Refund policy

Returns & Refunds Policy

Pekoe Organic Herbal Tea · Last updated: 11 October 2026

In short

If your order arrives damaged, incorrect, incomplete, or with packaging that has already been opened or tampered with, please contact us within 48 hours of delivery so we can investigate and arrange an appropriate replacement or refund. Where the issue is attributable to Pekoe, we cover the return delivery and any applicable transfer fee.

For a change of mind, sealed and unopened boxes may be returned within 10 days of delivery where the applicable legal right of withdrawal applies, subject to Lebanese law and its conditions and exceptions.

Any applicable delivery fee is clearly displayed at checkout before you place your order. Refunds and return-related delivery costs are handled in accordance with applicable Lebanese law and this policy.

Quick guide

Situation	What we do	Who pays delivery and transfer fees
Damaged, wrong, incomplete, or opened/tampered with before delivery	Replacement or refund, as applicable	Pekoe, where the issue is attributable to Pekoe
You changed your mind (sealed box, within 10 days)	Refund of the amounts refundable under applicable law	Customer for return delivery or transfer fees where permitted by applicable law
Box opened or used by you	Generally not returnable for hygiene or product-integrity reasons, except where applicable law requires otherwise	—

Damaged, incorrect, incomplete or opened/tampered products

Please check your order when it arrives.

For faster resolution, please contact us within 48 hours of delivery if:

the product arrived damaged or torn,
you received a different product from the one you ordered,
part of your order is missing,
the box or product seal was already opened or tampered with when it arrived,
you believe there is another issue with the order.

We may ask for photographs or other information to help us assess the issue.

Once the issue is confirmed, we will arrange an appropriate solution, which may include a replacement or refund. Where the issue is attributable to Pekoe, we cover the return delivery and any applicable transfer fee.

This reporting timeframe is intended to help us resolve delivery and product issues quickly and does not limit any mandatory rights you may have under applicable Lebanese law.

Returning unopened products

You may request a return within 10 days of delivery where the applicable legal right of withdrawal applies.

For a change-of-mind return, the box should be unused, unopened, sealed, and in its original condition, unless applicable Lebanese law provides otherwise.

Please contact us first and do not send anything back before we confirm the return process.

Because Pekoe is a consumable product, boxes that have been opened or used by the customer may not be eligible for return where applicable law permits exclusion based on use, hygiene, product integrity, or another applicable condition.

Cancelling an order

You can cancel your order before it is dispatched.

Please contact us on WhatsApp as soon as possible and provide your order number.

Once an order has been dispatched, cancellation may no longer be possible and will be handled according to the circumstances and applicable Lebanese law.

How refunds work

Pekoe currently accepts Cash on Delivery.

Because payment is collected in cash upon delivery, refunds are not returned through the original payment method.

Once a refund is approved, we will arrange the refund through Whish Money, OMT, or another mutually agreed local money-transfer method.

Approved refunds will normally be processed within 15 days of approval. This period allows us to complete the necessary settlement and processing with our delivery partner.

How to request a return or refund

Contact us on WhatsApp or by email using the details below.
Send your order number, your name, and your phone number.
Describe the issue and include photographs, where relevant.

We will normally reply within 1 business day with the next step.

If you feel unwell after using the product

Please stop using the product and speak to a doctor if needed.

You may also contact us to report the issue.

Your wellbeing comes before any return or refund procedure.

Your legal rights

Returns, cancellations and withdrawal rights are handled in accordance with applicable Lebanese consumer-protection laws.

Nothing in this policy limits any mandatory rights you may have under Lebanese law.

Where applicable, Lebanese law provides a statutory withdrawal period for certain distance purchases of goods. This right is subject to the conditions and exceptions established by law.