GENERAL TERMS & CONDITIONS

The following General Terms & Conditions (hereinafter GTC) apply to all product ranges available at the www.thejapaneseteahub.eu & www.thejapaneseteahub.com websites & they qualify as the general contract terms & conditions (T&C) between us & our customers.

Our company reserves the right to modify the provisions of the GTC at any given time without the need of prior notification. Therefore, we kindly ask you to read the T&C before placing any orders with us. In the event of any amendment to the GTC, the T&C will become automatically effective on the day & time of their modification.

These terms and conditions apply to all orders you place through www.thejapaneseteahub.eu, www.thejapaneseteahub.com & all their sub-pages.

 

The Japanese Tea Hub reserves the right to refuse an order placement without further explanation. To be determined on individual cases. To place orders &shop at www.thejapaneseteahub.eu & www.thejapaneseteahub.com you must be 18 years old or older. Any orders placed by anyone under 18 years old will be cancelled automatically as soon as we find out about such information.

The Japanese Tea Hub does not take responsibility for any inventory differences, technical issues and/or any typographical issues on any of our websites or any of their subpages. Please contact us as soon as possible if you encounter any issues so we can correct them straight away.

2. PACKAGING

3. STOCK AVAILABILITY

We package your orders with the utmost care & attention. Our extensive experience guarantees that all the products you order will be shipped to you in perfect condition.

 

Orders have no quantity limit (unless specified otherwise.) Stock availability might be limited so please check before placing an order. If you have any questions regarding stock availability contact us.

 

 

Orders on tea utensils, tea ware & accessories are limited to inventory. Order of higher quantities may be possible depending on the manufacturer’s stock availability. However, it will require a longer waiting time for shipping. In cases where there is a delay in the preparation of the package we will contact you to coordinate the date of the shipping.

 

If you need a larger quantity of tea or accessories than it is available in the shop, please contact us so we can arrange a pre-order. Pre-orders are subjected to approval and manufacturer’s availability. Pre-orders are paid in advance & unless there are any issues from our side, they aren’t refundable.

4. SALES TO OTHER COUNTRIES

5. PAYMENT

COUNTRIES WITHIN THE EU

We are happy to sell our Japanese teas & tea ware to a number of countries within the EU. Do not hesitate to contact us if you have any questions.

EU countries pay Swedish VAT. It is duty free within the EU. Companies that are registered for VAT in an EU country other than Sweden & submit their VAT registration number to us when ordering, do not pay Swedish VAT. We will manually remove the VAT from your order when creating the invoice. Contact us before placing the order via our website.

 

COUNTRIES OUTSIDE THE EU

We are more than happy to serve customers located outside the EU. The freight is calculated according to a shipping table based on weight and can be seen in the shopping cart page when the relevant country is selected and has been updated with the update button or when a customer account has been created.

Companies buying from us, do not have  to pay Swedish VAT. However, they are obliged to pay VAT in their home country. Private individuals (exceptions apply) pay Swedish VAT on any purchases made within our websites.

If your country is not included within the list of countries we usually ship to, please contact us so we can discuss possible shipping methods and costs.

Please keep in mind that any additional taxes to be paid to your country’s customs have nothing to do with us or the services we provide. Keep this in mind when making purchases in our web shops.

NORWAY (NEW IMPORT RULES FROM 2020, CURRENTLY UNDER REVIEW)

We are currently reviewing the new import rules for Norway, we should be updating the information in the site soon.

We currently offer  a number of  payment methods. Paypal, Swish, Card payments via Stripe or manual payments via cash if the deliveries are made in person. We reserve the right to cancel, update or modify our offered payment methods & conditions at any time. Contact us if you have any questions, feedback or requests.

 

Orders placed on www.thejapaneseteahub.eu & www.thejapaneseteahub.com must be paid right after the purchase has been made. We are unable to offer any line of credit at this moment time.

For B2B we might offer special conditions upon passing a financial check & after the very few orders have been paid in advance.

6. SHIPMENT

7.FULFILLING, SHIPPING & DELIVERY TIMES

We are currently in the process to get better shipping fares for our customers. We will update the shipping costs tables accordingly on due time. A handling fee of 10 SEK is added automatically to the shipping costs in order to cover for packing and wrapping items.

