Applicability of General Conditions of Sale

1.1 Each order placed with TWG Tea Company Pte Ltd or any of its affiliated companies (“TWG Tea”) by means of the eCommerce website (“the Website”) and/or the Mobile Application (“the App”) (collectively referred to as “the Media’) shall be governed by the present General Conditions of Sale. They shall apply to the exclusion of all other conditions. By placing an order, you acknowledge that you have read, understood and accepted, without reserve, the present General Conditions of Sale.

1.2 By using the Media, you also accept and agree to be bound by our Terms of Use and Privacy Policy. TWG Tea invites you to read them carefully before using the services provided on the Media.

1.3 TWG Tea reserves the right, at any time, to modify the present General Conditions of Sale by posting a new dated version on the Media. By placing an order after TWG Tea has posted a new version of its General Conditions of Sale, you agree to be bound by that updated version.

2. Registration

2.1 When you register on either or both of the Media, you must ensure that the mandatory registration information you provide is correct and complete.

2.2 Please inform TWG Tea about changes of address or other modifications by updating your personal details on the Media without delay.

3. Password

3.1 When registering to use the Media, you will be asked to create a password. You must keep this password strictly confidential and not disclose it or share it with anyone.

3.2 You are fully responsible for the use of your password and any orders placed under it, even if the order is placed without your knowledge.

3.3 If you know or suspect that someone else knows or has used your password, you should notify TWG Tea immediately to cancel your account.

4. Orders

4.1 By placing an order through the Website or the App, you have made an offer to purchase the products you have selected under these General Conditions of Sale.

4.2 The orders you place with TWG Tea on the Media are subject to limitations in the minimum and maximum quantity.

4.3 TWG Tea offers its products on the Media within the limits of its available stocks. All orders are subject to acceptance and availability, and items in your shopping bag are not reserved and may be purchased by other customers until the order confirmation is issued by TWG Tea.

5. Order Confirmations

5.1 The order you place on the Media will not constitute a binding contract unless and until TWG Tea transmits a confirmation by e-mail.

5.2 TWG Tea reserves the discretionary right to refuse orders, notably in relation to creditworthiness or unpaid invoices.

5.3 The data registered by TWG Tea constitutes full proof of the order and the entire transaction. The data registered by the payment system constitutes full proof of the financial transactions.

6. Prices

6.1 Prices shown on the Media are in Singapore Dollars (SGD).

6.2 If you are a customer whose credit/debit card is not denominated in Singapore Dollars (SGD), the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.

6.3 The prices payable for the items you order are those displayed on the Media on the date you place your order, inclusive of GST (Goods & Services Tax), but excluding delivery charges.

6.4 Delivery charges will be billed at the rates indicated on the Media on the date you place your order, calculated notably in accordance with the size of the order and the delivery method you select.

6.5 TWG Tea reserves the right to modify its prices and delivery charges at any time and to cancel an order in case of writing, printing or calculation errors.

7. Customs Duties

7.1 Shipments to all countries except Singapore will be made on a duties unpaid (DDU) basis, which means as importer you are solely responsible for payment of any applicable duties and taxes upon receipt of your order. These charges are separate from your shipping fee, and you will be billed directly from the carrier. Customs policies vary widely from country to country, so you should contact your local customs office for further information. TWG Tea will not be liable for packages held or confiscated by customs.

8. Delivery

8.1 All orders confirmed by TWG Tea will be delivered to the delivery address you specify when placing your order on the Media.

8.2 TWG Tea does its utmost to ensure orders are dispatched within two to three working days after receipt of an order but does not guarantee it if there are circumstances beyond their control.

8.3 Deliveries can only be made to the countries specified on the Media.

8.4 TWG Tea orders are dispatched using NinjaVan or other recognized local courier services for orders within Singapore, and UPS, DHL, FedEx or other recognized courier services for international deliveries. All international orders are dispatched via Express delivery.

8.4 TWG Tea insures each purchase during the time it is in transit until it is delivered to your specified delivery address.

