1. Returns of Unopened Products

Subject to applicable law, unopened and unused products may be eligible for return within 24 hours of delivery.

To be eligible:

• The product must be unopened and unused.
• The original packaging, seals, labels and accessories must be intact.
• The product must be in its original saleable condition.
• Proof of purchase or the original order number must be provided.
• The return must be approved by our customer service team before the product is sent back.

Please contact info@ronnefeldt.ae before returning any product.

2. Tea & Food Products

For hygiene, freshness and product-quality reasons, opened tea, loose tea, tea bags and other consumable products cannot normally be returned or exchanged. This restriction does not affect your rights where a product is defective, damaged, incorrect, unsafe or otherwise subject to a mandatory remedy under applicable law.

3. Accessories & Teaware

Unused accessories and teaware may be eligible for return within 24 hours of delivery, provided they are in their original condition and packaging. Certain products may have individual return conditions, which will be communicated on the relevant product page or at the time of purchase.

4. Damaged, Defective or Incorrect Products

If you receive a product that is:

• Damaged;
• Defective;
• Incorrect;
• Materially different from the product ordered; or
• Missing from your order,

Please contact us within 24 hours of delivery.

Please provide:

• Your order number;
• A description of the issue; and
• Photographs of the product and packaging where applicable.

We may request additional information or arrange collection of the affected product for inspection. Where the issue is verified, we will provide an appropriate remedy, which may include replacement, repair where applicable, refund or another remedy required by applicable law.

5. Products That Cannot Be Returned

Unless otherwise required by applicable law, we do not accept returns of:

• Opened or used tea products;
• Opened consumable products;
• Products damaged after delivery through improper handling or storage;
• Products without their original packaging where the packaging is necessary for resale;
• Personalised or specially prepared products;
• Products returned outside the applicable return period; or
• Gift cards or digital products, where applicable.

6. Return Authorisation

Please do not send products back without first contacting us. Unauthorised returns may result in delays in processing your request. Once your return request has been reviewed and approved, we will provide instructions regarding the return method and address.

7. Return Shipping Costs

Where the product is defective, damaged, incorrect or the return is otherwise required due to an error on our part, we will arrange an appropriate solution in accordance with applicable law.

8. Refunds

Once an eligible return has been received and inspected, we will notify you whether the refund has been approved. Approved refunds will normally be made to the original payment method used for the purchase, unless another method is required or permitted under applicable law. The time required for the refund to appear in your account may depend on your bank, card issuer or payment provider. Shipping charges may be refundable or non-refundable depending on the reason for the return and applicable law.

9. Cancellation Before Dispatch

If you wish to cancel an order, please contact us within 1 hour of placing the order at info@ronnefeldt.ae with your order number. We will make reasonable efforts to cancel the order before it is dispatched. However, cancellation cannot be guaranteed once order preparation or dispatch has commenced. If an order has already been dispatched, the request will be handled under the applicable returns process.

10. Refunds for Cancelled Orders or Unavailable Products

If we cancel an order after payment has been received, we will refund the amount paid for the cancelled order or affected products through the original payment method, subject to applicable law and payment-provider procedures.

11. Statutory Consumer Rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any rights or remedies available to consumers under applicable UAE consumer protection legislation. UAE consumer protection rules provide rights relating to product quality, accurate product information and remedies for defective goods, among other protections.