Return and Refund Policy

1. When Returns Are Accepted

We accept returns only under these conditions:

  • Within 14 days of delivery date (as shown on your tracking or delivery confirmation).
  • The product must be substantially unused — we cannot accept returns if more than two servings have been consumed (e.g., opened and largely used packets/tins).
  • The product must be returned in its original packaging, with seals intact where applicable, and in a resalable condition.
  • For defective, damaged, or incorrect items (our error): We will cover return shipping costs and provide a full refund (product price + original shipping) or suitable replacement at no extra cost.
  • For change of mind or other non-defect reasons: Returns may be accepted at our discretion, but return shipping costs are your responsibility and are non-refundable.

We do not accept returns after 14 days or for products that have been significantly consumed.

2. How to Initiate a Return

  1. Contact us first — Email us at info@hermanteas.com or shop@hermanteas.com within the 14-day window. Please include:
    • Your order number
    • Reason for return
    • Photos of the product/packaging (especially if damaged or incorrect)
    • Your full name and shipping address
  2. We will review your request and provide instructions (including a return shipping address at Handunugoda Tea Estate, Tittagalla, Ahangama, Sri Lanka).
  3. Ship the item back using a trackable method. We recommend keeping proof of postage.
  4. Once we receive and inspect the returned item, we will process your refund or replacement.

3. Refunds

  • Full refund (where applicable): Product price + original shipping cost, issued to the original payment method (or via bank transfer if needed).
  • Processing time: Refunds typically take 5–10 business days after we receive and approve the return (depending on your bank/payment provider).
  • Replacements: Offered as an alternative to refund for defects or errors — we will ship a replacement at no cost.
  • Restocking fee: At our discretion, a 15% restocking fee (on product price only, excluding shipping) may apply for approved non-defect returns.
  • In some cases (e.g., minor issues), we may issue a refund without requiring a physical return.

We do not take title/ownership of returned items until they arrive at our premises.

4. Order Cancellations

  • Orders can be canceled before shipment — contact us immediately at info@hermanteas.com for a full refund.
  • Once shipped, cancellations are treated as returns (subject to the above conditions).
  • We reserve the right to cancel any order for any reason (e.g., stock issues), in which case you will receive a full refund.

5. Exceptions and Non-Returnable Items

  • Opened and largely consumed teas (more than two servings).
  • Personalized or custom-blended items (if applicable).
  • Items damaged due to customer misuse or improper storage after delivery.
  • Per international shipping regulations, we cannot accept returns for customs-delayed or refused deliveries (though we assist where possible).

6. Questions or Concerns

If your tea arrives damaged, incorrect, or doesn’t meet your expectations, please reach out promptly — we’re here to help.

Contact us at:

Email: info@hermanteas.com or shop@hermanteas.com
Phone: (+94) 77 972 0095 / (+94) 91 228 6364

Address:
Herman Teas
Handunugoda Tea Factory
Tittagalla, Ahangama
Sri Lanka

We appreciate your understanding that tea is a food product, and our policy prioritizes both customer satisfaction and food safety standards. Thank you for choosing Herman Teas — the finest handpicked Ceylon teas, delivered with care.