Refund policy

Last updated: October 16, 2026

Mesato Tea is operated by Filip Kaniewski, ul. Poznańska 11, 78-100 Kołobrzeg, Poland (“we”, “us”). What applies to your order depends on the country you live in.

EU, EEA and UK: 14-day right of withdrawal

If you live in the European Union, the European Economic Area (Iceland, Liechtenstein, Norway) or the United Kingdom, you can withdraw from your purchase within 14 days without giving any reason.

The withdrawal period ends 14 days after the day you, or someone you name other than the carrier, take possession of the goods. If your order arrives in several parcels, it ends 14 days after the last parcel arrives.

To withdraw, tell us before the period ends with a clear statement, for example an email to hello@mesato.eu with your order number. You can use the model withdrawal form below, but you don’t have to.

What happens when you withdraw

We’ll refund all payments we received from you, including the standard delivery cost, without undue delay and no later than 14 days after we receive your withdrawal. We refund to the payment method you used, unless you expressly agree otherwise, and you won’t pay any fee for the refund. We may withhold the refund until we’ve received the goods back or you’ve shown that you’ve sent them, whichever happens first.

Please send the goods back without undue delay and no later than 14 days after telling us you’re withdrawing, to:
Mesato Tea – Filip Kaniewski, ul. Poznańska 11, 78-100 Kołobrzeg, Poland.

You pay the direct cost of returning the goods. You’re only responsible for any loss in value caused by handling the goods beyond what’s needed to check their nature, characteristics and functioning. Please pack glass items carefully.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Mesato Tea – Filip Kaniewski, ul. Poznańska 11, 78-100 Kołobrzeg, Poland, hello@mesato.eu, +48 455 518 213

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

(*) Delete as appropriate.

All other countries: all sales are final

If you live outside the EU, the EEA and the UK, including in the United States, we don’t accept returns or exchanges if you change your mind, order the wrong item, or no longer need it. Please check the product details, sizes and materials before you order.

This doesn’t affect the commitments below for damaged, defective, wrong or missing items, or any rights you have under consumer laws that can’t be excluded, such as the Australian Consumer Law.

Damaged, defective or wrong items (all countries)

If your order arrives damaged in transit, is defective, or isn’t what you ordered, email us at hello@mesato.eu within 30 days of delivery. Please include your order number and clear photos or a short video of the item and its packaging.

Once we’ve confirmed the problem, we’ll send you a replacement or refund the affected item in full. You won’t need to send anything back unless we ask you to. A dented or torn outer box on its own, with the item inside undamaged, isn’t covered.

If you live in the EU, the EEA or the UK, you also have statutory rights if goods don’t conform to the contract (the legal guarantee). In the EU these cover faults that become apparent within at least two years of delivery, and longer in some countries. The 30-day window above is for our quick replacement without a return; it doesn’t limit those rights.

Missing items and lost parcels

If an item is missing from your order, tell us within 30 days of delivery.

If your tracking stops updating and your parcel hasn’t arrived within 45 days of shipping, contact us and we’ll resend your order or refund it in full.

If tracking shows your parcel as delivered but you can’t find it, please check with your neighbors and your local post office first. We’ll then open a claim with the carrier, and we’ll resend or refund your order once the carrier confirms it wasn’t delivered.

Cancellations

You can cancel an order and get a full refund while it hasn’t been processed yet. Orders are passed to our fulfillment partner within about four hours, sometimes within minutes, so please email us as soon as possible. If you live in the EU, the EEA or the UK, you can still withdraw after that as described above.