 

WITHIN SWEDEN

Please check the shipping costs table within the shopping cart order summary for more information.
 

We offer free shipping costs depending on the amount of purchase & weight of the products. You can check the shipping costs before product checkout.

REST OF THE COUNTRIES

We offer free shipping costs depending on the amount of purchase, the weight of the products & the delivery zone you are based in. You can check the shipping costs on product checkout.

We usually ship your goods the same day the order has been placed & paid for. Delivery time might vary depending on the season or weather conditions among other things such as COVID-19. It can be within the following day in Sweden however, please note that it can take up to 5 business days. If you have any questions regarding your order delivery you can contact the courier.


 

We currently use Post Nord & DHL to send shipments. Teas & teaware volumes differ greatly, this is why parcel sizes might vary depending of the goods ordered. Also please note that some items are more fragile than others & will require extra care when being shipped.

 

Post Nord, only delivers  at home those packages which are no more than three centimetres thick. A notice slip is usually delivered instead, for the order to be picked-up at the nearest pick-up point if the parcel exceeds the thickness limit.


We ship the products using the appropriate wrapping for each type of item. Our teas are packed in origin using suitable tea packaging.


If an order has been not picked-up & it is returned to us, we must charge additional postage fees in order to sent it out again. The customer is solely responsible of paying the total shipping cost for us to resend an order & full postage amount will be charged according to the current Post Nord or DHL price lists.

9. CLAIMS & COMPLAINTS

10. DAMAGE OF GOODS

In the unlikely case of you having received different items than the ones you ordered you have the right to complaint straight away. Please let us know as soon as possible so we can review your order and we will inform you how we will proceed.


If a product you have ordered does not meet your expectations please contact us as soon as possible so we can have a look into the matter. Feedback is more than welcome.

In case of a dispute, we kindly ask you to refer to the ARN (General Complaints) & we always follow their recommendations. However, before reaching to this point we would like to discuss the matter with you, discussing the matter might help us to find common ground and a solution for any issues that might arise.


After reviewing the order placed with us and the complaint, we might authorize to send an item as a replacement & take the item already sent back. We will cover all the shipping costs in this specific case.


Never send an item back to us without having contacted us first. We cannot be held responsible for any items sent back to us without prior notice.

If a parcel shipped by us presents any signs of heavy damage, we kindly request you to refuse its collection & make a claim specifying the reason for the refusal.




If a parcel shipped by us do not present any damage on the outside but the items inside are damaged, you must notify this to us as soon as possible. For complaints due to shipment damage we might approve claims automatically. As soon as your claim has been approved, a new product will be shipped to you asap once the damaged product has been returned to us. In the case the item is not longer in stock, you can choose to wait until the item gets restocked or to get a full reimbursement for the damage item plus the proportion of the postage (full postage will be reimbursed if a single item was contained in the order.)

11. WITHDRAWAL

Never send an item back to us without having contacted us first. We cannot be held responsible for any items sent back to us without prior notice.


When buying products by mail order (online or otherwise), you are usually protected by the European e-commerce law, which grants you 14 days of money-back guarantee. This guarantee however does not apply to food goods, please note that tea is considered food despite being a beverage, therefore tea is excluded from the 14 day money-back guarantee period unless the package is unopened & in the same state it was when shipped.

 

Teaware, tea apparel, tea tools, tea appliances, tea accessories can be returned within 14 days after the items have been received, as long as they are kept unopened in their original packages. Only products that are returned unopened in their original packages qualify for the 14 days money-back guarantee period. Exceptions apply e.g. damaged products (see point number 10 above.)
 

In the event of an authorized refund, you will receive a full refund of the items ordered (once the items have been received back) minus the shipping costs, which you are responsible for. Exceptions apply e.g. damaged products (see point number 10 above.)






Items cannot be returned if 14 days or more have passed from the time of their purchase.

PAYMENT POLICY

12. PAYMENT

13. SHIPPING COSTS

By clicking the CONFIRM Paypal Payment Button, you will be redirected to a secure payment web page operated by PayPal Holdings Inc., where options to proceed with a PayPal account or guest user are available.

