REFUNDS & STORE CREDIT

We will notify you once we’ve received and inspected your return.

  • Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Delays: If more than 15 business days have passed since approval and you have not seen the credit, please contact us at hello@charmaro.com.

7. LIMITATIONS OF LIABILITY

Charmaro is not responsible for:

  • Packages marked as "Delivered" by the carrier but not received by the customer (please report within 7 days).

  • Failed deliveries due to incorrect address details provided at checkout.

  • Cosmetic damage on bulk orders (5+ of a single item) incurred during transit.