Terms of service
The sale and supply of all products via The Tea House web site ("Products") is governed by the following terms and conditions ("Trading Terms and Conditions"):
You should print a copy of these Terms and Conditions for your future reference. Our Privacy Policy is published separately.
1. THE TEA HOUSE
The Tea House website is provided by Reads Coffee Roasters Limited (company number 12360959), whose registered office is The Old Pump House, Oborne Road, Sherborne, Dorset England, DT9 3RX, United Kingdom. Reads Coffee Roasters Limited VAT registration number is GB 792 459 779.
2. TERMS OF USE
If you place orders for Products on this website this will indicate that you agree to be legally bound by all the Terms and Conditions. In the event you do not agree to any Terms and Conditions, you should not place orders for Products.
3. CHANGES TO THESE TERMS AND CONDITIONS
We may from time to time make changes to these Terms and Conditions. Any changes will be posted on our website and links to the revised Terms and Conditions on our homepage. Please review these Terms and Conditions regularly to ensure you are aware of any changes made by us. If you place orders for Products after changes are posted and you are notified in this way this will indicate that you agree to be legally bound by the Terms and Conditions as updated and/or amended. In the event you do not agree to any revised Terms and Conditions, you should not place further orders for Products.
4. AGE REQUIREMENT AND ACCURACY OF INFORMATION
Registration and use of the website is intended only for users age 18 years and over. You undertake to us that the details you give to us whilst using the website are correct, in particular, the credit/debit card you are using is your own. If your details change, it is your responsibility to inform us via your account or by contacting us as set out in the Contact Us section at the end of these Terms and Conditions.
5. HOW THE CONTRACT IS FORMED
All orders are subject to acceptance by us and all goods remain the property of The Tea House until they are paid for in full. After you place an order, we will acknowledge receipt of your order by sending you an order acknowledgement email. This acknowledgement email will not constitute our acceptance of your order. Your order will only be accepted by us when we send you a shipping confirmation email when we have dispatched your order. The Tea House will use its reasonable endeavours to keep copies of all contracts for orders placed for Products by you, but cannot guarantee that it will keep a copy of every agreement for an unlimited time due to the number of orders for Products that it receives. You should therefore print out a copy of these Terms and Conditions and the shipping confirmation email in relation to all purchases and keep them in a safe place as a record of each transaction. Contracts with The Tea House are concluded in English.
6. PRODUCT DESCRIPTIONS
We are currently transitioning to new recyclable paper packaging as part of our commitment to sustainability. While we aim to provide accurate visual representations, the packaging you receive may differ from the images shown on our website. Please note that while the exterior packaging may vary, the tea itself remains unchanged and meets all stated specifications.
7. PRICES AND PAYMENT
The prices for any Products ordered will be as quoted on our website and will change from time to time without notification. We offer a wide range of goods so all prices are displayed E. & O.E. If you see an obvious error, please notify us before you place your order via info@theteahouseltd.com or by calling us on +44 (0)1935 892481. All prices are inclusive of VAT and the cost of delivery will be separately itemised at the Checkout based on the address details you have given.
8. DELIVERY
Delivery Information is published separately.
9. OWNERSHIP AND RISK
We retain ownership of all Products ordered until they have been delivered to you. Ownership of and risk in all Products shall pass to you upon delivery, which is deemed to be the point at which a parcel is left at the delivery address provided with your order or ‘safe place’ as you will have agreed in advance with your delivery persons.
10. CANCELLATION, RETURNS AND REFUND POLICY
10.1 CANCELLATION POLICY
You may request cancellation of your order at any time before it has been fulfilled and despatched by contacting us either by email: info@theteahouseltd.com or through your customer account: https://account.theteahouseltd.com. Your order will be cancelled during working hours (Monday to Friday 0900-1700 except public holidays) and a full refund processed direct to the original payment method. Once an order has been despatched, cancellation is no longer possible - please refer to our Refund section below.
10.2 REFUND POLICY
For orders that have been fulfilled, despatched and delivered, you may, for any reason within 7 working days ('working' days do not include Saturdays, Sundays and public holidays) of delivery of the Products ordered, request cancellation and refund.