After having provided adequate information and by clicking on the Continue button, you can start the transaction.

If you are not redirected from the payment page to the web store then the transaction is considered unsuccessful. If you are on the payment page and you click on the Cancel and return to The Japanese Tea Hub or Refresh button or if you close the browser window before you are redirected to the web store, the payment is considered unsuccessful.

If you would like to receive further information on the status of a transaction or the reasons for its failure, please get in touch with your bank provider.

Cards accepted: The PayPal payment page accepts bank cards belonging to the VISA, MasterCard, JCB, AMERICAN EXPRESS, Discover Card. You can pay from any foreign currency account according to the current exchange rate of PayPal. The usage of PayPal system is a secure transaction method. Learn more about PayPal HERE.

You can also choose to press on Checkout button instead. In that case, you can choose different payment methods such as Swish (Sweden) or card (Visa & Mastercard.)

If you choose to pay via Swish, please read the message with the information on how to pay with Swish. If the order is not paid within 48 hours it will be cancelled.

If you choose to pay with your card, you will be requested to enter your card details. We only use the card details to fulfil your payment. We use Stripe as a card service provided and therefore your data is shared with them for this specific purpose. We don’t store or share your data with any other third party services.



The sales prices on the website are listed in SEK or Swedish Krona and include Swedish VAT.

Pursuant to the currently effective Swedish laws a certain percentage of VAT applies to all items contained in the webshop. Exceptions depending on the region the purchase is made from might apply. Please read our General Terms & Conditions above.

In Sweden, the general VAT rate is at 25%, tea is considered food & therefore has a 12% VAT rate. 

 

The sale price of our products listed on the website do not include shipping charges (unless specified otherwise) or customs fees. Handling costs (packaging and preparation of package), postage (official prices charged by delivery services), VAT & fuel surcharges (also charged by delivery services) are calculated based on the receiving country, the chosen delivery service and the measurement/weight of the package. All prices in the web shop include VAT unless specified otherwise. Shipping costs, fuel surcharges & handling fees already included in the shipping costs displayed within the web shop and are to be paid by the customer.

Customers are notified about related fees in all cases before finalizing the purchase. The postage along with the goods prices have to be paid in full in advance for the delivery of the products.

Please note that the package fee is calculated based on the gross weight of the full package that is made up of the gross weight of the ordered items & the packaging. The shown weight in some product descriptions (usually loose teas) are of the net weight.

An extra fee of 10 SEK for wrapping & handling is added to each parcel



14. CUSTOM FEES, TARIFF, DUTIES

Please note that custom fees are outside of our service scope. These charges (if applicable) are not included in the shipping costs.

It may occur that duties have to be paid upon receiving the parcel. These fees are charged by the receiving country and we have no control over them. If you would like to know more about the current rates of customs duties in your country please contact your local authority.



CANCELLATION POLICY

15. GENERAL EVENT CANCELLATION POLICY

16. PRIVATE CUSTOMERS & SMALL EVENTS

At The Japanese Tea Hub, we understand that life can throw challenges at us and things don’t go as planned sometimes. We have a comprehensive cancellation policy in place for your peace of mind.



1 to 1 sessions and small group events taking place at customer’s place.

Private Customers – Cancellation: We offer a full refund if you cancel your booking up to 48 hrs before your booked session is due to start. No questions asked, however feedback is always welcome.



Private Customers – Re-schedule: If you were not able to cancel up to 48 hours before your booking session was due to start, don’t panic! We can re-schedule your session to a more suitable date and time, free of charge. Please note that this option is subject to availability so we ask for flexibility when re-scheduling a session.

 

Public events – Private Customers – Cancellation: We offer a full refund if you cancel your booking up to 7 days before the event is due to start. Tickets cannot be cancelled if the request of cancellation is not made at least 7 days before the event is due to start. No questions asked, however feedback is always welcome.

Private Customers – Ticket Transfer: If you were not able to cancel up to 7 days before the event is due to start we can offer a ticket transfer free of charge, if the request of transfer is received between 6 days and 2 days before the event is due to start. This service is subject to availability and is only possible if there are people in the waiting list. We will do our best to fulfill your request but please keep in mind that we might not always be able to offer a ticket transfer. If a ticket request is not made between 6 and 2 days before the event is due to start we cannot offer a transfer, nor a refund.

