Returns, Refunds & Replacements

We want your order to arrive in good condition and match what you purchased. If something is wrong, please contact us so we can help.

This policy applies to consumer purchases made through www.mistyvalleytea.qa. Nothing in this policy limits your rights under applicable consumer protection laws.

Damaged, faulty or incorrect products

If your order arrives damaged, contains an incorrect item, or you believe a product is faulty, unsafe or materially different from its description, please contact us as soon as reasonably possible.

Please provide your order number, a description of the issue and, where possible, photographs of the product, packaging and batch or date information. If photographs are unavailable, contact us anyway.

Please stop using any product you believe may be unsafe and retain it and its packaging where reasonably possible while we investigate.

Where a product is defective, incorrect or otherwise fails to meet applicable requirements, we will provide the appropriate refund or replacement in accordance with your legal rights. We will cover any necessary return collection and replacement delivery costs. We will not require you to accept store credit instead of a refund to which you are entitled.

Opening a product to discover a fault does not, by itself, remove your rights.

Change-of-mind returns

If you change your mind, please request a return within seven calendar days of receiving your order.

For a change-of-mind return, products must be unused, unopened and in their original packaging, with any food-safety or tamper-evident seals intact. Please store them according to the instructions on the packaging.

We do not accept change-of-mind returns of opened or used tea, powders or other food products. This restriction does not apply to faulty, unsafe, incorrectly supplied or misdescribed products, or where applicable law provides otherwise.

You are responsible for the agreed collection or return delivery cost for a change-of-mind return. We will explain any charge before arranging collection. Original delivery charges are not normally refunded for change-of-mind returns, except where required by law.

Cancelling or changing an order

Please contact us promptly if you wish to cancel or change your order. If it has not been dispatched, we will normally be able to cancel it and refund the amount paid.

If it has already been dispatched, we will explain the available options under this policy and applicable law. Nothing in this policy excludes any cancellation right available under Qatar’s Electronic Transactions and Commerce Law.

Arranging a return

Contact us before sending anything back so we can provide the correct return instructions or arrange collection. Our business address is not necessarily a customer return location.

Please package authorised returns securely. We will confirm whether the product needs to be returned; please do not dispose of a disputed product before contacting us unless retaining it would be unsafe.

Refunds

We will confirm the outcome after reviewing your request and, where necessary, inspecting the returned product. We will explain any refusal.

We aim to issue approved refunds within seven working days of approval, or sooner where required by law. Refunds will normally be made to the original payment method. If this is not possible, we will agree a suitable alternative with you.

Your bank or payment provider may require additional time to display the refund. For cash payments, we will agree an appropriate refund method.

Contact us

Email: support@mistyvalleytea.qa
Telephone: +974 3109 1892
Website: www.mistyvalleytea.qa/pages/contact

Misty Valley Tea Company is owned and operated by Winerom Trading of Coffee and Tea Products, Commercial Registration No. 253254, Qatar.