Return & Refund Policy
At Surmyi Tea, we take care to pack and deliver your orders in good condition. Customer satisfaction matters to us, and we aim to resolve genuine concerns regarding damaged, tampered, incorrect, or missing products fairly.
Please read our Return & Refund Policy carefully before placing an order.
1. Payment Policy
- All orders placed through our website are prepaid.
- We accept payments through the online payment methods available at checkout.
- Cash on Delivery (COD) is not available.
- An order will be processed once the payment has been successfully received and verified.
2. Return & Replacement Eligibility
Since tea is a consumable food product, we generally do not accept returns or exchanges due to a change of mind, personal taste preferences, or incorrect product selection by the customer.
However, if you receive a product that is damaged, tampered with, incorrect, or missing from your order, you may be eligible for a replacement or refund after verification.
Eligible situations include:
- The product packaging is damaged during transit.
- The package appears opened, tampered with, or improperly sealed upon delivery.
- You receive a product different from the one ordered.
- One or more products are missing from your order.
- The product received has a verified issue attributable to handling, packing, or fulfillment.
3. Reporting Damaged, Tampered, or Missing Products
If you receive a damaged, tampered, incorrect, or incomplete order, please contact us within 48 hours of delivery.
To help us verify the issue and process your request, the following two forms of evidence are mandatory:
- Clear photographs of the outer packaging, shipping label, product, and any visible damage or missing items.
- A complete, uninterrupted unboxing video, starting before opening the parcel and showing the package, opening process, and all items received.
We strongly recommend starting the video recording before opening the parcel and continuing until all the contents have been checked.
Please note that both photographs and the complete unboxing video are essential for us to review and process your complaint.
Requests submitted without both forms of evidence may not be eligible for a refund or replacement.
4. Refunds & Product Replacements
If your complaint is reviewed and approved by our team, Surmyi may offer:
- Product Replacement: A replacement of the damaged, tampered, incorrect, or missing product, subject to availability.
- Refund: A refund of the eligible amount to the original payment method used while placing the order.
The appropriate resolution will be communicated to the customer after reviewing the complaint and supporting evidence.
If the same product is unavailable, we may discuss an alternative resolution with the customer.
5. Refund Processing Time
- Once a refund is approved, it will generally be initiated within 5–7 business days.
- Refunds will be processed through the original payment method wherever possible.
- The time taken for the amount to reflect in your account may vary depending on your bank or payment service provider.
- Customers will be informed once the refund has been initiated.
6. Order Cancellation
- Customers may request cancellation before their order has been dispatched by contacting our support team.
- Once an order has been dispatched, cancellation may not be possible.
- If a cancellation request is accepted before dispatch, the eligible amount will be refunded to the original payment method.
- Orders cancelled by Surmyi due to stock unavailability, payment issues, or other genuine operational reasons will be eligible for a refund if payment has already been received.
7. Non-Returnable Situations
Returns, replacements, or refunds will generally not be accepted in the following situations:
- Products opened or used after delivery, except where a verified product issue is involved.
- Requests based solely on a change of mind or personal taste preference.
- Incorrect product or pack size selected by the customer while placing the order.
- Complaints reported after 48 hours of delivery.
- Claims where the required photographs and complete unboxing video are not provided.
These conditions do not affect any rights or remedies available to customers under applicable law.
8. Shipping Charges
- Original shipping charges, if any, will be handled in accordance with the circumstances of the approved return or refund request and applicable law.
- Where a replacement is approved due to a verified issue attributable to Surmyi, we will coordinate the replacement delivery without charging additional shipping fees to the customer.
9. Contact Us
For any questions or concerns regarding cancellations, returns, replacements, or refunds, please contact us:
- Brand
- Surmyi Tea
- info@surmyitea.com
- Phone / WhatsApp
- +91 79068-24331, +91 96979-80068
- Website
- www.surmyitea.com
- Business Address
- Faridkot, Punjab, India
Please include your order number and relevant details when contacting us so that we can assist you promptly.
Thank you for choosing Surmyi Tea. We appreciate your trust and understanding.