SHIPPING, CUSTOMS & RETURNS POLICY

Last Updated: August 24, 2026

Welcome to ZentaoEast.

This Shipping, Customs & Returns Policy explains how orders are prepared and delivered, how international customs charges are handled, and how cancellations, returns, damaged goods, quality concerns, and refunds are managed.

ZentaoEast is a brand of Vicony Teas Co., Ltd. (黄山薇可尼茶叶有限公司) and is operated through its ZENTAOEAST Studio in Huangshan, Anhui Province, China.

This Policy forms part of our Terms of Service.

Nothing in this Policy excludes, restricts, or overrides any consumer right or remedy that cannot lawfully be excluded under applicable law.

1. SHIPPING METHODS AND FREE SHIPPING

All orders are carefully inspected and securely packed before dispatch.

Depending on the destination, product type, order value, and available logistics route, orders may be shipped using established international carriers and postal services including:

• DHL

• UPS

• FedEx

• EMS

• SF Express

• Other reputable tracked logistics providers where appropriate

All international orders are shipped with tracking where available.

Free Express Shipping

Free Express Shipping is available for qualifying orders in selected regions, subject to carrier availability and the shipping options displayed at checkout.

Please select “FREE EXPRESS” at checkout where the option is available.

Global — Selected Regions

Complimentary shipping on orders of $299 USD or more.

Eligible destinations may include:

• United States — lower 48 states

• Canada

• Mexico

• United Kingdom

• Australia

• New Zealand

• Most European Union countries

• Ukraine

• Japan

• South Korea

• Singapore

• Malaysia

• Indonesia

• Thailand

• Vietnam

• Cambodia

• Philippines

Availability may change temporarily because of carrier restrictions, customs conditions, sanctions requirements, regional disruption, or other circumstances outside our reasonable control.

The shipping options displayed during checkout will determine the methods currently available for your destination.

Hong Kong & Macau

Complimentary shipping on orders over $99 USD.

Orders are generally shipped using SF Express or another appropriate tracked service.

Taiwan

Complimentary shipping on orders over $199 USD.

Orders are generally shipped using EMS, FedEx, or another appropriate tracked service.

Mainland China

Complimentary shipping on all orders.

Orders are generally shipped using SF Express.

2. ORDER PREPARATION AND DISPATCH

In-Stock Orders

Most in-stock orders are carefully packed and dispatched within 48 hours, excluding weekends and public holidays.

Some orders may require additional inspection, documentation, secure packaging, or logistics preparation. In exceptional circumstances, dispatch may take up to 5 business days.

Bespoke, Back-Ordered or Specially Prepared Items

For back-ordered, bespoke, individually commissioned, hand-carved, or specially prepared products, additional preparation time may be required.

Where applicable, please allow approximately 2–5 additional business days, unless a different timeframe is stated on the relevant product page.

If we expect a significant delay, we will contact you as soon as reasonably possible.

3. ESTIMATED DELIVERY TIMES

Delivery times begin after an order has been dispatched.

DHL, UPS, FedEx and Other Premium Carriers

Orders are typically delivered within approximately 10 business days after dispatch.

EMS Express

Orders are typically delivered within approximately 2–4 weeks after dispatch.

Delivery Estimates

All delivery times are estimates rather than guaranteed delivery dates unless we expressly state otherwise.

International delivery may be affected by:

• Customs clearance

• Border inspections

• Local postal schedules

• Carrier delays

• Weather

• Public holidays

• Flight availability

• Security inspections

• Regional disruptions

• Incorrect or incomplete delivery information

• Other circumstances outside our reasonable control

We will provide reasonable assistance where a delivery problem occurs.

Nothing in this section limits any mandatory consumer rights relating to late or undelivered goods.

4. CUSTOMS, IMPORT DUTIES, TAXES AND VAT

International orders may be subject to import duties, VAT, customs charges, brokerage fees, clearance fees, or other taxes imposed by the destination country.

