At Rotumba Tea Factory (Pvt) Ltd, we take great pride in delivering premium-quality Ceylon tea that reflects Sri Lanka’s rich heritage. Customer satisfaction is at the core of our operations, and this Return & Refund Policy outlines how we handle issues related to damaged, defective, or incorrect products.
Eligibility for Returns
Because tea is a consumable product, returns are accepted only under specific conditions. If you receive a package that is damaged during transit, contains the wrong product, or appears defective, you may request a return. To qualify, the product must remain unopened, unused, and in its original packaging. Requests must be submitted within 7 days of receiving your order.
Non-Returnable Items
To maintain safety and hygiene standards, opened or partially used tea items cannot be returned. Products purchased through special offers, discounted promotions, or clearance sales are also ineligible for returns unless damaged on arrival.
Refund Process
Once your return request is approved, you will be guided through the product return procedure. After we receive and inspect the returned item, we will inform you of the approval status. Approved refunds will be credited back to your original payment method within 7–14 working days. Please note that shipping fees are non-refundable except in cases where the error originated from our side.
Exchanges
If the product delivered to you is incorrect, expired, or damaged, we will replace it at no additional cost. Customers must notify us with clear photographs of the issue within 48 hours of receiving the product.
Order Cancellations
Customers may cancel orders only before dispatch. Once an order has been shipped, cancellation is not possible. In such cases, customers must follow the return procedure instead.
How to Initiate a Return or Refund
To make a return, refund, or exchange request, please contact our support team with the order number, issue description, and photographs (if applicable).
Contact:
Email: [email protected]
Phone: +94 76 530 4300