Refund & Reimbursement Policy
Last Updated: January 2026 • Transparent, Fair & Direct Bank Settlement Guidelines
7-Day Transparent Refund Promise
At Sunehri Leaf Co., customer satisfaction is paramount. If your order arrives damaged, incorrect, or defective, we process prompt replacements or 100% monetary refunds within 5 to 7 business days directly to your bank account or original payment method.
Refund Eligibility Criteria
You are entitled to a full or partial refund under the following valid circumstances:
- Transit Damage / Breached Packaging: If the outer package or internal vacuum foil seal is punctured, torn, wet, or crushed during courier transit.
- Incorrect Item Dispatched: If the tea variant, flush type, or pack weight delivered does not match your confirmed order invoice.
- Missing Consignment Items: If any ordered item is missing from the delivered parcel (supported by unboxing photo verification).
- Pre-Dispatch Cancellation: If you cancel a prepaid order prior to parcel pickup from our Siliguri depot.
- Unopened Tea Returns: Sealed, unopened tea packages returned within 7 days of delivery in their original condition and outer carton.
Non-Refundable Items & FSSAI Standards
In strict accordance with the Food Safety and Standards Authority of India (FSSAI Lic. No. 12823019000123) and national hygiene directives, the following conditions do NOT qualify for a return or refund:
- Tea packages with opened, tampered, or broken vacuum-tight seals (unless reported damaged upon delivery).
- Subjective taste preferences (e.g., individual palate differences regarding astringency or floral intensity of single-estate harvests).
- Products returned without original packaging, batch labels, or beyond the 7-day claim window.
- Items bought on clearance or promotional final-sale offers explicitly marked as non-returnable.
Refund Settlement Modes & Timelines
Once a refund request is approved by our quality control team at our Siliguri depot, settlements are processed as follows:
| Original Payment Mode | Refund Mechanism | Settlement Timeline |
|---|---|---|
| Prepaid: UPI / Google Pay / PhonePe | Direct UPI ID / VPA reversal | 2 – 4 Banking Days |
| Prepaid: NetBanking / Debit / Credit Card | Reversal to original source account/card | 5 – 7 Banking Days |
| Cash on Delivery (COD) | Direct NEFT / IMPS / UPI transfer to customer bank account | 5 – 7 Business Days (post-QC) |
| Pre-Dispatch Order Cancellation | Instant automated payment gateway refund | Initiated instantly (2-5 days bank credit) |
Shipping & Convenience Fees Refundability
If a return is initiated due to a damaged parcel, defective packaging, or incorrect item dispatched by Sunehri Leaf Co., 100% of the entire order value—including shipping fees—will be fully refunded.
If a customer returns an unopened product due to personal discretion or change of mind, the actual return reverse-shipping freight cost may be adjusted against the final refund amount.
How to Request a Refund
- Self-Service Portal: Log in to your account, visit My Orders, select the relevant order, and click Request Return / Refund.
- Email or WhatsApp Support: Alternatively, email us at sunehrileafco@gmail.com or message on WhatsApp at +91 75010 38138 with your Order ID, brief reason, and photographs of the damaged product.
- Doorstep Reverse Pickup: We will arrange a verified courier pickup from your delivery address.
- Refund Credit: Once verified at our Siliguri depot, your refund is credited within 5 to 7 business days.
Refund Escalation & Support Desk
If you experience any delay beyond 7 business days or have questions regarding your bank settlement:
Holding No. 484/N, S.N. Bose Road, Babupara
Siliguri, Darjeeling, West Bengal – 734004, India
FSSAI License No.: 12823019000123