The treatment of these charges depends on:

• Destination country

• Product type

• Shipment value

• Shipping method

• Customs classification

• Applicable local law

• Whether the shipment is sent using a DDP service

Unless otherwise stated at checkout, such charges may not be included in the product price or shipping fee paid to ZentaoEast.

5. DELIVERED DUTY PAID — DDP

Where an appropriate logistics route is available, ZentaoEast may offer or prioritize Delivered Duty Paid (DDP) shipping.

DDP routes may be available for selected destinations, including certain routes to the United States and European countries.

When an order is expressly identified as DDP:

• Applicable import customs clearance is arranged through the designated logistics route;

• Import duties and taxes covered by that DDP service are included or handled as stated at checkout;

• The recipient should not normally be asked to pay those covered import charges again upon delivery.

DDP availability varies by country, product category, parcel value, and logistics conditions.

A shipping method should not be assumed to be DDP unless it is expressly identified as such during checkout or in your shipping confirmation.

6. STANDARD INTERNATIONAL SHIPPING — DAP / NON-DDP

Where DDP shipping is unavailable, an order may be sent through DHL, UPS, FedEx, EMS, SF Express, or another international carrier under a non-DDP arrangement.

In these cases, the destination country may require the recipient to pay:

• Import duties

• VAT or sales taxes

• Customs clearance charges

• Brokerage or administration fees

• Other lawful import charges

Unless otherwise stated at checkout or required by applicable law, these charges may be payable by the recipient directly to the relevant customs authority, courier, postal operator, or other authorized party.

ZentaoEast does not determine or control taxes or customs assessments imposed independently by foreign authorities.

Customers are responsible for providing accurate information and reasonable cooperation where necessary for lawful customs clearance.

7. CUSTOMS ASSESSMENTS AND IMPORT CHARGES

Import duties or taxes lawfully imposed by the destination country do not, by themselves, indicate that an order is defective or incorrectly supplied.

If you are uncertain about possible import charges, we recommend checking your local customs requirements before placing an order.

If a customer refuses or fails to complete customs clearance solely because of lawfully imposed import charges that were properly disclosed as potentially payable by the recipient, the shipment may be returned, held, abandoned, or otherwise handled by the carrier or customs authority.

Where a refund is otherwise due, ZentaoEast may, to the extent permitted by applicable law, deduct documented and non-recoverable costs actually incurred because of the failed clearance or return.

We do not impose an automatic percentage-based restocking fee.

Nothing in this section limits any mandatory right you may have where a product is defective, damaged, incorrectly supplied, or otherwise non-conforming.

8. DELIVERY PROBLEMS AND LOST SHIPMENTS

Please review your shipping address carefully before completing your order.

ZentaoEast is not responsible for delays caused solely by materially incorrect or incomplete delivery information supplied by the customer, except to the extent required by applicable law.

Tracking Shows “Delivered” but the Parcel Cannot Be Found

If tracking shows that a parcel has been delivered but you cannot locate it, please:

1. Check with members of your household, reception desk, mailroom, neighbors, or other safe delivery locations;

2. Contact the local delivery carrier where appropriate; and

3. Contact us promptly at thepath@zentaoeast.com.

We will assist in reviewing available tracking and delivery records and, where appropriate, initiate or assist with a carrier investigation.

A carrier's “Delivered” tracking status will be considered relevant evidence but does not automatically determine the outcome of every delivery dispute.

Incorrect Address

If a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, we will make reasonable efforts to assist.

Additional carrier, redelivery, return, or customs charges caused by incorrect customer-provided information may be payable by the customer where permitted by applicable law.

9. DAMAGED, INCORRECT OR DEFECTIVE GOODS

Every ZentaoEast order is inspected before dispatch.

If an item arrives:

• Broken;

• Damaged;

• Incorrect;

• Defective;

• Materially inconsistent with its description;

• Compromised during transportation;

please contact us as soon as reasonably possible at:

thepath@zentaoeast.com

Visible Transit Damage

For visible transportation damage, we recommend contacting us within 10 days of delivery where reasonably possible.

Prompt notification allows us to preserve relevant evidence and pursue any available carrier claim efficiently.

