Returns & Refunds

At KettleVia, we want every tea and coffee ritual to arrive as intended. The following policy applies to orders sold by JTB Meridian Commerce LLC through kettlevia.com.

30-day return window

Request a return within 30 days after the carrier marks your order delivered. Items must be unused, in their original condition and, where supplied, in original packaging with all parts included. We may ask for order information and photos to help assess delicate pieces.

How to request a return

Email support@kettlevia.com with your order number, item name or SKU, the reason for the return and photos if the item arrived damaged or incorrect. We will reply with return instructions and the correct return address. Please wait for these instructions before sending an item; the business contact address is not automatically a returns destination.

Return shipping and exceptions

For a change of mind, the customer is responsible for the return postage and for secure packaging. We do not charge a restocking fee. If we sent the wrong item or it arrived damaged, contact us promptly with photos and we will provide a remedy and cover reasonable return shipping when a return is required. Opened tea, used candles and used food-contact items are not eligible for a change-of-mind return. This does not limit any rights that cannot be waived by law.

Fragile or incorrect deliveries

Inspect a package when it arrives. For breakage, damage or an incorrect item, email us within 7 days of delivery if possible, including photos of the item, packaging and shipping label. Keep the packing materials until we advise you. We will review the issue and arrange a replacement, refund or other appropriate remedy.

Refunds and exchanges

Once a return reaches the designated address, we inspect it and email the outcome. Approved refunds are issued to the original payment method; the time for funds to appear depends on the payment provider and bank. We do not refund return postage for a change of mind. An exchange depends on available inventory; contact us first so we can confirm the item and any price difference.

Questions

JTB Meridian Commerce LLC · KettleVia · 1229 W Cruces St, Wilmington, CA 90744-1905 · support@kettlevia.com · +1 657 751 0407.