Refund policy

At PUER.COM.SG, we take great care in the selection, storage, packing, and dispatch of our teas and tea wares. Due to the nature of our products, we do not offer refunds for change of mind, preference, or subjective reasons after purchase.

1. No Refund Policy

All sales are final.

We do not provide refunds for:

  • change of mind;
  • taste preference;
  • personal expectation;
  • opened or used products;
  • sale items;
  • gift cards;
  • pre-order items;
  • special indent items;
  • specially sourced items;
  • reserved collector items;
  • custom-order items.

2. Exchange Requests

We may, at our sole discretion, consider an exchange only if:

  • the item is unopened;
  • the item is unused;
  • the item remains in its original packaging;
  • the item is still in retail-resell condition;
  • the exchange request is submitted and approved by us before the item is returned.

Approval of any exchange request is entirely at our discretion.

3. Exchange Fee

For any approved exchange, a 20% handling and restocking fee will apply, calculated based on the original purchase price of the item.

Original shipping charges are non-refundable. Any additional shipping cost for the exchange will be borne by the customer.

4. Tea, Teaware, and Product Condition

For hygiene, storage, and product integrity reasons, we do not accept exchange or return of any item that has been:

  • opened;
  • used;
  • brewed;
  • damaged after delivery;
  • tampered with;
  • returned without original packaging;
  • returned in a condition no longer suitable for retail resale.

This applies especially to tea leaves, tea cakes, tea bricks, tasting sets, tea ware, and other sensitive or collectible items.

5. Pre-Order / Special Indent / Reserved / Specially Sourced Items

For pre-order, special indent, specially sourced, reserved collector, or custom-order items:

  • a deposit or full payment may be required;
  • any deposit paid is strictly non-refundable if the customer cancels;
  • once the order has been confirmed, reserved, allocated, or placed with the supplier, maker, workshop, or source, the order is treated as a committed purchase;
  • such orders are generally non-cancellable, non-returnable, and non-refundable.

6. Damaged or Wrong Items

If you receive an item that is damaged in transit, defective, or incorrect, please contact us within 3 days of delivery with:

  • your order number;
  • clear photos of the item;
  • photos of the packaging;
  • a brief explanation of the issue.

We will review the case and, if appropriate, offer a replacement, exchange, store credit, or other resolution at our discretion.

7. Return of Approved Exchange

Do not send any item back without our prior written approval.

If your exchange request is approved, the item must be returned to:

Old Village PuEr Pte Ltd
1003 Toa Payoh Industrial Park #07-1503
Singapore 319075
Email: enjoy@puer.com.sg

Customers are responsible for return shipping costs. We strongly recommend using a trackable shipping service for any approved return parcel.

8. Contact

For any exchange or product issue, please contact:

Email: enjoy@puer.com.sg
WhatsApp: +65 8110 8189