Return and replacement Policy

[Ludwig-1954]

For buyers of tea-toys online, one major disappointment is, when
an item arrives damaged in transit.
Rough handling, insenstive opening of packages by Customs and Tax
Officials can ruin the efforts of even the very best packaging.

A good, no hassle return or replacement policy can relieve the "pain"
and is a distinct USP fr any quality consciuos company.

Perhaps other Members would like to share their experiences, positive and/or negative with their online-stores and help relieve future
disappointments.

My own commendaion so far ist yunnansourcing.com. It provided a replacement for a damaged teapot within 2 weeks. From China to Switzerland. No problem, no hassle, no questions.
Far better service fom China than anything I have ever seen in Switzerland, supposedly the worlds "quality capital" .

Keep up the good work, Scott, and thank you

Patrick B. Ludwig

[TIM]

As a vendor myself. Return/Replace policy is important. If the teaware is broken on delivery due to careless packaging or shipping rough handling, the item should be fully refunded or replace. Shipping insurance is a must.

~ Tim

[betta]

As a vendor myself. Return/Replace policy is important. If the teaware is broken on delivery due to careless packaging or shipping rough handling, the item should be fully refunded or replace. Shipping insurance is a must.

~ Tim

Shipping insurance is nice to have, but has no real protection in my cases.
Even if you buy insurance, once the item is broken, even the post or any other couriers, will try to deny that the item is broken during shipment.

Instead they blame it on anything like improper packaging, damaged item before they pick up the item, not enough protecting material, not using carton from their expedition, etc.... other than taking the responsibility to refund the customer.
At the end, who can proof that the item was initially fine?
That happened to me many times with international couriers.
Complaints will end up unresolved after months.

[auhckw]

I just checked with our local POS Malaysia insurance few days ago. Here are the findings.

For every MYR 100 (USD 35.80) value declared, Insurance to pay is MYR 1 (USD 0.35)

Then a MYR 5 (USD 1.78) service charge will be charged on top of whatever value declared.

Does not cover fragile item if broken.

If item is lost, takes up to 6 months before the insured amount may release.

[Chajin]

I've ordered items from all over the world, some of them quite delicate, and so far have never had any problem (I have a glass item on the way right now, so fingers crossed). But when it's a one of a kind item... I dunno. I suppose a refund would be the only way you could really deal with damage.

[tingjunkie]

Or how about when a vendor lists a pot at 80ml, and it turns out to be 112ml? (Don't worry auhckw, it's not the lovely pot I just bought from you!)

Seriously Yixing vendors... splurge on your business and buy a damn $3 measuring cup! How hard is that? I can understand if a pot is 10ml off in the description, but 30ml+ off? On a pot that's supposed to be 80ml, that's more than a 40% difference. How about you refund 40% of what I paid, and we'll call it even?

Sorry for the rant, but mistakes/misrepresentations caused by nothing other than sheer laziness really annoy me.

[AdamMY]

Or how about when a vendor lists a pot at 80ml, and it turns out to be 112ml? (Don't worry auhckw, it's not the lovely pot I just bought from you!)

Seriously Yixing vendors... splurge on your business and buy a damn $3 measuring cup! How hard is that? I can understand if a pot is 10ml off in the description, but 30ml+ off? On a pot that's supposed to be 80ml, that's more than a 40% difference. How about you refund 40% of what I paid, and we'll call it even?

Sorry for the rant, but mistakes/misrepresentations caused by nothing other than sheer laziness really annoy me.

I may be wrong, and it is still somewhat confusing, but don't some people think of teapot volumes as the volume of tea they expect to come out of the pot when brewing, not the actual volume of the empty pot? That could be part of the answer. I am not saying I agree with that, especially as everyone packs the pot differently, so the volume given should be the volume of the empty pot.

[tingjunkie]

I may be wrong, and it is still somewhat confusing, but don't some people think of teapot volumes as the volume of tea they expect to come out of the pot when brewing, not the actual volume of the empty pot? That could be part of the answer. I am not saying I agree with that, especially as everyone packs the pot differently, so the volume given should be the volume of the empty pot.

You might be right indeed Adam, but as you pointed out, depending on what tea you are using the pot for, and what style you are drinking in, you will get very different volumes of tea. I use 50ml pots for traditional kung fu (chiu jao) style preparation of high fire TGY, and because the pot is stuffed full of tightly rolled leaf, that might yield only 30ml of tea. For young raw puerh, on the other hand, I might use a 100ml pot, fill it 1/3 full of large long leaves, and this will yield 90ml of tea. Those two styles would be a difference of 30% in terms of tea for pot volume. Common sense should dictate that pots would be measured before any leaves are added, but alas, sense is not so common these days.

[Ambrose]

Eeeek I had two pots come to me less than listed. It's definitely annoying! The last one was perfectly measured though