Orders for certain Products may not be cancelled - these include: (a) Products that have been clearly personalised; and (b) Products that are perishable and have been opened, including all teas, infusions and food products.
You must notify us of your wish to cancel in writing, or by email to info@theteahouseltd.com and you must return the Product(s) to us (at your expense) in their original wrapping, unopened, intact and accompanied by all accessories and documentation which were part of the delivery to The Tea House, Limekiln Farm, Thornford Road, Sherborne DT9 6PS.
We will refund any monies paid to us in respect of a cancelled order within 14 days of receiving the returned goods in re-saleable condition.
10.2.1 Right of Withdrawal (EEA Customers)
If you are located in the European Economic Area (EEA), you have the right to withdraw from your purchase within 14 days of delivery, without giving any reason, in accordance with EU Consumer Rights Directive 2011/83/EU. This right does not apply to perishable or consumable goods (including teas and infusions) that have been opened, or to personalised products.
To exercise your right of withdrawal, please access your customer account: https://account.theteahouseltd.com before the 14-day period expires. You must return the goods at your own expense in their original, unopened condition to The Tea House, Limekiln Farm, Thornford Road, Sherborne DT9 6PS, United Kingdom. We will issue a full refund within 14 days of receiving the returned goods.
10.3 DELIVERY FAILURE
If a delivery is returned to us by our courier due to an incorrect or incomplete UK delivery address, we will contact you by email, using the email address provided at purchase. If we receive no response, we will attempt delivery a further three times for up to one month from the date of the order. If no response is received, we will refund the original cost of the goods, less postage costs if applicable.
We are unable to attempt redelivery of international consignments that are returned to us by our courier for whatever reason. We will contact you by email, using the email address provided at purchase. A refund will be processed to the original payment method for the cost of the items ordered, less postage costs.
10.4 RETURNS OF NON-CONSUMABLE GOODS
We will accept returns of equipment or faulty goods. Equipment or merchandise purchased from The Tea House must be returned unused in its original packaging to The Tea House, Limekiln Farm, Thornford Road, Sherborne DT9 6PS. Returns must be made within 14 days of purchase and refunds, if applicable, will be processed within 14 days of receipt.
Non-faulty goods must be returned unused and in their original packaging ‘as new’ at your own cost and you must provide evidence of having despatched the item. A full refund will only be issued if the item arrives in ‘as new’ condition. We reserve the right to reduce or refuse any refund if the goods show signs of use, damage, misuse or are returned in unsaleable condition. Refunds, if applicable, will be processed within 14 days of receipt.
Faulty equipment or accessories must be returned in their original packaging with evidence of despatch required in order for us to refund carriage costs. In the event that we arrange a collection, we will use our own courier and you will be required to be available for a nominated collection. Refunds, if applicable, will be processed within 14 days of receipt.
10.5 RETURNS OF DAMAGED CONSUMABLE GOODS
Whilst we want you to be happy with your order, as Tea and associated products are perishable and consumable we will only replace or refund these if they arrive with you faulty or damaged in any way. All requests must be accompanied by photographic or video evidence of damage, the goods must be complete and the original packaging must be retained. Returns must be made within 14 days of purchase to The Tea House, Limekiln Farm, Thornford Road, Sherborne DT9 6PSand refunds, if applicable, will be processed within 14 days of receipt.
We will not accept returns for goods that have suffered spoilage due to being sent out for arrival when the recipient is away from home. Where required we will use tracking information, Google Streetview and retrospective weather reports in assessing returns by our Customer Service team. Please contact our Customer Service team (Monday to Friday 0900 -1700 except public holidays) on 01935 892481 or by email info@theteahouseltd.co.uk in this instance. We will then work with you to resolve the issue.
10.6 CANCELLATION OF RECURRING SUBSCRIPTIONS
Please note that our recurring subscriptions, when offered, (i.e. those that have automatic repeat payment) can be cancelled at any time by contacting our Customer Service team (Monday to Friday 0900-1700 except public holidays) on 01935-892481 or info@theteahouseltd.com heading the mail ‘CANCEL SUBSCRIPTION’.