8.5 TWG Tea requires a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not yourself for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) as evidence of delivery and fulfilment of the order by TWG Tea, and transfer of responsibility in the same way.

9. Verification of Merchandise

9.1 It is your responsibility to verify the quantity and condition of the merchandise upon delivery.

9.2 In case you observe damaged or missing items, you must notify and file a claim with the carrier and inform TWG Tea within 7 days after the delivery. TWG Tea shall in such case provide you with identical replacement merchandise.

9.3 We have made every effort to display as accurately as possible the colours of our products that appear on the Media. However, as computer and mobile phone screens vary, we cannot guarantee that your screen's display of any colour will be completely identical to our products.

10. Returns

10.1 You have the right to return any tea accessory that does not suit you within 14 days after receipt of the order. However, perishables including packaged teas and tea leaves cannot be returned.

10.2 TWG Tea will only accept returns of tea accessories in their original condition and packaging and accompanied by the invoice.

10.3 We prefer that items are returned to us via UPS, DHL or FedEx to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Please attention all returns to Digital Department, 390 Havelock Road #05-01, King’s Centre, Singapore 169662 and we request that you contact us at in relation to such returns. Please note that we will not accept liability for goods that are not returned via UPS, DHL or FedEx.

10.4 When returns are properly completed, TWG Tea shall reimburse the price of the returned merchandise and the invoiced delivery charges within a maximum of 30 days upon receipt of the returned merchandise. The return postage will be at your charge.

11. Payment

11.1 Payment shall be made in full via the TWG Tea PayPal payment gateway in order for the order to be confirmed.

11.2 Payment by credit card is immediately due and payable. Your credit card details will be encrypted for security purposes.

11.3 Payment can be made by Visa, MasterCard, American Express, Visa Debit, Visa Delta and Electron cards, and any other methods which are available via the Paypal payment gateway of the Media. Payment will be debited and cleared from your account upon payment. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to TWG Tea, we will not be liable for any delay or non-delivery of your order.

11.4 Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Media.

11.5 We may also refuse to process and accept a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Media whether or not that merchandise has been sold, or by removing, screening or editing any materials or content on the Media, or by refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

12. Limitation of Liability

12.1 The photographs and texts illustrating and describing the products on the Media are non-contractual and for information purposes alone. TWG Tea shall not be liable in case of errors or omissions in the photographs or texts displayed on the Media.

12.2 For international deliveries to countries other than those where TWG Tea guarantees delivery, TWG Tea shall not be liable if the products do not comply with the existing laws and regulations of the country of delivery.

12.3 Without limiting the scope of these General Conditions of Sale, no claim of any kind, whether as to products delivered or non-delivery of products, or otherwise, shall be greater in amount than the purchase price of the products in respect of which damages are claimed. IN NO EVENT SHALL TWG TEA BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY NATURE (EVEN IF THE ADVENT OF SUCH DAMAGE WAS KNOWN OR COULD HAVE BEEN KNOWN BY TWG TEA), CAPABLE OF ARISING IN CONNECTION WITH ITS PRODUCTS, THEIR USE, SALE OR THE MEDIA.

13. Force Majeure

13.1 TWG Tea will make every reasonable effort to fulfil its obligations. However, TWG Tea cannot be held responsible for delays or failure to deliver caused by circumstances beyond its reasonable control. Such circumstances include strikes, wars, natural catastrophes or any others that make impracticable the production, transportation or delivery of products.

13.2 In the event of delay, TWG Tea will perform its obligations as soon as reasonably possible, and it reserves the right to allocate any remaining product supply among customers in a fair and reasonable manner.

14. Applicable Law and Forum

14.1 The present General Conditions of Sale are governed by the law of the country of incorporation of the TWG Tea Company Pte Ltd that invoices you for the order.

14.2 The exclusive forum is in the same country as that of the applicable law.

© 2018 TWG Tea Company Pte Ltd.