17. CORPORATE CUSTOMERS, PUBLIC & PRIVATE EVENTS

18. CANCELLATION DUE TO UNFORESEEN CIRCUMSTANCES

Corporate Customers – Private events – Cancellation: We can offer a full refund if the cancellation is made at least 7 days before the event is due to start. No questions asked but feedback is always welcome.



Re-schedule: – If the cancellation request is made between 6 and 2 days before the event is due to start, we can offer to re-schedule the event to a more suitable time and date. Please note that this option is subject to availability so we ask for some flexibility. If a re-schedule request is not made between 6 and 2 days before the event is due to start, we cannot offer a re-schedule or a refund.

 

Public events – Cancellation: We can offer a full refund if the cancellation is made at least 14 days before the event is due to start. No questions asked but feedback is always welcome.

 

Re-schedule Policy: – If the cancellation request is made between 13 and 7 days before the event is due to start, we can offer to re-schedule the event to a more suitable time and date. Please note that this option is subject to availability so we ask for some flexibility. If a re-schedule request is not made between 13 and 7 days before the event is due to start, we cannot offer a re-schedule or a refund.

The Japanese Tea Hub reserves the right of re-scheduling or cancelling any event due to unforeseen circumstances such as illness, poor sales for the event, failures in the supply chain or any major issue that might occur. We work hard to organize our events yet sometimes modifications might be required. We will do our best to notify affected parties as soon as possible and to accommodate any changes or requests to make up for the inconvenience caused.



In the rare case we are forced to cancel any bookings due to unforeseen circumstances we will offer an automatic full refund. The customer can choose to re-schedule instead.

19. FREE EVENTS

Free events are complimentary & no payment is required. The Japanese Tea Hub reserves the right to modify the conditions or cancelling free events at all times. We will communicate the cancellation on re-scheduling of free events on due time to anyone who may have signed for the event. 



PRIVACY POLICY

20. PERSONAL INFORMATION

21. PRIVACY

When you order any items from The Japanese Tea Hub web shop: www.thejapaneseteahub.eu,  or www.thejapaneseteahub.com, you grant us permission to collect, store and process your information. When you create an account with us, we may contact you via your email address in the case you may have placed items in the shopping cart without having completed the order. We use your personal information to fulfil any orders your may place with us and also to deliver the items you ordered to you. Your personal details (name, address, telephone number and/or email) will be forwarded to a shipping company to enable the delivery of the goods.



The personal information you provide on the web shop is used to make it easy for you to use your account features and to deliver your orders. You can choose to create, update, modify or request to delete your account at any time.

 

If you choose to subscribe to our Newsletter, we will be sending punctual marketing emails to you in order to keep you in the loop about events, new items, offers or new blog posts. You can choose to unsubscribe at any time by using the link to unsubscribe included within the newsletter email. Our newsletter will contain offers, promotions, news… exclusively related to our business.

 

We use Wix as a platform for our website services. Wix also offers an app you can choose to install in order to communicate with us. Installing the app is voluntary. The app can be installed/uninstalled at will, at any given time. The app is connected to our Business profile in Facebook and allows us to communicate with you easily via Facebook messenger through the Wix app chat. The Japanese Tea Hub cannot guarantee that the content of the messages exchanged via Facebook messenger are encrypted. Please refer to Facebook Privacy Policies should you choose to communicate with us through this channel in order to find out more about Facebook Privacy Policies.

We use Ascend by Wix to power our site forms and chat. Ascend is a suite  that lets entrepreneurs start, manage and promote a business directly from the Wix web development platform.Click on the link below:

Ascend by Wix

We also use Mail Chimp for our Newsletters. Please refer to Mailchimp’s Privacy Policy for further information.

Mailchimp

In the unlikely case of finding any issues when trying to unsubscribe or requesting to delete your account please let us know immediately so we can look into the matter as soon as possible and resolve the issue for you.

