Shipping policy and returns

Thank you for selecting Banna House as your tea supplier! To ensure a smooth delivery of your order, please take a moment to review our shipping policy.

The Banna House is located in the Czech Republic and since August 2026, it provides shipping only within the Czechia, which is exempt from any customs and import duties.
The parcels are divided into three categories:
1. Standard package (50 x 40 x 30 cm) that should not exceed 5 kg.
2. Overweight package (60 x 50 x 40 cm) that should not exceed 15 kg.
3. Wholesale package (above 60 x 50 x 40 cm) or beyond 15 kg.

Within the Czechia, we standardly send via Packeta or GLS Europe.
Outside of Czechia, your order can only be personally picked up at our Tea chamber (茶室) to formally align with the new Packaging and Packaging Waste Regulation (PPWR). Therefore, we will be not elegible to pack your order with any extra packaging materials and take any responsibilities dealing with elimination of the ecological waste outside of Czechia.
For the delivery to your country of origin, we use the Personal Carry-on Service (PCS) under the auspices of the Czech-Xishuangbanna Tea Association (CZEXITEAS). This way, you provide us the informed consent with handling your purchased products to selected member of the CZEXITEAS (so-called Tea Buddy Program), which will assist you with sending your order via the GLS Europe to your selected destination. Such assistance is free of charge thanks to the CZEXITEAS.
Overvewight packages and wholesale packages will be charged according to the shipping company's pricelist.
All payments required at the customs or agencies of the receiving country are the buyer's responsibility.

Czechia

Orders above 59 € are shipped for free, while orders below 59 € will be charged a flat rate of 3,25 €.
Local pickup service is available in our Tea Chamber (Vyšehradská 11, Prague 2), and orders are normally ready within 24 hours.
Orders are normally sent within 48 hours to your address and will be confirmed via email or WhatsApp.

Austria, Croatia, Denmark, Estonia, France, Germany, Hungary, Poland, Romania, Slovenia (including BENELUX countries)

Only local pickup service is available in our Tea Chamber (Vyšehradská 11, Prague 2), and orders are normally ready within 24 hours.
Through the Tea Buddy Program, the CZEXITEAS member will assist you for sending your order to your desirable destination via the GLS Europe. The cost for this service depends on the value of your order. For orders above 75 €, the PCS service is for free, while orders below 75 € will be charged a flat rate of 15 €.
Orders are normally sent within 48 hours to your address and will be confirmed via email or WhatsApp.

Bulgaria, Cyprus, Finland, Greece, Ireland, Italy, Latvia, Lithuania, Malta, Portugal, Spain, Sweden

Only local pickup service is available in our Tea Chamber (Vyšehradská 11, Prague 2), and orders are normally ready within 24 hours.
Through the Tea Buddy Program, the CZEXITEAS member will assist you for sending your order to your desirable destination via the GLS Europe. The cost for the PCS service depends on the value of your order. For orders above 150 €, the PCS service is for free, while orders below 150 € will be charged a flat rate of 35 €.
Orders are normally sent within 48 hours to your address and will be confirmed via email or WhatsApp.

Delivery within the Czechia is standardly completed within a few working days. For customers using the PCS, the handling and other assistance for delivering your order to your selected adress within of the European Union takes approximately 5-10 working days.
Normally, we send the parcel within 48 hours, but this period may be longer during holidays and other high-season events.
The parcels can be tracked via the shipping code, which is sent to your email. However, the indicated time of arrival may sometimes vary, which is why we stay in touch with you until your parcel arrives safely and soundly.

IV. Lost and stolen orders

In case you suspect that your package has been lost by the shipping company (i.e. parcel status indicates "not delivered"), we ask you to initiate a claim no earlier than 7 days following the most recent tracking update for the Czech Republic.
In case you suspect that your package has been stolen (i.e. parcel status indicates "delivered" but you have not received it), please, submit a claim within 5 days after the supposed delivery date and within a 30-day window.

V. Returned shipments

In case your order is returned to us in undamaged condition, we are pleased to offer a reshipment of the items at only the shipping cost.
In case your order is returned to us in damaged condition, claims must be lodged within 30 days of the delivery date. Please ensure your claim includes clear photos of the damage.
Before initiating the claim:
1. Send us the order number
2. Add relevant photographs as requested in the email
3. Double-check the contact information (i.e. shipping address, email and cellphone number).
The lost and stolen parcels are standardly covered by shipping insurance. However, if an inaccurate address is provided and the package is delivered to the wrong location, the shipping insurance can not be applied.
In case you need to modify your delivery adress before your item will be shipped by the CZEXITEAS member, please send an email to info@bannahouse.cz with your order number and updated contact information. Although we cannot guarantee to update the changes in time, we will try our best to accomodate your request.

In case you are not satisfied with the products, you have the right to initiate a return within 14 days of receiving your package. Please ensure that the products remain unopened.
Once we receive your claim, we will send you a return label to facilitate the return process. Please kindly use this label to send the order back.
If the conditions mentioned above are met, we will reimburse the full purchase amount for the returned products within 5 working days after receiving the returned products.
In case only that only a portion of the products are returned, or the products are damaged, the refund will be deducted accordingly. This cannot be applicable for tea (both loose tea and compressed tea) due to the food safety reasons.
On our e-shop, you can safely pay with most credit cards (Mastercard and Visa) via Shoptet Pay. Alternatively, you can use the direct bank account transfer.
Once the payment is confirmed, we will prepare your order for personal pick-up as soon as possible.