Refunds & Cancellation

To cancel, email contact@kabuliteaco.com or message us on WhatsApp with your order number, as soon as you can. We usually dispatch within one to two working days, so please tell us quickly.

Once an order has been handed to the courier it can no longer be cancelled. At that point it becomes a return, and clause 2 applies.

Because tea is a food product and we cannot verify how it has been stored once it leaves us, returns are limited:

An unopened packet in resalable condition can go back on the shelf. An opened one cannot, which is why we cannot take it — this is a food-safety limit, not a technicality.

The 7-day and sealed-packet limits in clause 2 do not apply if we got your order wrong. Regardless of whether the packet has been opened, we will always put right an order that arrives:

• damaged in transit — crushed, torn, split or leaking;
• as the wrong item — a different tea, weight or quantity from what you ordered; or
• materially different from its description — not merely a natural difference in leaf, colour or strength between harvests, which is the character of real tea rather than a fault.

In these cases we will send a replacement or refund you in full, whichever you prefer. You are not out of pocket either way.

• If the fault is ours — damaged, wrong, or not as described — we pay. We will arrange collection or reimburse what it cost you to send it back. Keep the receipt.
• If you have simply changed your mind, the return postage is yours to pay, and the original shipping charge on the order is not refunded.

• Opened packets, or packets whose seal is broken.
• Anything returned more than 7 days after delivery, unless clause 3 applies.
• Tea that has been stored in a way that has spoiled it after delivery.
• Sale or clearance items, where the listing says so at the time of purchase. Clause 3 still applies to these — a damaged or wrong item is always put right, sale or not.

Get in touch before sending anything back, so we can tell you where to send it.

Tell us what arrived, what you expected, and attach photographs if the item is damaged or wrong. We will reply with what happens next.

• Method. Refunds go back to the original payment method, through Razorpay. We cannot redirect a refund to a different card, account or person.
• We initiate within 2 working days of approving your return or cancellation.
• It typically appears within 5 to 7 working days of that. The last step is your bank or card issuer, and how long they take is outside our control.
• Amount. A full refund includes the price of the goods and the GST within it. The original shipping charge is refunded too where the fault was ours, and not refunded on a change-of-mind return.

If more than 10 working days have passed since we told you a refund was on its way and you still cannot see it, contact us and we will chase it with Razorpay on your behalf.

If we cannot accept an order you have already paid for — the tea is out of stock, a price was listed wrongly, or we cannot deliver to the address — we refund it in full without you having to ask. See clause 6 of our Terms & Conditions.

If you are unhappy with how we have handled a return or refund, our Grievance Officer will look at it. We acknowledge every complaint within 48 hours and aim to resolve it within one month. See Grievance Redressal.

Nothing in this policy affects your rights under the Consumer Protection Act, 2019.