Tea is food, and that shapes what we can and cannot take back. This page is deliberately specific so you know where you stand before you order, not after.
Check your parcel when it arrives
Before the rider leaves, look at the outside of the parcel. If it is torn, soaked or clearly opened, you are entitled to refuse it — tell us the same day and we will send a replacement at no cost to you.
Damaged, wrong or missing items
If a pack arrives damaged, the wrong tea has been sent, or something is missing from your order, tell us within 48 hours of delivery. Send us a photo of the pack and the parcel it came in — it takes you a minute and saves a long conversation.
Once we have seen it, you choose: we send the correct item, or we refund you in full including the Rs 250 delivery. You do not pay to return anything that went wrong at our end.
Unopened packs only
We can only take back packs that are still sealed. Once a seal is broken we have no way of knowing how the tea has been stored, and we will not resell it or send it to someone else. That is a food safety rule, not a technicality, and we apply it to ourselves as strictly as to anyone.
So: if you open a pack and simply do not like the blend, we cannot refund it. Please start with one pack of something new rather than six. If a tea is genuinely not as described, that is a different matter — tell us and we will listen.
Changing your mind
- Before it is dispatched — cancel for any reason and we refund everything you have paid, including the advance, in full.
- After it is dispatched — the parcel is with the courier and we cannot recall it. Because the contents are food, we cannot accept a change-of-mind return once a sealed parcel has been out for delivery.
If you need to cancel, message us quickly through the Contact page. Most orders go out the next working day, so there is a real window, but it is not a long one.
What happens to your advance
If you chose cash on delivery, you paid Rs 250 up front. Here is exactly when it comes back.
- We cancel, or an item turns out to be out of stock — refunded in full.
- You cancel before dispatch — refunded in full.
- Anything arrives damaged or wrong — refunded in full, along with the rest of what you paid.
- The parcel is dispatched and then refused, or nobody can be reached to take it — the advance is not refunded. It goes towards the courier charge we have already paid, both ways.
The advance is always part of your order total and never an extra charge on top of it.
How refunds are paid
Refunds go back the same way the money came in — to the JazzCash or Easypaisa number, or the bank account, that you paid from. We cannot send a refund to a different account than the one that paid.
Once we have agreed a refund, expect it within 7 working days. Bank transfers sometimes take an extra day or two to appear at your end.
Raising a complaint
Go to the Contact page and send us your order number, what went wrong, and a photo if there is something to see. We reply within one working day.
If our first answer does not settle it, say so and ask for it to be looked at again. We would rather fix a problem than win an argument.