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Cancellations and Returns



Bubble Tea House Company – Company No: 7431881 VAT No: GB107601252


Our registered address is: 10 High Street, Poole, Dorset, United Kingdom BH15 1BP

Our warehouse address is: Bubble Tea House Company, Ifulfilment, The Runway, Christhchurch, Dorset, United Kingdom BH23 4FL


E.                  T. +44(0)208 1444 104


We take pride in providing high quality food and non-food products. We have high standards of quality control and all our suppliers go through rigorous annual checks. We work only with suppliers as well that have regular consumer tastings, allowing us to be the leader in quality and innovation for Bubble Tea ingredients and drinks in general for the coffee shop industry.

However, if you are unhappy with your purchase please contact us as soon as possible at

In your words, please let us know what you would like to cancel or return. Please provide a short note about why you would like to cancel or return your products as well as an order reference number, full name, email and telephone number. You will be provided with information about cancellations and returns. 

Please note:

  • Our website is a trade only shop that has food and non-food products. As such we have certain limitations regarding returns and cancellations. (Please see below for full details on our Terms of Service regarding Cancellations and Returns). 

  • In the event of a return, we cannot accept product back into our warehouse without approval. 

  • In the event of a return, all items must be returned to our warehouse and not to our registered address (listed above). 

We highly recommend that you get in touch via email ( where our customer service representatives will be able to assist you and provide guidance. 


Cancellations and Returns Policy: Excerpt from Bubble Tea House Company Terms of Service (For full list of Terms of Service please visit our Terms of Service page)


7.1.1 Sometimes the product specifications from the manufacturer may change without notice, in which case we will do our best to offer you a similar alternative. We may experience problems with the supply of certain products and may therefore supply a substitute of the same or better quality at the same price. If you are not happy with the replacement or substitute you can return it in accordance with our Refund Policy. if you are a business, the item is non-refundable.

7.1.2All sizes and measurements are approximate but we do try to make sure that they are as accurate as possible.

7.1.3 By law, when you (consumer) buy goods within the European Union over the Internet from a UK based company, you have the same rights as if you had bought them from a shop. The law says the goods must "match their description" and be of "satisfactory quality".

7.1.4 You have additional rights when you buy over the Internet including the right to "clear information before you decide to buy" and "cancel your order". However, due to the nature of some of the items sold on our website ("food items"), you cannot cancel purchased goods of a perishable nature, the items are non-refundable. Please check with us directly for a full list of non-refundable items.

7.2 Cancellations:

7.2.1 You must notify us immediately if you decide to cancel your order preferably by email at and quote your order number.

7.2.2 Goods: The time limit for notification of cancellation is 14 calendar days following receipt by you of the Goods. We cannot guarantee that we will be able to stop your order once we receive notice of cancellation as the Goods may already have been dispatched. In these cases the Goods will need to be returned to us and will be treated as "Returns."

7.2.3 Services: The time limit for notification of cancellation is 14 calendar days from the day you ordered and paid for the Services unless you have requested us to commence the Services before the expiry of this period in which case the cancellation period expires when we begin providing the Services to you.

6.2.4 Once we have heard from you that you wish to cancel your order within the stipulated time period we will refund or re-credit your debit or credit card with the full amount within 14 days which includes the initial delivery charge (where applicable) which you paid for the delivery of the Goods or the Services, as applicable.

6.2.5 You must ensure that the Goods are returned to us at our warehouse (address as per above) and not our registered address at your cost immediately by courier in good condition and unused.

6.2.6 If you cancel a contract on this basis and you do not return the Goods to us, we may recover the Goods and charge you for the costs we incur in doing so. Similarly, if you return the Goods at our expense, we may recover that expense from you.

6.2.7 A full statement of your legal rights under the Distance Selling Regulations may be obtained in the UK from your local Citizen’s Advice Bureau or Trading Standards Office.

6.3 Returns of non food-items:

6.3.1 Please email to inform us of your wish to return Goods quoting your order number. You must ensure that the Goods are returned to us at your cost immediately by courier in good condition and unused. Please note that there is a 20% re-stocking fee for returns of non-food items. 

6.3.2 You must ensure that the Goods are returned to us at our warehouse (address as per above) and not our registered address at your cost immediately by courier in good condition and unused.

6.3.3 The cost of collecting or returning the Goods to us must be paid by you unless we agree that the Goods are faulty or damaged upon receipt by you. All refunds or re-credits will be undertaken within 14 days of receipt of goods back into our warehouse after they have been checked in and are found in good condition and unused.

6.3.4 We reserve the right to refuse full and partial refunds for non-food items. 

6.3.5. All customised products and sale items are non-refundable. 

6.5 Returns of food items:

6.5.1 Pleae note that all food items are non-refundable.

6.6 Returns where Goods are faulty:

6.6.1 We try to select and package the Goods as well as possible to ensure they arrive in good condition. However, if the Goods arrive damaged or not what you ordered, we will replace it free of charge or provide a full refund as appropriate, if you return the Goods to us within 30 days of receipt.

6.7 We recommend that all returned or cancelled Goods are returned using a reputable courier such as Parcel Force or DHL.

6.8 Unless the Goods are faulty or damaged, we are unable to accept cancellations or returns on personalised/made to order or perishable Goods.