Refund policy

Hai Chai LTD Return Policy

At Hai Chai, we take pride in delivering high-quality tea, coffee, espresso machines, and related products to our customers across the UK. Your satisfaction is our top priority, and while we strive to ensure that every order meets your expectations, we understand that sometimes issues may arise. Below is our detailed return policy to guide you through the process.

Non-Returnable Items: Due to the perishable nature of some of our products, we regret that we cannot accept returns on premix items such as instant coffee or tea blends. This policy helps us ensure that the products you receive are fresh and of the highest quality. However, if you experience any issues with your premix products, such as damage during transit or incorrect items in your order, please don’t hesitate to reach out to us. We’re committed to resolving any concerns and making sure you’re happy with your purchase.

Defective or Faulty Items: If you receive a product that is defective, damaged, or not functioning as expected, we are more than willing to assist with a return or exchange. Please contact us within one week of receiving your order so that we can help resolve the issue. Faulty machines, accessories, or other equipment can be returned or exchanged provided that they are still in their original condition and within the 10-day return window from the date of purchase.

Returns of Functional Items: We are unable to accept returns for items that are in working order and free from defects. Before making a purchase, please carefully review the product details to ensure that you are selecting the item that best suits your needs. If you have any questions before buying, our team is happy to provide recommendations and guidance.

Return & Exchange Process: To initiate a return or exchange, please follow these steps:

  1. Contact us at 07123456789 or email service@haichai.co within 10 days of your purchase or delivery.
  2. Provide your order number, full name, the reason for your return or exchange, and the item(s) and quantity you wish to return.
  3. Once we receive your request, we will provide instructions on how to return the item(s) through the mail.
  4. Please note that items purchased online can only be returned through the mail. We do not offer in-person returns at our office or locations.

Shipping Costs: Unfortunately, we cannot refund shipping charges, except in cases where the return is due to an error on our part (such as incorrect or defective products). The customer is responsible for shipping costs for any returns or exchanges unless otherwise specified by our customer service team.

Timeline for Returns & Refunds: Once we receive your returned items, we will inspect them to ensure they meet our return policy requirements. If approved, a refund or exchange will be processed within 5-7 business days. Refunds will be issued via the original payment method. Please be aware that it may take additional time for your bank or credit card provider to process the refund.

Contact Information: For any questions or concerns regarding your return or exchange, please contact us at:

We are here to help and ensure you have a positive experience with Hai Chai. Thank you for your understanding and support!