If payment fails for a recurring subscription, we will attempt to take the payment from the nominated card again two days later up to a total of three times. If this final attempt fails we will contact you by email to advise you of this. Please note that your order will not be despatched until payment is processed. Your subscription date will then reset to the day the successful payment was taken.
11. DISCOUNTS AND PROMOTIONS
All The Tea House discounts and promotions are subject to standard order terms and any specific terms as outlined. The Tea House reserves the right to withdraw any given discount or promotional activity at any time, without prior notice. Discounts and promotions are only applicable to online purchases at www.theteahouseltd.com unless otherwise stated. Discounts and promotions cannot be combined unless otherwise stated. All orders received by The Tea House using discount codes or during promotional activities are all subject to the standard order terms and conditions without exception. All discounts and promotions are for personal use of The Tea House customers only and must not be used for commercial or 3rd party promotional purposes. Discounts and promotions are non-transferrable.
11.1 Buy One Get One Free Promotions:
Eligibility - These promotions are open to all customers while stocks last, and during the promotion period.
Promotion Details – purchase of any two (2) bags of loose-leaf tea will qualify for one (1) additional bag of loose-leaf tea free of charge, all three bags being from the eligible selection. The free item will be of equal or lesser value than the lowest-priced purchased item.
Eligible Products- this offer applies only to bags of loose-leaf tea.
How to Redeem – add three (3) eligible items to your cart. The discount will be automatically applied at checkout.
Limitations - limit of one free bag of loose-leaf tea per three bags ordered, repeatable in multiples of three bags within one transaction (ie 6 bags ordered = 2 lowest cost items free, 9 bags = 3 lowest cost items free). Maximum of 3 multiples per transaction unless otherwise stated or agreed. Not valid in conjunction with other promotions, discounts, or coupons. No substitutions.
Availability - offer valid while stocks last. Available online only.
Returns & Exchanges - if items from the promotion are returned in accordance with our Returns and Refund Policy, the refund amount will be adjusted to reflect the promotion (i.e. the free item has no refund value). All items must be returned together, unopened and in their original packaging to qualify for a refund.
Promotion Period - offer valid for the advertised period unless extended or ended early at the discretion of The Tea House.
Right to Modify - The Tea House reserves the right to cancel or modify this offer at any time without notice.
11.2 Black Friday Tea Offer:
Offer Period – 1400 on 27 November 2025 to 2359 on 30 November 2025, unless extended or terminated at the sole discretion of The Tea House.
Right to Modify - The Tea House reserves the right to cancel or modify this offer at any time without notice.
Eligible Products – this offer applies exclusively to selected black tea and flavoured black tea. All other products and collections are excluded from this offer.
How to Redeem- the discount will be automatically applied at checkout.
Limitations - this offer is not valid in conjunction with other promotions, discounts, or coupons. No substitutions.
Availability - offer valid while stocks last. The Tea House is not liable if a product is unavailable, and no rain checks, substitutions, or backorders will be provided. Available online only.
Quantity Limits - The Tea House reserves the right to limit quantities per customer at its sole discretion to ensure fair access.
Returns and Refunds - if items from the promotion are returned in accordance with our Returns and Refund Policy, the refund amount will reflect the discounted purchase price paid under this Offer. Items must be returned, unopened and in their original packaging to qualify for a refund.
Non-Transferability - the Offer is non-transferable, has no cash value, and is void where prohibited by law.
Errors and Omissions - The Tea House reserves the right to correct typographical, clerical, or pricing errors at any time. There is no obligation to honour incorrect prices or terms.
12. Gift Vouchers
Gift Vouchers are valid for up to 12 months from the date of purchase. Vouchers can only be used once. Vouchers are non-transferrable and can only be used to buy goods online from www.theteahouseltd.com website. Gift vouchers cannot be exchanged for cash or credit and no cash or credit refund will be given if vouchers are used only in part. Vouchers can, however, be used as part payment if the total value of an order exceeds the value of the voucher.