Case 175 - Luxury food retailer refuses to fill up re-useable tea caddy due to health and safety


A luxury food retailer has told the enquirer that for Health and Safety reasons, they are not able to re-fill their tea caddy with fresh tea, but instead they have to supply the tea in a paper bag, because "it is not hygienic". 

Panel decision

There is no health and safety rule that prevents a retailer from filling a customer's own reusable tea caddy if requested to do so. Furthermore we have confirmed with other regulators that there are no food safety or food packaging/labelling concerns which would prevent this. The retailer needs to explain the real reasons behind their refusal to provide this service to the customer.