Refund, Returns & Shipping Policy

Last updated: 15 October 2026

This Refund, Returns & Shipping Policy (“Policy”) forms part of our Terms and Conditions and applies to all orders placed on www.greathimalayantea.com. It is designed to comply with the Consumer Protection Act, 2075 (2018) and the E-Commerce Act, 2081 of Nepal. By placing an order, you agree to this Policy.

1. Why our policy is strict

Tea and herbal blends are consumable food products. To protect food safety, hygiene and the quality every customer receives, we do not accept returns or exchanges for change of mind, taste preference, ordering mistakes or natural variation between harvests, whether or not the pack has been opened. Natural variation in colour, aroma, leaf size and taste between batches is not a defect.

2. When you are entitled to a remedy

You are entitled to a remedy only if:

Damaged in transit: the product arrives damaged, leaking, broken or tampered with;
Wrong or missing item: you received a different product, size or quantity from what you ordered;
Not as described or defective: the product materially differs from its description on the Website, is contaminated, or is past its best-before date on delivery;
Not delivered: the order is confirmed lost by the courier, or is not delivered within the time stated in Section 9 without valid reason.

3. Strict reporting deadlines

To make a claim, you must:

Damage, wrong or missing items: report within 48 hours of delivery.
Not as described or defective: report within 7 days of delivery.
Send your order number, clear photos of the outer package, shipping label, product and batch/best-before label, and, where possible, an unboxing video, to info@greathimalayantea.com or WhatsApp +977 9840176615.
Keep the product, all packaging and contents unused and unopened (except to the extent needed to discover the defect) until your claim is decided.
Refuse or note damage on delivery: if the outer package is visibly damaged when delivered, refuse it or note the damage with the courier before accepting it.

Claims reported after these deadlines, or without the required evidence, may be declined to the extent permitted by law.

4. What is not covered

We do not accept returns, refunds or exchanges for:

change of mind, dislike of taste, aroma or strength, or ordering the wrong product;
products that have been opened, used, partly consumed, poorly stored or contaminated after delivery (unless the defect existed on delivery);
damage caused by incorrect storage, preparation or handling after delivery;
natural variation between harvests or batches;
sale, clearance, discounted, sample, gift or promotional items, unless defective or not as described;
gift cards and customised or personalised orders;
delays or loss caused by an incorrect or incomplete address or phone number given by you, or the recipient being unavailable;
delays, inspections, seizures or destruction by customs authorities in the destination country.

5. How we resolve approved claims

We inspect every claim and may ask you to return the product. Once a claim is approved:

Damaged, wrong or missing items: we send a replacement at our cost or, if a replacement is unavailable or you do not want one, issue a refund.
Not as described or defective: you are entitled to a full refund, including tax, or an exchange if you agree to one, in line with the E-Commerce Act, 2081.
Not delivered: we reship the order or issue a full refund.
Partial claims: where only part of an order is affected, the remedy applies only to the affected item(s).
Return shipping: where we ask you to return an item for an approved claim, we pay the return cost. Items returned without our prior approval will not be accepted.

Our decision after inspection is final, without affecting your rights under Nepali law.

6. Refunds

Approved refunds are made within 7 business days of approval.
Card or gateway payments: refunded to the original payment method. Bank or gateway processing times may add a few days.
QR payments: refunded by bank or wallet transfer to an account in the name of the person who paid, after we verify the account details.
Cash on delivery: refunded by bank or wallet transfer to an account in the customer’s name.
Delivery charges are refunded only where the claim results from our error.
We do not refund in cash and do not refund to third-party accounts.

7. Order cancellations

By you before dispatch: you may cancel before your order is dispatched by contacting us. Any payment received will be refunded in full.
By you after dispatch: orders cannot be cancelled once dispatched. If you refuse a delivered order without a valid reason, we may deduct or recover the delivery and return costs from any refund, and may require advance payment for future orders.
By us: we may cancel orders as set out in our Terms and Conditions (for example, stock issues, pricing errors, unverified payment or suspected fraud), with a full refund of any amount paid.
Unverified QR payments: orders where payment is not received and verified within 48 hours may be cancelled automatically.

8. Chargebacks and payment disputes

Please contact us before raising a dispute with your bank, wallet or card provider. Raising a chargeback or dispute without first contacting us, or a fraudulent claim, may lead to suspension of your account, refusal of future orders and recovery of our costs, and we will provide our records to the payment provider to contest the claim.

9. Shipping

Processing time

Orders are packed and dispatched within 1–3 business days after order confirmation and, for prepaid orders, after payment is verified. Orders placed on Saturdays or public holidays are processed on the next business day.

Delivery within Nepal

Kathmandu Valley: usually 1–3 business days after dispatch.
Outside the Valley: usually 2–7 business days after dispatch, depending on location, road and weather conditions.
Delivery charges are shown at checkout before you pay.
The courier will call before delivery. If the courier cannot reach you or delivery fails after two attempts, the order is returned to us. Re-delivery charges apply. For prepaid orders, we refund the product amount minus the delivery and return costs if you no longer want the order.

International delivery

Where we accept international orders, we ship through carriers such as DHL, FedEx, Aramex or Nepal Post. Estimated delivery times after dispatch are:

Asia: 5–10 business days
Europe / United Kingdom: 7–14 business days
USA / Canada / Australia: 7–15 business days

The buyer is the importer of record and is solely responsible for any customs duties, import taxes, brokerage fees and compliance with food import rules in the destination country. Refused or abandoned international shipments, and goods seized or destroyed by customs, are not eligible for a refund.

Risk and ownership

Within Nepal: risk passes to you when the order is delivered to the address you provided, or to any person accepting it at that address.
International orders: risk passes to you when we hand the parcel to the international carrier.
Ownership passes to you once we have received payment in full.

Delivery estimates

Delivery times are estimates, not guarantees. We are not liable for delays caused by events beyond our reasonable control, including weather, landslides, strikes, bandhs, public holidays, courier disruption or customs inspection. If your order is significantly delayed for reasons within our control, you may cancel it and receive a full refund.

10. Wholesale and bulk orders

For wholesale, corporate and bulk orders, any shortage or defect must be reported in writing within 3 days of receipt, with photos and the invoice number. After that, the goods are deemed accepted. Approved claims are limited to replacement or credit of the affected goods, up to their invoice value. Wholesale orders cannot be cancelled once production or packing has started, and advance payments are non-refundable after that point except for our own failure to supply.

11. Complaints and grievances

Contact our Grievance Officer at info@greathimalayantea.com or WhatsApp/phone +977 9840176615. We register and acknowledge every complaint promptly and aim to give a decision within 15 days, as required by the E-Commerce Act, 2081.

12. Your statutory rights

This Policy is in addition to, and does not remove, any right you have under the Consumer Protection Act, 2075, the E-Commerce Act, 2081 or other laws of Nepal that cannot be excluded by agreement.

13. Changes to this Policy

We may update this Policy at any time by publishing the new version on this page. The version in force when you placed your order applies to that order.