We use Gandi as our email managing company. Each time you contact us, your message is send to us and received in our mailbox at Gandi. If you want to find out more about Gandi’s Terms of Services you can do so by clicking on the following link.

Gandi

We use Paypal, Swish & Stripe as payment providers. Please visit each merchant should you like to find out more about their Privacy Policies. 

Paypal

Swish

Stripe

Your personal data will stay with us. We do not sell or forward your customer information to third parties for promotional purposes or for other purposes. No credit card details are listed or saved at www.thejapaneseteahub.eu or www.thejapaneseteahub.com. You are ported to the Paypal encrypted website, which is an authorized payment institution for payments of all sorts. The only ones in addition to us who share customer information are the necessary partners that handle our payment methods.

22. ENCRYPTION

23. CONTACT US FORM

In our web shop, your information is protected by encryption through SSL. SSL stands for Secure Sockets Layer and is a feature that encrypts all information sent. You verify this by the display of HTTPS before our web shop address.



If you choose to contact us via our Contact Us form within our website or by email, we will not send you any unwanted messages and/or advertising. We will only use your email to reply to your questions, solve your doubts, deal with your inquiries or updating you about any placed orders.



24. PLUGINS

25. COOKIES

We use plugins in the form of Facebook button, Instagram button, Pinterest button, Twitter button, Gmail account linking and Instagram feed. This is the contact address from the suppliers:
 

  • Facebook Inc. (California Ave, Palo Alto, CA 94304, USA), abbreviated Facebook.

  • Twitter, Inc., (1355 Market Street, Suite 900, San Francisco, CA 94103, USA), abbreviated Twitter.

  • Google Inc. (1600 Amphitheatre Parkway, Mountain View, CA 94043, USA), abbreviated Google.

  • Instagram Inc. (200 Jefferson Dr, Menlo Park, CA 94025, USA), abbreviated Instagram.

  • Pinterest Inc. ( 505 Brannan St, San Francisco, CA 94107, USA ), abbreviated Pinterest



If you visit a page with this type of plugin, your browser will create a link with the respective provider’s server. Suppliers receive information that your browser accesses through the respective page of our site from the button application, whether you have a profile or account with the providers or not, or are logged in or not. The information and your IP address will be sent from your browser to a server at the respective supplier in the United States and be stored there. If you have an account and you are logged in while visiting our site, the respective supplier can link your visit to the site with your account.

You have the option to Sign Up for an account with us and Log In by linking your Gmail account. If you choose such option, your account with us will be linked to your chosen Gmail address for Log In purposes. You can choose to unlink your account at any time by choosing the relevant option in your Google Settings account.
More information about these suppliers Policies and Data Management can be found on the respective suppliers websites:
 

Cookies are small text files stored on your computer. These files contain no personal information. www.thejapaneseteahub.eu or www.thejapaneseteahub.com use cookies for features of the website that do not contain personal information. You can block the use of cookies through your browser, but the website will not work. You agree to the use of these cookies by browsing or shopping on our website.

You can read more about cookies by clicking on the link placed at the bottom of our website. You can also visit All About Cookies for more information.

THIRD PARTY COOKIES

GOOGLE ANALYTICS

This web shop uses Google Analytics, a web service from Google Inc. (1600 Amphitheatre Parkway, Mountain View, CA 94043, USA), abbreviated Google.

Google Analytics uses text files, so-called cookies. Cookies are stored on your computer and provide information on how you use our website. This information is transferred to a Google server in the United States and is stored there. This site activates an anonymization of your IP address.

Within the EU, the IP address of Google is shortened. Only in exceptional cases the entire IP address is transferred to a Google server in the United States and is stored there. Google uses the collected information to compile evaluations and reports for The Japanese Tea Hub regarding use and activity on the website, as well as providing additional services for the The Japanese Tea Hub in conjunction with the use of this website and the internet.

By using this site, you agree to the processing of the data collected from you by Google.

You can prevent Google from collecting and processing the information generated by cookies by downloading and installing a plug-in for your browser here.

Should you like to find out more please check Google’s Privacy Policy.

RETURN POLICY

26. CLAIMS & COMPLAINS

27. DAMAGE OF GOODS DURING TRANSPORT

We check really carefully each single item upon being received from the manufacturers and before is being sent to you.

