Refund policy
Pursuant to the provisions of Articles L.221-18 et seq. of the French Consumer Code, you have a right of withdrawal which you may exercise within a maximum period of fourteen (14) clear days from the day of receipt of the Products concerned or receipt of the last Product covered by your order if it was delivered in several instalments, without having to provide a reason. Where the fourteen (14)-day period expires on a Saturday, Sunday or public holiday or non-working day, it is extended until the next working day.
To exercise your right of withdrawal, you can submit a request via our form or directly from your customer account.
Return via form:
To exercise your right of withdrawal, please print, complete and sign this form (here) (hereinafter the “Form”) and return it to us at the following address:
ORIENTIS GOURMET
Kusmi Tea Customer Service
Prologis DC5 Building – Unit A
Parc du Hode Zone 5
76430 St VIGOR D’YMONVILLE
Upon receipt of your request, Customer Service will contact you using the contact details provided in the Form in order to arrange the return procedures for the Products subject to withdrawal.
Return via your customer account:
You can submit your request directly from your customer account, in the “My orders” section, using the “Request a return” button in your order history.
Withdrawal process:
1. Log in to your customer account, then access the relevant order.
2. Click the “Request a return” button.
3. Select the item(s) you wish to return, enter the reason, then click the “Request a return” button.
4. A summary email of your request is automatically sent to you.
5. Our Customer Service checks the validity of the request; a confirmation email will then be sent to you with return instructions.
Regardless of how the right of withdrawal is exercised, parcels must be returned to the following address:
ORIENTIS GOURMET – Customer Service
Kusmi Tea e-commerce returns
Prologis DC5 Building – Unit A
Parc du Hode Zone 5 – Port 5521
76430 SAINT VIGOR D’YMONVILLE
Products cannot be returned to a shop and return costs remain the responsibility of the Customer.
The refund (including delivery costs – in accordance with Articles L. 221-20 et seq. of the French Consumer Code) will be made within fourteen (14) days from the date on which ORIENTIS GOURMET is informed of your decision to withdraw and no later than the day on which ORIENTIS GOURMET effectively recovers the Products or the day on which you provide proof that the Products have been dispatched. It will be made using the payment method used for the purchase, except for Products purchased using a KUSMI TEA Gift Card or e-Gift Card, for which the refund will be made in the form of a new e-Gift Card, valid for one (1) year from its date of issue. A refund confirmation email will be sent to you.
As part of the loyalty programme, the terms of which are detailed in our General Terms of Membership of the “KusmiKlub” loyalty programme, should you exercise your right of withdrawal, the loyalty points earned when placing the order will be removed from your customer account as soon as Customer Service has approved your return request and the Products have been refunded, unless you have already used the voucher obtained with the corresponding points.
The refund may only be made if the withdrawal and dispatch of the Products have been carried out within the time limit and under the conditions referred to above, and if the Products are returned in perfect condition, in their original packaging, accompanied by any accessories, instructions for use and documentation.
Unsealed Products and/or Products inseparably mixed with other Products, Products made to the customer's specifications or clearly personalised, and Products liable to deteriorate or expire rapidly will not be refunded, in accordance with Article 221-28 of the French Consumer Code.
For KUSMI TEA e-Gift Cards (the general terms of use of which are described in Article 12), the right of withdrawal may only be exercised provided that the KUSMI TEA e-Gift Card has not been used in whole or in part.
Only the Customer may exercise this right of withdrawal. Where delivery has been made to a person other than the customer, this right may not be exercised by the recipient of the order concerned.
If you have made a donation through the L’ARRONDI solution, its amount cannot be refunded if you exercise your right of withdrawal.
Where an order has been placed using a promotional code offering a discount linked to the simultaneous purchase of a predetermined number of items, the return of one or more item(s) may result in the discount ending where the number of items required for the discount to apply is no longer met. The refund made will then take into account the fact that the discount no longer applies.