Returns & Refunds
We take great care in sourcing and packaging every product we sell. If something about your order is not right, we are here to help.
BEFORE YOU RETURN
Because Kerioak sells tea and cacao, which are consumable food products, our return policy works differently from returns for non food items. For hygiene and food safety reasons, opened or unsealed products cannot be returned or exchanged, in accordance with applicable German and EU consumer protection law.
Unopened products in their original, sealed packaging may be returned within 14 days of delivery, provided they are unused, undamaged, and accompanied by proof of purchase.
The following items are not eligible for return, refund, or exchange:
Opened or unsealed tea or cacao products.
Products that show signs of use, tampering, or damage not caused during shipping.
Items returned outside the 14 day period.
Final sale or clearance items.
DAMAGED OR FAULTY ITEMS
If you receive a damaged, faulty, or incorrect item, please contact us at info@kerioak.com within 48 hours of delivery. Include a brief description of the issue along with clear photographs showing the damage or fault. Our team will review your request within 24 hours and contact you with the next steps or a suitable resolution.
HOW TO REQUEST A RETURN
To request a return, please contact us at info@kerioak.com or by phone at +49 151 24605401 with your order number and the reason for your return. Once your request has been reviewed and approved, we will provide you with instructions for sending the item back to us.
Return shipping costs are the responsibility of the customer, unless the return is due to a damaged, faulty, or incorrect item, in which case we will cover the cost of return shipping.
Please use a tracked shipping method and keep your proof of shipment until your return has been processed, as we cannot issue a refund for items lost in transit back to us.
REFUNDS
Once your return has been received and inspected at our facility, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 10 business days and issued to your original payment method.
Depending on your payment provider, it may take a few additional business days for the refunded amount to appear in your account.
If you selected Insured Express Shipping at checkout, this service fee is non refundable, unless the return is due to our error.
QUESTIONS
If you have any questions about your return or refund, please reach out to us at info@kerioak.com or call +49 151 24605401. We are happy to help.