In the unlikely case of you receiving different items than the ones you ordered, you have the right to complaint straight away. Please let us know as soon as possible so we can review your order and we will inform you how we will proceed.



We highly recommend you to have a look at the photos and read the description of the items carefully before placing an order. You can always contact us before placing an order if you have questions about a particular item. If a product you have ordered does not meet your expectations please contact us as soon as possible so we can have a look into the matter. Feedback is more than welcome.

In case of a dispute, we kindly ask you to refer to the ARN (General Complaints)  since we always follow their recommendations. However, before reaching to this point we would like to discuss the matter with you. Discussing the matter help us to find common ground and a solution for any issues that might arise.

After reviewing the order placed with us and the complaint, we might authorize to send an item as a replacement and take the item already sent back. We will cover all the shipping costs in this specific case.

Never send an item back to us without having contacted us first. We cannot be held responsible for any issues that might arise due to items being sent back to us without prior notice.

If a parcel shipped by us presents any signs of heavy damage, we kindly request you to refuse its collection and make a claim specifying the reason for the refusal. We will take care of it as soon as the item is back to us.



If a parcel shipped by us do not present any damage on the outside but the items inside are damaged, you must notify this to us as soon as possible. For complaints due to shipment damage we might approve claims automatically. As soon as your claim has been approved, a new product will be shipped to you asap. In the case the item is not longer in stock, you can choose to wait until the item gets restocked or to get a full reimbursement for the damage item plus the proportion of the postage (full postage will be reimbursed if a single item was contained in the order.)

In case of a dispute, we kindly ask you to refer to the ARN (General Complaints)  since we always follow their recommendations. However, before reaching to this point we would like to discuss the matter with you. Discussing the matter help us to find common ground and a solution for any issues that might arise.

28. WITHDRAWAL

Never send an item back to us without having contacted us first. We cannot be held responsible for any issues that might arise due to items being sent back to us without prior notice.

When buying products by mail order (online or otherwise), you are usually protected by the law, which grants you 14 days of money-back guarantee. This guarantee however does not apply to food goods, please note that tea is considered food despite being a beverage, therefore tea is excluded from the 14 day money-back guarantee period.

Teaware, tea apparel, tea tools, tea appliances, tea accessories can be returned within 14 days after the items have been received, as long as they are kept unopened and in their original packages. Only products (except tea) that are returned unopened in their original packages qualify for the 14 day money-back guarantee period.

In the even of an authorized refund, you will receive a full refund of the items ordered (once the items have been received back) minus the shipping costs, which you are responsible for.

Items cannot be returned after 14 days have past from the time of their delivery as per European e-commerce law.

Q&A

A. From Japan, we either order to Japan directly or we buy via one of our authorized European wholesalers.

A. Yes, we do. We carry all the necessary authorizations in order to sell teas online and also to import/export the teas.

A. We are based in Gothenburg, Sweden.

A. Unfortunately, we currently don’t.

A. Currently you can use PayPal, Visa, MasterCard or Swish. We are looking into implementing additional payment methods in the future.

A. While they have been certified they cannot be sold as such, they are naturally grown by following the EU standards.

A. Yes, we are. Contact us for more information.

A. Unfortunately, we currently don’t ship to Norway. We are working on it. Stay tuned!

A. Yes, the Global Japanese Tea Association & we have also been recognised as a Japanese Food Supporter by the Japanese Government.

A. Yes, we do offer training in Japanese teas. Either online or in person. Contact us for more info.

A. Yes, we do. Contact us for more info or check the services available on our site.

A. Yes, we do, twice a week. Contact us for more info.

MORE INFORMATION

TERMS & CONDITIONS

The following General Terms & Conditions (hereinafter GTC) apply to all product ranges available at the www.thejapaneseteahub.eu & www.thejapaneseteahub.com websites & they qualify as the general contract terms & conditions (T&C) between us & our customers.

Our company reserves the right to modify the provisions of the GTC at any given time without the need of prior notification. Therefore, we kindly ask you to read the T&C before placing any orders with us. In the event of any amendment to the GTC, the T&C will become automatically effective on the day & time of their modification.

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