Last Updated: 27 October 2026
Introduction
At Shera Tea, customer satisfaction is important to us. We take care to pack and deliver our products in good condition. If you receive a damaged, defective, incorrect, or otherwise eligible product, this policy explains how to request a return or refund.
1. Return and Refund Request Window
Customers must submit a return or refund request within seven (7) days from the date of delivery.
Requests submitted after this period may not be accepted, except where required under applicable law.
Please contact us as soon as possible after discovering a problem with your order.
2. Eligibility for Returns
- You received a damaged product.
- You received a defective or spoiled product.
- You received a product different from the one ordered.
- Your order is missing an item.
- The product or order otherwise qualifies under applicable consumer protection laws or our stated policy.
- For quality-related complaints, please provide photographs or videos showing the product, packaging, shipping label, and the issue wherever reasonably possible.
3. Conditions for Return
- The request is submitted within seven days of delivery.
- You provide your order number and registered contact details.
- You provide a clear description of the issue and supporting photographs where applicable.
- The product and its packaging are retained until our team provides further instructions, where reasonably possible.
- Because tea is a food product, opened, used, or tampered-with packages may not be eligible for return for reasons such as a change of mind or personal preference. This restriction does not remove any rights you may have under applicable law or prevent an eligible complaint concerning a damaged, defective, spoiled, or incorrect product.
4. Non-Returnable Situations
- Products opened or used after delivery where the complaint is based only on a change of mind, unless otherwise required by law.
- Products damaged after delivery due to improper storage or handling by the customer.
- Requests submitted outside the specified return window, except where applicable law requires otherwise.
- Products returned without prior authorisation, where authorisation is reasonably required.
- These exclusions will not apply where they would unlawfully restrict a customer’s statutory rights.
5. How to Request a Return or Refund
Step 1: Contact our customer support team using the email address or phone number provided on our website.
Step 2: Share your order number, date of delivery, product name, and reason for the request.
Step 3: Attach photographs or other supporting evidence if the product is damaged, defective, spoiled, or incorrect.
Step 4: Our team will review your request and may contact you for additional information or provide return instructions.
Step 5: Once the request has been reviewed, we will communicate the applicable resolution, which may include a replacement, refund, or another remedy as appropriate.
Please do not send products back before receiving return instructions from our team.
6. Refund Approval and Processing
Refunds will be issued only after the request has been reviewed and approved, subject to applicable law.
Once approved, refunds will generally be processed through the original payment method where feasible. The time taken for the amount to appear in your account may depend on your bank, payment gateway, or financial institution.
We will communicate any relevant refund-processing information to you.
7. Shipping Charges for Returns
If a return is approved because a product was damaged, defective, spoiled, or incorrectly supplied, Shera Tea will determine and communicate the appropriate return-shipping arrangement in accordance with applicable law.
For other approved returns, responsibility for return shipping charges will be communicated before the return is completed.
8. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
An order may not be cancellable once it has been processed or dispatched. If a cancellation is accepted after payment, any applicable refund will be processed in accordance with the circumstances and applicable law.
9. Damaged Products or Delivery Issues
If your package arrives visibly damaged, please take photographs of the packaging and product before discarding any materials.
Report the issue within seven days of delivery and include your order details so that we can investigate and provide an appropriate resolution.
10. Contact Us
For all return, replacement, and refund requests, contact:
Business Name: Shera Tea
Order Number: Please include your order number in every request. We appreciate your trust in Shera Tea and will make reasonable efforts to resolve eligible issues fairly and promptly