Return and Refund Policy

Last updated: July 28, 2026

1. Overview

This Return and Refund Policy applies to purchases made through RascalTea, operated by:

ARCADIA INTERACTIVE, S.L.U.
Trading as RascalTea
Calle Fluvià, 1, bajos
07009 Palma, Illes Balears
Spain
NIF: B13747548
Email: contact@rascaltea.com

If your order arrives damaged, defective, incomplete or incorrect, please contact us and we will help resolve the issue in accordance with your applicable legal rights.

2. EU right of withdrawal

If you are a consumer in the European Union or European Economic Area, you generally have the right to withdraw from an eligible online purchase without giving a reason.

The withdrawal period expires 14 calendar days after the day on which you, or a third party designated by you other than the carrier, receives the goods.

If an order is delivered in several separate shipments, the period begins on the day you receive the last item or shipment.

To exercise this right, you must inform us of your decision before the withdrawal period expires by sending an unequivocal statement to contact@rascaltea.com. You may use the model withdrawal form included at the end of this policy, but its use is not mandatory.

3. Return conditions

To qualify for a return under the right of withdrawal, products must be returned:

• Unused and unopened.
• With any original seal intact.
• In their original packaging.
• In the same condition in which they were received.
• With proof of purchase or the relevant order number.

You may handle and inspect a product only to the extent reasonably necessary to establish its nature, characteristics and condition. You may be responsible for any reduction in value caused by handling beyond what is necessary for that purpose.

4. Products excluded from the right of withdrawal

The right of withdrawal does not apply where an exception established by applicable law applies, including:

• Build Your Blend and other products made to the customer's specifications or clearly personalised.
• Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed, where the applicable legal requirements for this exception are met.
• Goods liable to deteriorate or expire rapidly.

Opened or unsealed tea, infusions and other food products cannot normally be returned for food safety and hygiene reasons where the legal exception applies.

These exclusions do not affect your rights if a product is damaged, defective, incorrect or otherwise does not conform to the contract.

5. Build Your Blend and personalised products

Build Your Blend products are prepared according to the ingredients and specifications selected by the customer. They are therefore excluded from the right of withdrawal as personalised goods.

A Build Your Blend order may only be cancelled before its preparation has begun. Once preparation has started, it cannot be cancelled, returned or refunded unless it arrives damaged, defective, incorrect or does not conform to the order.

6. How to request a return

To request a return, email contact@rascaltea.com before sending any product. Please include:

• Your name and order number.
• The product you wish to return.
• Whether you are exercising your right of withdrawal or reporting a problem with the order.
• Photos of the product, packaging and shipping box if the item is damaged, defective or incorrect.

If the return is accepted, we will provide the appropriate return instructions and, where applicable, a return label or return code.

Do not send products to our registered office or to any other address without receiving return instructions from us first. Unauthorised returns may be refused or may experience significant processing delays.

7. Returning the products

After notifying us of your withdrawal, you must send the eligible products back without undue delay and no later than 14 calendar days from the date on which you informed us of your decision.

The deadline is met if you send the products before the 14-day return period expires.

You are responsible for packaging the products securely. We recommend using a tracked delivery service and keeping proof of shipment until the return has been completed.

8. Return shipping costs

If you exercise your right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the products.

If a product is damaged, defective, incomplete, incorrect or does not conform to the order, RascalTea will bear the reasonable return shipping cost where a return is necessary.

If we provide a prepaid return label for a change-of-mind return, its cost may be deducted from the refund after informing you of the amount in advance.

9. Refunds following withdrawal

If you validly exercise your right of withdrawal, we will reimburse all payments received for the returned products, including the cost of the least expensive standard delivery method offered for the order.

If you selected a delivery method that was more expensive than our standard delivery option, the additional delivery cost will not be refunded.

We will issue the refund without undue delay and no later than 14 calendar days after the date on which you informed us of your withdrawal. We may withhold the refund until we receive the returned goods or until you provide evidence that you have sent them back, whichever occurs first.

The refund will be made using the same payment method used for the original purchase unless you expressly agree otherwise. You will not be charged a fee for receiving the refund.

Your bank, card issuer or payment provider may require additional time to show the refund in your account.

10. Damaged, defective, incomplete or incorrect orders

Please inspect your order after delivery. If a product is damaged, defective, missing, incorrect or does not match its description, contact us as soon as reasonably possible at contact@rascaltea.com.

Please provide your order number, a description of the issue and clear photographs where relevant. Do not dispose of the product or its packaging until we have reviewed the issue.

Where a lack of conformity is confirmed, we will provide the remedy required under applicable consumer law. Depending on the circumstances, this may include replacement, an appropriate price reduction or a refund. Store credit will only be issued if you expressly agree to receive it.

This policy does not limit any statutory rights you may have in relation to faulty or non-conforming goods.

11. Exchanges

We do not offer automatic exchanges. If you would like a different product, you may place a new order and return the original product separately, provided it is eligible for return.

This does not affect any right you may have to request replacement of a damaged, defective, incorrect or non-conforming product.

12. Order cancellations

You may request cancellation of a standard order until it has been fulfilled. Contact us as soon as possible at contact@rascaltea.com.

Cancellation cannot be guaranteed once preparation, packing or fulfilment has begun. If the order has already been dispatched, an eligible cancellation will be handled as a return under this policy.

Personalised products, including Build Your Blend, cannot be cancelled once their preparation has begun.

13. Rascal Club orders

Products received as part of a Rascal Club subscription are subject to the same return conditions and legal exceptions described in this policy.

Cancelling a Rascal Club subscription does not automatically cancel or refund an order that has already been processed, prepared or dispatched.

Subscription cancellations and modifications are also governed by our Purchase Options Cancellation Policy.

14. Model withdrawal form

Complete and send this form only if you wish to withdraw from an eligible purchase:

To:
ARCADIA INTERACTIVE, S.L.U.
Trading as RascalTea
Calle Fluvià, 1, bajos
07009 Palma, Illes Balears
Spain
Email: contact@rascaltea.com

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

____________________________________________

Order number:

____________________________________________

Ordered on / received on:

____________________________________________

Name of consumer:

____________________________________________

Address of consumer:

____________________________________________

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

____________________________________________

Date:

____________________________________________

15. Contact

For questions about cancellations, returns or refunds, contact us at contact@rascaltea.com.