Refund policy
Overview
We want you to love your Tevara infuser. If something's genuinely wrong with it, we'll make it right. This policy explains what's covered, what isn't, and how to start a return.
You have 30 days from the delivery date to request a return or exchange.
What's Covered
- Manufacturing defects. If your infuser arrives with a defect — a flaw in the glass, a faulty seal, a part that doesn't work as intended — we'll send a replacement or issue a full refund, your choice.
- Wrong item received. If we shipped you the wrong color, size, or product, we'll fix it at no cost to you.
- Unused, unopened returns. If you simply change your mind, you can return an unused, unopened item in its original packaging within the 30-day window for a refund, minus original shipping costs.
What's Not Covered
Our infusers are double-walled glass, and like any glass product, they can break if used or handled incorrectly or outside their intended use. The following are not covered by this policy:
- Damage from drops, impacts, or being knocked over after delivery.
- Thermal shock cracking from not following our Safe Use Guide (for example: pouring near-boiling water into a cold infuser straight from the fridge or freezer, or moving it between extreme temperature changes too quickly).
- Damage from the dishwasher, oven, microwave, freezer, or stovetop — our infusers are not rated for these and the product listing and included Safe Use Guide say so.
- Normal wear and tear.
We know breakage can be frustrating regardless of the cause, and we're not trying to make this hard on you—we just can't treat glass broken from a drop the same as glass that arrived defective. If you're ever unsure which category your situation falls into, reach out—we'll take a look and explain what we're seeing.
Damaged, Lost, or Stolen in Transit
If your package arrives damaged, or goes missing or stolen after being marked delivered, and you added Package Protection to your order, you're covered for a free replacement—just contact us with your order number. Package Protection is an optional add-on available at checkout; without it, transit damage/loss claims go through the shipping carrier directly, and we're happy to help you file one, but can't guarantee a free replacement or refund in that case. See our Shipping Policy for details.
How to Start a Return
Email us at trytevara@gmail.com with your order number, a description of the issue, and—for anything other than "I changed my mind"—a photo or short video. This helps us figure out what happened and get you a resolution faster.
Refunds
Once your return is approved, we'll process your refund to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or card issuer.
Questions
We're a small team and we read every message. Reach us at trytevara@gmail.com