The 10-day notification request does not remove or shorten any mandatory statutory rights you may have concerning defective or non-conforming goods.

Information We May Request

To investigate a claim fairly, we may reasonably request:

• Order number;

• Photographs of the outer shipping package;

• Photographs of the inner packaging;

• Photographs or video of the affected product;

• Shipping label;

• Product label or batch information;

• Condition of seals or protective packaging;

• Remaining quantity or weight where relevant;

• A description of the issue.

For fragile, handcrafted, natural, collectible, or food products, this information helps us determine whether the issue resulted from transportation, product condition, natural characteristics, or another cause.

Unboxing video is helpful where available but is not automatically required as a condition of exercising mandatory consumer rights.

We may compare customer-provided information with our own pre-dispatch records, including inspection photographs, packaging records, product condition records, and weight records.

Our Responsibility

Where we determine that an item was defective, damaged, incorrectly supplied, or otherwise non-conforming, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, this may include:

• Replacement;

• Repair where appropriate;

• Partial refund;

• Full refund;

• Another remedy agreed with you.

Where applicable law requires us to bear the reasonable cost of returning defective or non-conforming goods, we will do so.

10. HANDCRAFTED AND NATURAL PRODUCT CHARACTERISTICS

Many ZentaoEast objects are individually made by hand or formed from natural materials.

The characteristics described below may occur naturally and do not necessarily constitute defects.

Kiln Transformations — Yao Bian

High-temperature firing may create subtle and unpredictable variations in:

• Glaze color;

• Mineral distribution;

• Metallic spots;

• Surface tone;

• Firing marks;

• Texture.

These characteristics are part of the individual nature of kiln-fired work.

Hand-Finishing Marks

Handmade ceramics and artisan objects may show:

• Tool marks;

• Throwing ridges;

• Hand-shaped impressions;

• Minor asymmetry;

• Other traces of manual production.

Such characteristics may be inherent to the craftsmanship of the individual object.

Natural Material Characteristics

Materials such as:

• Zisha clay;

• Natural stone;

• Crystal;

• Jade;

• Bamboo;

• Wood;

• Minerals;

may contain natural variations in color, grain, texture, mineral inclusions, lines, spots, or other formations.

These characteristics do not necessarily indicate damage or defective material.

Teapot Fit, Balance and Pour

Handcrafted teaware may exhibit minor individual variation in:

• Lid fit;

• Weight;

• Balance;

• Pouring characteristics;

• Flow rate.

Minor variations do not necessarily constitute defects where the product remains reasonably functional and consistent with its description.

Color Variation

The appearance of handcrafted glazes and natural materials may change under:

• Natural daylight;

• Warm indoor lighting;

• Cool artificial lighting;

• Different photography environments.

Screen calibration, brightness, device settings, and display technology may also affect how colors appear online.

We make reasonable efforts to represent products accurately but cannot guarantee an identical color appearance on every display.

Statutory Rights

These disclosures explain the natural characteristics of handmade and natural objects.

They do not permit us to classify genuine defects, damage, serious functional problems, or material differences from the product description as ordinary handcrafted variation.

Your mandatory statutory rights remain unaffected.

11. CHANGE-OF-MIND RETURNS FOR HANDCRAFTED OBJECTS

Where a Statutory Right of Withdrawal Applies

If applicable consumer law gives you a statutory right to withdraw from an online purchase without providing a reason, you may exercise that right within the legally applicable period.

For consumers covered by the relevant European Union distance-selling rules, this is generally 14 days from the date the goods are received, subject to applicable exceptions.

You do not need to establish that a product is defective in order to exercise an applicable statutory right of withdrawal.

Voluntary ZentaoEast Return Window

For customers who do not otherwise have a mandatory statutory withdrawal right, ZentaoEast generally accepts change-of-mind return requests for eligible non-food handcrafted objects when:

• You contact us within 14 days of delivery;

• The product is eligible for return;

• The item has not been used beyond what is reasonably necessary to inspect it;

• The return is made in accordance with the instructions we provide.

Any voluntary return offered by ZentaoEast is in addition to, and does not replace, mandatory consumer rights.

