Returns and refunds

Effective September 4, 2026

If the tea isn't right, we make it right. Retail pouches: full refund, thirty days, no forms. Wholesale terms are below.

Retail pouches (80 g): return for any reason within 30 days of delivery for a full refund of the price you paid for the tea. Unopened, mail it back to us. Opened, keep it; we cannot resell an opened food product, so just email us and we refund. You do not need a receipt; we find your order by your name or email. Sale-priced tea is returnable on the same terms. There are no restocking or other fees.

Damaged, wrong, missing, or defective: email a photo within 30 days of delivery and we send a replacement or a full refund, your choice. Nothing to mail back. If the tea turns out to be spoiled or off before its best-by date, tell us when you notice it; the 30-day limit is for changes of mind, not for tea that was not right when we shipped it.

Wholesale bags (1 kg) and wholesale invoices: unopened bags may be returned within 14 days of delivery for a full refund of the bag price; you pay return postage unless the mistake was ours. If a bag arrives damaged, or an order is wrong or short, tell us within 7 days of delivery with a photo of the bag and the box, and we replace it or credit your invoice, your choice. Opened bags cannot be returned for a change of mind. If the tea in an opened bag is not what you ordered, or is spoiled or off before its best-by date, tell us within 14 days of delivery and we replace it or credit you.

How to start a return

Email kert@aobaki.com or call 808-563-5007 with your name, order date, and what you'd like: refund or replacement. Include a photo if something arrived damaged, and keep the box and packaging until we say it is no longer needed; the carrier may ask to see it.
For an unopened pouch or bag we'll send you the return address and, if the mistake was ours, a prepaid label. If you simply changed your mind, you pay return postage.
Refunds go back to the card or payment method you used. For a pouch or bag you mail back, we start the refund within 5 business days after it reaches us. When there is nothing to send back (an opened pouch, or a damaged, wrong, or missing item), we start the refund within 5 business days of your email. Most banks post it within 3 to 10 business days after that.

What's refunded

The price you paid for the tea, including any Hawaiʻi general excise tax passed on with it.
Original shipping is refunded when the item was damaged, wrong, or missing. It is not refunded for a change of mind.
Orders placed through a wholesale marketplace such as Faire are returned through that marketplace, not by email to us. Faire's returns cover unopened product in its original packaging within Faire's window, and we honor its decisions. If a Faire shipment arrives damaged or wrong, report it in Faire so both of us have the record.

Cancellations

Email us and we cancel any order that has not shipped, with a full refund issued within 7 business days (card refunds usually post within one billing cycle). If we ever cannot ship on time, we email you a new date and you may cancel then for a full refund. Once a package is with the carrier, it becomes a return under the terms above.

Questions

Aobaki, LLC, 431 7th Street, Lanai City, HI 96763. Mail: PO Box 631255, Lanai City, HI 96763. kert@aobaki.com · 808-563-5007. Hawaiʻi is two to three hours behind the West Coast; we usually answer within one business day. If you have not heard from us in two, please call.