Refund & Returns Policy

Last updated: August 2026

We want you to receive your order exactly as intended.

This Refund & Returns Policy applies to purchases made through House of Sociatea websites and brands, including Sociatea and The Merry Wolf. All orders are packed and dispatched by House of Sociatea in Angaston, South Australia.

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.

Change of Mind

Please choose carefully, as we do not offer returns, exchanges or refunds for change of mind.

This includes circumstances where you:

• order the wrong product;

• decide you no longer want an item;

• find the product elsewhere at a different price; or

• change your mind after your order has been dispatched or delivered.

This policy applies to both opened and unopened products.

Tea, Taste & Personal Preference

Tea is inherently personal and tastes vary.

We do not offer refunds, replacements or exchanges simply because you do not enjoy the taste, aroma, strength, style or flavour of a tea, provided the product is of acceptable quality and is consistent with its description.

Trying or opening a tea does not make it eligible for a return or refund because of personal preference.

This does not affect your rights where there is a genuine problem with the product, including where a product is faulty, unsafe, contaminated, incorrectly supplied or otherwise does not meet the consumer guarantees under the Australian Consumer Law.

Damaged or Faulty Products

If your order arrives damaged, faulty or in a condition that is not acceptable, please contact us as soon as reasonably possible.

Where possible, we ask that you contact us within 7 days of delivery so that we can investigate promptly.

Please provide:

• your name and order number;

• a description of the problem; and

• clear photographs of the product, packaging and any damage where relevant.

The 7-day period is intended to help us resolve delivery issues quickly and does not limit any rights you may have under the Australian Consumer Law.

Depending on the circumstances and your rights under the Australian Consumer Law, we may provide a replacement, refund or other appropriate remedy.

Where we agree that a damaged product should be replaced, we generally will not require you to return damaged tea or other consumable products, unless we reasonably need the product returned to assess the issue.

If an appropriate replacement is unavailable, a refund may be provided.

Where the Australian Consumer Law gives you the right to choose between a refund and replacement, that choice remains yours.

Incorrect or Missing Items

We take care when packing orders, but mistakes occasionally happen.

If you receive the wrong product, please contact us and we will arrange for the correct item to be sent at our cost.

If an item is missing from your order, please contact us with your order number and details of the missing product. Once confirmed, we will arrange for the missing item to be sent to you at no additional cost.

We may ask for photographs of the order and packaging to help us investigate.

Orders That Do Not Arrive

If tracking shows that your order has not been delivered and it appears to be lost in transit, please contact us.

We will investigate the delivery with the relevant carrier. Where an order is confirmed as lost before delivery, we will ordinarily arrange a replacement at no additional cost. If a replacement is not reasonably available, we may provide a refund.

Parcels Marked as Delivered

If your parcel is marked as delivered but you cannot locate it, please first:

• check around the delivery location and any safe-drop areas;

• check with other members of your household;

• check with neighbours where appropriate; and

• review any delivery photograph or information provided by the carrier.

Please then contact us if the parcel still cannot be located. We will assist with reasonable enquiries with the delivery carrier.

Where tracking and other available evidence confirm that an order was correctly delivered to the address nominated at checkout, House of Sociatea will not ordinarily provide an automatic refund or replacement for loss occurring after delivery.

However, each situation will be considered on its circumstances, and nothing in this section limits any rights or remedies available under the Australian Consumer Law.

Please ensure the delivery address entered at checkout is complete and accurate.

Sale and Promotional Items

Sale, discounted and promotional products are not eligible for returns, refunds or exchanges for change of mind.

The same applies to products purchased using a promotional or discount code.

This does not affect your rights under the Australian Consumer Law where a product is faulty or otherwise fails to meet a consumer guarantee.

Returns

Because we do not accept change-of-mind returns, please do not send products back to us without contacting us first.

In many cases involving damaged or faulty consumable products, a return will not be necessary.

If we require an item to be returned, we will provide you with the appropriate return instructions.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse any reasonable return postage costs you were required to incur, where applicable.

Refunds

Where a refund is approved, it will ordinarily be returned to the original payment method used for the purchase, unless otherwise agreed with you.

Processing times after a refund has been issued may vary depending on your bank, card provider or payment service.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Among other things, products sold to consumers must be of acceptable quality, be fit for any disclosed purpose and match their description.

Depending on the nature and seriousness of a problem, you may be entitled to a replacement, refund or another remedy.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Contact Us

If something is not right with your order, please contact House of Sociatea before returning any product.

House of Sociatea
Angaston, South Australia
Australia

Email: hello@sociatea.com

Please include your order number in your message so we can assist you as quickly as possible.