12. CONDITION OF RETURNED HANDCRAFTED OBJECTS

Where reasonably possible, returned products should include:

• Original product;

• Original packaging;

• Certificates;

• Documentation;

• Custom boxes;

• Accessories;

• Promotional items or free gifts supplied as part of the same transaction.

For voluntary returns outside a mandatory statutory right, products should normally be returned unused and in substantially original condition.

Where a statutory right of withdrawal applies, you may inspect the product to the extent reasonably necessary to establish its nature, characteristics, and functioning.

If the product has been handled beyond what is reasonably necessary and this results in an actual reduction in its value, we may make an appropriate deduction reflecting the actual diminished value, but only where permitted by applicable law.

We do not apply an automatic 15% restocking fee.

Normal inspection does not automatically make an eligible item non-returnable.

13. TEA RETURNS AND QUALITY CONCERNS

Tea requires different treatment from durable handcrafted objects because opening the package can materially affect freshness, storage conditions, aroma, moisture exposure, and our ability to verify its condition.

Opened Tea — Personal Preference or Change of Mind

Opened tea is not eligible for voluntary return or exchange solely due to personal preference or change of mind, except where mandatory applicable law provides otherwise.

Examples of personal preference may include:

• You prefer a different flavor;

• The aroma is not personally to your taste;

• You change your mind after opening the package;

• You decide that you would prefer another tea.

Individual tasting perception is subjective and does not, by itself, establish that a tea is defective.

Unopened Tea

The return eligibility of unopened tea depends on:

• Applicable consumer law;

• Product condition;

• Packaging condition;

• Any applicable legal exception;

• The circumstances of the particular order.

Please contact us before sending any tea product back.

Tea Quality or Condition Problems

The restriction on personal-preference returns does not apply to legitimate concerns that tea was:

• Damaged;

• Incorrectly supplied;

• Compromised during transportation;

• Contaminated;

• Abnormally damp;

• Deteriorated;

• Materially different from its description;

• Otherwise defective or non-conforming.

If you notice a quality or condition issue after opening the tea, please contact us promptly.

Opening a package where reasonably necessary to discover a quality problem does not, by itself, prevent you from contacting us or exercising any mandatory rights that may apply.

Evidence for Tea Quality Reviews

To investigate a tea-quality concern fairly, we may reasonably request:

• Order number;

• Photographs of the outer package;

• Photographs of the tea packaging;

• Photographs or video of the tea;

• Batch or product information;

• Condition of the seal;

• Remaining quantity or weight;

• Description of the aroma, moisture, appearance, or other concern.

We may compare this information with pre-dispatch photographs, inspection records, packaging information, and weight records.

The purpose of this review is to determine the nature and cause of the issue; it does not remove any mandatory consumer rights.

14. HOW TO REQUEST A RETURN

Before physically sending an item back, please contact:

thepath@zentaoeast.com

Please include:

• Your name;

• Order number;

• Product you wish to return;

• Reason for the return, where relevant;

• Photographs or other information where the request concerns damage or quality.

We will provide:

• Return instructions;

• The appropriate return address;

• Recipient information where required;

• Customs declaration guidance where appropriate;

• A return reference or Return Merchandise Authorization (RMA) number where we use one for internal processing.

RMA and Statutory Rights

An RMA is an administrative tool that helps us identify, receive, and process returned products.

An RMA does not replace, restrict, or cancel any statutory right of withdrawal or other mandatory consumer right.

Where applicable law allows you to exercise a right of withdrawal through a valid withdrawal notice, our internal authorization procedure will not be used to prevent that right.

15. RETURN ADDRESS

ZentaoEast does not use its publicly listed business or operational address as an automatic return destination.

The appropriate return location may depend on:

• Product type;

• Order;

• Destination country;

• Customs requirements;

• Logistics route.

Authorized Return Region

Returns are generally coordinated to an authorized location in:

Tunxi District, Huangshan City, Anhui Province, China

The complete return street address, recipient name, telephone information where required, and customs instructions will be provided after you contact us.

