Refund, Returns & Shipping Policy
THE GREAT HIMALAYAN TEA
Last Updated: January 25, 2026
Overview
At THE GREAT HIMALAYAN TEA, every tea leaf reflects care, craftsmanship, and Himalayan heritage. We strive to ensure complete customer satisfaction while maintaining strict quality, food safety, and international export standards.
This policy explains how returns, refunds, cancellations, and shipping are handled for both retail (B2C) and wholesale (B2B) customers.
Returns Policy
Eligible Returns
Due to the perishable and consumable nature of tea, returns are accepted only under the following circumstances:
- The product arrived damaged, defective, or contaminated
- The wrong product was shipped
- The order was lost in transit and confirmed by the courier
To be eligible for a return:
- You must contact us within 7 days of delivery
- The product must be unused, unopened, and in its original packaging
- Proof of purchase and delivery evidence may be required
Non-Returnable Items
- Opened or used tea products
- Items damaged due to improper storage after delivery
- Orders delayed due to customs inspections beyond our control
- Clearance or promotional items marked as “Final Sale”
These limitations are in line with international food safety and hygiene regulations.
Customs Delay Clarification
Delays caused by customs inspections, regulatory reviews, or border controls do not constitute product defects or quality issues.
Refund Policy
Approved Refunds
Once a return request is approved, refunds are issued to the original payment method used at checkout.
- Processing time: 5–10 business days (depending on the payment provider)
- Shipping fees are non-refundable except in cases of our error
- Refunds are processed via the same PCI-DSS compliant payment gateway
Partial Refunds
Partial refunds may be issued where only part of an order is affected or where products show signs of handling not caused by transit.
Chargebacks & Payment Disputes
If you have a payment concern, please contact us first at info@greathimalayantea.com. We aim to resolve issues quickly and fairly.
Unresolved chargebacks may result in suspension of future orders or additional verification requirements.
This does not affect your statutory consumer rights under applicable law.
Order Cancellations
Orders may be cancelled within 12 hours of placement. Once an order enters processing or export preparation, it can no longer be cancelled.
Wholesale orders are subject to separate contractual cancellation terms.
Shipping Policy
Shipping Origin
All products are shipped from Nepal, directly from our sourcing and processing facilities.
Domestic Shipping (Nepal)
Estimated delivery time is 2–5 business days using local courier partners. Delivery timelines may vary due to geography and weather conditions.
International Shipping
We ship worldwide using trusted international carriers such as DHL, FedEx, Aramex, and other global logistics partners.
- Asia: 5–10 business days
- Europe / United Kingdom: 7–14 business days
- United States / Canada: 7–15 business days
Delivery times are estimates and may vary due to customs inspections, local regulations, or public holidays.
Transfer of Risk and Ownership
Ownership and risk of loss pass to the customer once the order is handed over to the shipping carrier, except where otherwise required by applicable consumer protection laws.
Customs, Duties & Import Taxes
For international orders, customs duties, VAT, GST, or import taxes are the responsibility of the customer. We are not liable for delays caused by customs authorities.
Orders refused due to unpaid customs charges are non-refundable.
Damaged or Lost Shipments
If your order arrives damaged, please contact us within 48 hours of delivery with clear photographs of the damage.
If an order is lost in transit, we will coordinate with the courier and offer a replacement or refund once the loss is officially confirmed.
Wholesale (B2B) Shipping & Returns
Wholesale orders follow contract-specific terms, including batch-based production timelines, bulk shipping arrangements, and regulatory documentation such as Certificates of Origin and Phytosanitary Certificates.
Returns and refunds for wholesale orders are handled on a case-by-case basis in accordance with the signed agreement.
Contact & Support
We are here to help. Reach out to the Great Himalayan Tea team via email at info@greathimalayantea.com, call us at +977 9840176615, or visit our office in Lalitpur, Nepal. We aim to respond within 1–2 business days.
Compliance Statement
This policy is designed to comply with consumer protection standards, international food safety practices, payment gateway requirements (including Stripe, PayPal, and Payoneer), and global cross-border trade and export regulations.
Statutory Rights
This policy does not affect any rights you may have under applicable consumer protection laws that cannot be excluded or limited.