Sandao · Chinese teaware & culture
Returns, Refunds & Transit Damage
Last updated: October 19, 2026
Need to return an item or report a problem? Email service@sandao.com with your order number and a brief description. We review return requests and respond within three business days. Business days are Monday to Friday, excluding public holidays in China, using Shanghai time (UTC+8). Mandatory consumer rights remain unaffected.
Cancel an unpaid request
You can cancel an unpaid order request by contacting us. If you have already paid, contact us promptly. We will check whether dispatch can still be stopped and explain the refund or return arrangements.
Change of mind and withdrawal
We offer a 14-calendar-day period after delivery to notify us of a change-of-mind return, subject to any lawful exception clearly disclosed for the particular product before purchase. Where a statutory withdrawal right applies, its conditions and any longer period take precedence. You do not need to give a reason to exercise that right.
Email us a clear statement that you wish to withdraw from the purchase, with your name and order number. You may use the model notice below. A valid withdrawal notice takes effect when given in accordance with applicable law; it does not depend on us approving the request. Our three-business-day review period does not delay or shorten your right to give notice.
Where statutory withdrawal rules apply, send the goods back within 14 days after notifying us, unless an applicable rule gives you more time. Contact us for packing and return instructions; the standard return address is listed below.
For voluntary change-of-mind returns, keep goods unused and in their original condition, with accessories and suitable protective packaging. Statutory rights to inspect goods remain unaffected. Any lawful deduction for diminished value must relate to handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.
Personalized goods, perishable goods or certain opened sealed goods may have specific exceptions under applicable law. We identify any applicable exception before purchase. Being handmade, made after an order, tea or food does not by itself establish an exception.
Who pays return shipping?
If the return is needed because of a mistake or problem on Sandao’s side, we pay the return shipping. This includes an incorrect item, a defective item or damage in transit. Contact us so we can arrange the return service or explain how we will reimburse the return shipping. We may resolve a claim without requiring the goods to be returned.
If the return is for a reason on the customer’s side, the customer pays the return shipping, subject to applicable law. Examples include changing your mind or ordering the wrong item when we supplied the item correctly. International returns go to China and can be costly; ask us for a return-shipping estimate before buying if this is important to your decision. For goods that cannot normally be returned by post, we disclose the return-cost estimate before purchase where required.
Return address
Shanghai Songpin Tea Co., Ltd.Attn: Jinming Wang
Room 400, No. 8 Building, Lane 129, Hulan West Road,
Baoshan District, Shanghai, 200443, China
Phone: +86 180 5723 9928
Email: service@sandao.com
Include your order number in the parcel so we can identify it. Contact us before dispatch for return instructions and any customs information needed. Use protective packaging appropriate for fragile teaware and keep proof of postage and any tracking details. Contacting us for instructions does not make a statutory withdrawal notice subject to approval.
Damaged, incorrect or faulty goods
Please tell us as soon as practical, preferably within 48 hours of discovering transit damage, so we can investigate while packaging and carrier information are available. This preference is not a deadline that extinguishes your legal rights. Send photographs of the item, packaging and label if available. An unboxing video is helpful but not required, and missing original packaging alone does not automatically defeat a valid claim.
We assess the problem with you and arrange an appropriate remedy, which may include repair, replacement, a price reduction or refund as required by applicable law. Where practical, keep the goods and packaging until we have discussed the next steps.
Refund processing
When a refund is due for returned goods, we issue it within three business days after we receive the goods back. We carry out any necessary inspection within that period, rather than starting a new waiting period after inspection. Refunds go to the original payment method unless you expressly agree otherwise and applicable law permits it. We confirm when the refund has been issued. Your bank or payment provider may take additional time to show the credit in your account; that posting time is separate from our processing period.
Any applicable earlier legal deadline takes precedence. For an applicable statutory withdrawal, we refund the payments received, including the cost of standard outbound delivery where required, without undue delay and within 14 days of receiving the withdrawal notice. Unless applicable law requires otherwise, we may withhold reimbursement until the goods are received back or you provide evidence of sending them back, whichever occurs first. The three-business-day processing promise does not extend that deadline or make physical receipt necessary where sufficient return evidence requires an earlier refund. Additional cost for an upgraded outbound delivery service you selected is not reimbursed where the law permits its exclusion.
If we agree that a return is unnecessary, we confirm the refund amount and processing arrangements with you, subject to any applicable legal deadline. Approval of a refund request is different from a refund that has actually been issued.
Model withdrawal notice
To: Shanghai Songpin Tea Co., Ltd., at the return address above or by email below.
I hereby give notice that I withdraw from my contract of sale of the following goods: [goods].
Order number: [number]. Ordered on / received on: [date].
Consumer name and address: [details]. Email for confirmation: [email].
Date: [date]. Signature: [only if sent on paper].
Contact us
Shanghai Songpin Tea Co., Ltd.
Returns contact: Jinming Wang
Phone: +86 180 5723 9928
Email: service@sandao.com
Return address: Room 400, No. 8 Building, Lane 129, Hulan West Road, Baoshan District, Shanghai, 200443, China