Important

Do not automatically send products to our registered corporate address, ZENTAOEAST Studio address, or the sender address printed on your original parcel unless we expressly instruct you to do so.

Returns sent to an incorrect location or without following reasonable return instructions may:

• Experience processing delays;

• Be refused by a carrier or customs authority;

• Incur additional transportation or customs costs;

• Be difficult to identify.

Where permitted by law, avoidable costs caused solely by failure to follow reasonable return instructions may be the customer's responsibility.

This provision does not eliminate any mandatory statutory right you may have.

16. RETURN SHIPPING COSTS

The party responsible for return shipping depends on the reason for the return and applicable law.

Defective, Damaged, Incorrect or Non-Conforming Goods

Where the return results from our error or from goods that are defective, damaged, incorrectly supplied, or legally non-conforming, ZentaoEast will bear the return costs where required by applicable law.

We may provide:

• A prepaid return method;

• Reimbursement of reasonable return shipping;

• Another suitable solution.

Please contact us before arranging international return shipping so that unnecessary costs or customs problems can be avoided.

Change-of-Mind Returns

For an eligible change-of-mind return, the customer is generally responsible for the direct cost of returning the goods, where this has been properly disclosed and is permitted by applicable law.

Returned parcels should use a secure and trackable shipping method.

Original Delivery Charges

Where applicable consumer law requires reimbursement of the original standard delivery charge following a statutory withdrawal, we will provide that reimbursement.

We are not required to reimburse additional delivery costs resulting from your choice of a more expensive shipping method than the least expensive standard method we offered, where applicable law permits this.

Where your original order qualified for free shipping, we will not automatically deduct an artificial outbound shipping charge from a statutory refund solely because shipping was promotional.

For a voluntary return that is not based on a statutory right, any treatment of non-recoverable outbound shipping costs will be disclosed and applied only where permitted by applicable law.

17. RETURN CUSTOMS DECLARATIONS

International returns to China may require customs documentation.

Please follow the return declaration instructions that we provide.

Where appropriate, the parcel should be accurately identified as a returned product rather than a new commercial sale, subject to applicable customs requirements.

Do not intentionally provide false values, inaccurate descriptions, or misleading customs information.

If additional customs fees or losses arise solely because the customer ignored reasonable return instructions or submitted materially inaccurate customs information, documented costs may be taken into account where permitted by law.

Where a return is caused by our error or defective/non-conforming goods, this section will not be used to shift costs to the customer where applicable law requires us to bear them.

18. ORDER CANCELLATIONS BEFORE DISPATCH

If you wish to cancel or modify an order before it has been dispatched, please contact us as soon as possible at:

thepath@zentaoeast.com

If the order has not yet entered an irreversible fulfillment, customization, or shipping process, we will make reasonable efforts to cancel or modify it.

We do not automatically impose a 5% cancellation fee on ordinary orders cancelled before dispatch.

If an order has already been dispatched, the applicable return and withdrawal provisions of this Policy will apply.

Specially commissioned or personalized products may be subject to different cancellation rules where permitted by applicable law and clearly disclosed before purchase.

19. REFUSED, UNCLAIMED OR FAILED DELIVERIES

A shipment may be returned or otherwise handled by the carrier where the recipient:

• Provides an incorrect or incomplete address;

• Repeatedly fails to accept delivery;

• Fails to collect the parcel;

• Fails to provide information reasonably necessary for customs clearance;

• Fails to pay lawfully imposed import charges for a non-DDP shipment after those potential charges were properly disclosed;

• Refuses delivery without a legally valid reason.

If the parcel is successfully returned to us, we will inspect its condition.

Where a refund is otherwise due, we may, to the extent permitted by applicable law, deduct documented and non-recoverable costs actually caused by the failed delivery, including where appropriate:

• Return transportation;

• Carrier charges;

• Customs charges;

• Other direct logistics costs.

We do not automatically apply a percentage-based restocking fee.

We will not automatically classify the entire purchase price as non-refundable merely because a shipment was refused.

