Thank you for shopping at The Base Tea Bar.

We are committed to providing quality products to our customers. However, in the rare event that our products fail to meet our commitment to quality. If you have any issues with your purchase, you can always refer below information or contact us directly. We will endeavour to resolve all requests within [7] business days of receiving the request.

All customers are responsible to check that they receive the products in good conditions upon delivery.

We reserve the rights to request from you proof of damaged and/or defected Goods in photographic form.

(A) Missing items

If there is a missing item(s), please email the proof of your opened parcel (photographic proof) and your Order ID within [24] hours from the date of received. We will send out the missing item(s) to you within [3] business days after confirmation. The shipping cost of resend the missing item(s) is on us.

(B) Exchanges

Only the product(s) is incorrect can be exchanged. If you received any incorrect item, please provide (photographic) proof of your parcel and the product, and contact us within [24] hours. To be eligible for an exchange, your item(s) must be in the same condition that you received it. Your item(s) must be in the original packaging. Your item(s) needs to have the receipt or proof of purchase from our website as well. We will contact with you within [3] business days for the exchange procedure after our confirmation. The shipping cost of exchanging incorrect item(s) is on us.

(C) Damaged item during shipment

SF Flower Tea Trading would not be held liable for any damage that is rendered to our products at the advised destination once the products has been delivered. The customer is responsible to check that they receive the products in good conditions upon delivery. If product is found damage upon receiving, customer should not accept the parcel and immediately return to the courier representative. Once the products have been delivered and signed for, SF Flower Tea Trading is unable to accept any liability neither for any damage sustained to the products thereafter nor for any failure to follow the instructions provided. However, customer may make their own claim with the respective courier company.

(D) Returns

Returns will only be accepted with valid reason approved by SF Flower Tea Trading prior to return, if goods received are damaged on the delivery and/or defective. Customer should immediately inform us via [email protected], with the photographic proof and your receipt within [24] hours from the date of received.

To be eligible for a return, your item(s) must be in the same condition that you received it. Your item(s) must be in the original packaging. Your item(s) needs to have the receipt or proof of purchase from our website as well. You have [7] business days to return an item from the date you received it.

Once we received your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to you.

All refund will be issued as a gift voucher at thebaseteabar.com website, which can be used for next purchase. Refunds to credit card or cash are not available.

If your return is not approved, we will resend you the parcel. 

(E) Refunds and Replacements

Products sold are non-refundable. Replacement will only be issued to order with products that are out of stock. Our online customer service team will inform you immediately if there is any out of stock products on your order list. You can replace your out of stock item with same value product. Otherwise, we will cancel your order and refund the order fully paid amount in a form of gift voucher at thebaseteabar.com website. Refunds to credit card or cash are not available. The refund form of gift voucher will be credited within [7] working days after confirmation. You can use the gift voucher for your next purchase.

If you have any further questions or doubts, always welcome to contact us at [email protected] or 017-728 0686