Refund policy

This policy applies to purchases made by consumers from Mistéa, operated by C. & S. Mistea Trading Ltd. Business and wholesale purchases are handled separately. Nothing here limits your statutory consumer rights.

If you change your mind

For eligible online purchases, you have 14 days to tell us you wish to cancel, without giving a reason. This is your statutory right of withdrawal. The period starts the day after you, or someone you nominate other than the carrier, receives the goods. If one order arrives in separate deliveries, it starts after the last item arrives. Any extension required by law still applies.

Email contact@mistea.cy, or write to the address below, with a clear statement that you wish to withdraw. Your name and order number, or other purchase details, help us identify the order. You can use the optional form below, but you do not have to. Send your notice before the deadline; you do not need our approval to exercise this right.

We do not offer an additional change-of-mind returns period beyond your legal rights. Discounted products have the same statutory rights as full-price products.

Tea and opened packaging

Unopened tea and herbal infusions are not excluded from returns simply because they are food.

We do not accept change-of-mind returns of tea or infusions where a genuine health or hygiene seal has been broken after delivery and the product is no longer suitable for return for health or hygiene reasons.

  • For Mistéa's heat-sealed loose-leaf pouches, the relevant seal is the heat seal protecting the tea, not the resealable zip beneath it.
  • For cartons and caddies containing a sealed inner tea bag, the relevant seal is on that inner bag. Opening the outer carton or caddy alone does not remove your right to withdraw while the inner seal remains intact.

This exception does not exclude teaware, an entire gift set merely because it contains tea, or claims about faulty, damaged, incorrect or misdescribed goods. If a seal was already broken when your order arrived, please contact us under “If something is wrong with your order” below.

Sending an eligible return

Send the goods back without undue delay and within 14 days after telling us you are withdrawing. Keep evidence of posting. Return them to:

Mistéa — C. & S. Mistea Trading Ltd
Themistokleus 33a
Limassol, 3050
Cyprus

You pay the direct return-postage cost for a change-of-mind return, unless we agree otherwise or did not inform you of this before purchase. Necessary return costs for faulty or incorrect goods are our responsibility.

Please handle products carefully, return their supplied containers and accessories, and pack them securely. You may inspect goods as necessary to establish their nature, characteristics and functioning. Where the law permits, we may deduct an actual loss in value caused by handling beyond that inspection. We will explain any deduction. We do not charge a flat restocking fee or reject a return solely because the outer packaging was opened. No deduction applies if we failed to provide the required withdrawal information.

Refunds after a change of mind

We reimburse you without undue delay and within 14 days after receiving your withdrawal notice. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or you provide evidence that you have sent them back, whichever happens first.

For withdrawal from the whole order, the refund includes the cost of our least-expensive standard delivery option. Any extra cost of a more expensive delivery option you chose is not refundable. Permitted deductions for diminished value are explained above.

We use your original payment method unless you expressly agree otherwise, and we do not charge a refund fee or require you to accept store credit.

If something is wrong with your order

If an item arrives damaged, is incorrect, faulty or not as described, email contact@mistea.cy as soon as reasonably possible. Please include purchase details and a description of the problem; photographs and batch details are helpful where available. Do not consume a product you believe may be unsafe.

Your rights are not lost merely because you opened the product to discover the problem or no longer have its original packaging. There is no 48-hour cutoff in this policy, and the change-of-mind deadline and hygiene exception do not limit your statutory rights for these problems.

We will provide the remedy required by law, which may be repair, replacement, a price reduction or a refund. We cannot require replacement where you are legally entitled to a refund. Necessary return costs are covered by us; contact us so we can arrange the appropriate return or collection. The change-of-mind refund timetable above is separate from the statutory rules for faulty goods.

Optional withdrawal form

Complete and send this only if you wish to withdraw. You may instead send any other clear withdrawal statement.

To: Mistéa — C. & S. Mistea Trading Ltd, Themistokleus 33a, Limassol, 3050, Cyprus; contact@mistea.cy

I/We (*) give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods:

  • Goods:
  • Ordered on (*) / received on (*):
  • Consumer name(s):
  • Consumer address(es):
  • Signature(s), only if sent on paper:
  • Date:

(*) Delete as appropriate.