The appropriate outcome depends on:

• Why delivery failed;

• Product condition;

• Whether the goods were returned;

• Costs actually incurred;

• Applicable consumer law.

Nothing in this section limits mandatory rights where the refusal resulted from defective, damaged, incorrect, or non-conforming goods.

20. REFUND PROCESSING

Once an authorized return reaches the designated return location, we will inspect and process it as soon as reasonably possible.

For non-statutory returns, inspection and refund processing will normally take approximately 5–7 business days after receipt.

Where applicable law imposes a different refund deadline, we will follow that legally required deadline.

Where a statutory right of withdrawal applies, we may withhold reimbursement until:

• We receive the returned goods; or

• You provide evidence that the goods have been sent back,

where applicable law allows us to do so.

Refunds will normally be issued to the original payment method.

Depending on your bank or payment provider, additional processing time may be required before the funds appear in your account.

21. CURRENCY AND EXCHANGE-RATE DIFFERENCES

Refunds are normally issued in the currency and payment channel associated with the original transaction.

International banks, payment providers, or card issuers may apply their own exchange rates when converting currencies.

As a result, the amount shown in your local currency at the time of refund may differ from the local-currency amount shown when you originally purchased the product.

ZentaoEast does not control currency-conversion rates or independent fees applied by banks or third-party payment providers.

This does not affect the amount we are legally required to refund in the transaction currency.

22. EU/EEA AND OTHER STATUTORY WITHDRAWAL RIGHTS

If mandatory consumer law in your country grants you a right to withdraw from an online purchase, those rights apply notwithstanding anything in this Policy.

For eligible consumers covered by European Union distance-selling rules, the statutory withdrawal period is generally 14 days after receiving the goods, subject to applicable exclusions and special rules.

Where such a statutory right applies:

• You do not need to provide a reason for withdrawing;

• You must communicate your decision within the applicable withdrawal period;

• Returned goods must normally be sent within the legally applicable period after withdrawal;

• You may be responsible for the direct cost of return shipping where you were informed of this responsibility in advance;

• We will reimburse amounts required by applicable law, including applicable standard delivery costs;

• Additional costs for a delivery method more expensive than our least expensive standard option may be excluded where permitted;

• You may be responsible for actual diminished value caused by handling beyond what is reasonably necessary to inspect the product.

Nothing in this section creates a right of withdrawal where applicable law lawfully provides an exception for the particular product or circumstances.

Nothing in this Policy limits your separate rights concerning defective, damaged, or non-conforming goods.

23. MODEL WITHDRAWAL FORM

If applicable law grants you a statutory right of withdrawal, you may use the following form.

Use of this form is optional unless applicable law states otherwise.

MODEL WITHDRAWAL FORM

To:

ZentaoEast
A brand of Vicony Teas Co., Ltd.
Email: thepath@zentaoeast.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order Number:

Product(s):

Date Ordered:

Date Received:

Customer Name:

Customer Address:

Customer Email:

Date:

Signature (only if this form is submitted on paper):

After notifying us of your withdrawal, please wait for the appropriate return address and return instructions before physically sending the product.

24. BUSINESS AND CONTACT INFORMATION

ZentaoEast
A brand of Vicony Teas Co., Ltd. (黄山薇可尼茶叶有限公司)
Operated through ZENTAOEAST Studio

Registered Business Entity

Vicony Teas Co., Ltd.
黄山薇可尼茶叶有限公司

Registered Business Address

Room 901, Unit 2, Building 2, Longxiang Yujing
No. 38 Binjiang Middle Road, Yuzhong Subdistrict
Tunxi District, Huangshan City, Anhui Province
China

Operational Studio

ZENTAOEAST Studio
Room 402, Unit 2-1, Baichuan Fortune Plaza
Tunxi District, Huangshan City, Anhui Province
China

Contact

Website: zentaoeast.com
Email: thepath@zentaoeast.com

Returns

The registered business address and operational studio listed above are not designated product return addresses unless we expressly instruct you otherwise.

For all returns, please contact:

thepath@zentaoeast.com

We will provide the appropriate return address and instructions for your order.