Return, Refund and Cancellation Policy

Savoritea Return, Refund & Cancellation Policy banner featuring a brand tea tin, cardboard shipping box, brewed teacup, and policy icons.

1. Business and Website Operator

The Savoritea website and online store are operated by:

Legal Business Name: R B UDYOG
Brand Name: Savoritea
Business Type: Wholesaler and Retailer
Business Address: R.B.Udyog Office, 2nd Floor, Bidhan Road, Near Auto Stand, Ward 11, Hakim Para, Siliguri, West Bengal 734001, India
FSSAI Registration Number: 22826191000213
Website: savoritea.com
Customer Support Email: support@savoritea.com
Phone: +91 70056 92380

References to “Savoritea,” “we,” “us,” or “our” in this policy refer to Savoritea and its legal operator, R B UDYOG.

2. When You May Request a Return or Resolution

You may contact us for a return, replacement or refund when:

  • You received a product that was damaged during delivery.
  • You received a product different from the product ordered.
  • The package was visibly tampered with, torn, leaking or unsealed at delivery.
  • An item listed in the confirmed order was missing.
  • The product was delivered beyond its stated expiry or best-before date.
  • The product has a material defect or quality concern that can be reasonably verified.
  • The quantity or pack size delivered differs from the confirmed order.

Food-related quality and safety complaints should be addressed promptly, and FSSAI provides consumer-grievance channels for concerns involving unsafe, substandard or incorrectly labeled food.

3. Time Limit for Raising a Request

You must contact Savoritea within 10 calendar days from the date of delivery.

For visible delivery-related issues such as:

  • Damaged outer packaging
  • Leakage
  • Tampering
  • Missing items
  • Incorrect products

we recommend contacting us within 48 hours of delivery, where reasonably possible. Early reporting helps us verify the issue with the shipping partner and resolve it more quickly.

Requests submitted after 10 days may not be accepted unless:

  • Applicable law requires otherwise
  • The issue could not reasonably have been discovered earlier
  • Savoritea determines that an exception is appropriate

4. When Returns Are Generally Not Accepted

Because tea is a consumable food product, we generally cannot accept returns in the following situations:

  • The product has been opened, used or partly consumed.
  • The seal has been broken after delivery without a verified product-quality concern.
  • The customer does not like the taste, aroma, color, or strength of the tea.
  • The product was ordered by mistake.
  • The customer changed their mind after delivery.
  • The customer selected the wrong flavor, blend, quantity or pack size.
  • The product was not brewed according to the recommended instructions.
  • The product was stored incorrectly after delivery.
  • The product was damaged after it was delivered in good condition.
  • The issue results from normal variation in agricultural or botanical ingredients.
  • The return request is submitted outside the applicable request period without a valid reason.
  • A free promotional item, gift or sample is returned independently from the qualifying order.

Taste and aroma are subjective. A personal preference regarding flavor does not, by itself, indicate that a product is defective.

However, this restriction does not apply where the product is genuinely damaged, unsafe, materially defective, incorrectly supplied or otherwise covered by applicable consumer law.

5. Opened Products

Opened food products are ordinarily not eligible for return because they cannot be safely restocked or resold.

An opened product may still be considered for refund, replacement or another appropriate resolution when:

  • The defect or quality issue became apparent only after opening.
  • The product appears contaminated, spoiled or unsafe.
  • The product differs materially from its description or ingredient declaration.
  • The wrong product was supplied inside the package.
  • Savoritea requests that the package be opened for inspection.

Do not continue consuming a product if you suspect contamination, spoilage, an undeclared allergen or another safety concern.

6. How to Submit a Return, Refund or Replacement Request

Contact us at:

Email: support@savoritea.com
Phone: +91 70056 92380

Include the following information:

  1. Your full name
  2. Order number
  3. Registered phone number or email address
  4. Product name and quantity affected
  5. A clear explanation of the issue
  6. Clear photographs of:
    • The outer shipping package
    • Shipping label
    • Product packaging
    • Seal, leakage, damage or incorrect item
    • Batch number and best-before information, where relevant
  7. A short video, where the issue cannot be adequately shown through photographs

Do not send bank passwords, card PINs, CVVs or OTPs.

7. Unboxing Photographs and Videos

Customers are encouraged to photograph or record the opening of the package, particularly for high-value, bulk or gift-set orders.

An unboxing video may help verify the following:

  • Damage
  • Tampering
  • Missing items
  • Incorrect products
  • Leakage

However, the absence of an unboxing video will not automatically invalidate a genuine complaint. We may evaluate the request using photographs, order records, shipping information, batch details and other available evidence.

8. Review of Your Request

After receiving the required information, our team will ordinarily acknowledge or begin reviewing the request within 24 to 48 business hours.

We may:

  • Ask for additional photographs or information
  • Verify the order and payment record
  • Review shipping and delivery information
  • Check the batch or product details
  • Consult the courier or fulfilment partner
  • Request that the affected product be preserved until the review is completed

Submitting a request does not automatically guarantee approval. Each request will be assessed according to the available evidence, product condition, order details and applicable law.

9. Available Resolutions

Where a request is approved, Savoritea may offer one or more of the following:

  • Replacement of the affected product
  • Refund for the affected product
  • Refund of the full order, where appropriate
  • Store credit, only with the customer’s agreement
  • Reshipment of a missing item
  • Another reasonable resolution agreed with the customer

The resolution will depend on:

  • Nature of the issue
  • Product availability
  • Extent of the damage
  • Value of the affected item
  • Customer preference
  • Practicality of collection or reshipment

Store credit will not be imposed instead of a refund where a monetary refund is otherwise due.

10. Replacement Policy

You may request a replacement instead of a refund when:

  • The product is damaged
  • The wrong product was delivered
  • An item was missing
  • The package was tampered with or leaking
  • Another verified fulfilment error occurred

Replacement is subject to stock availability.

If the same product is unavailable, we may offer:

  • A refund
  • An alternative product of equivalent value, with your consent
  • Store credit, with your consent

A replacement order will be dispatched after approval and according to the availability of the product and delivery service.

11. Return Pickup and Product Disposal

Where the issue arose because of an error by Savoritea or its delivery process, we may

  • Arrange a return pickup
  • Request that the product be handed to a designated courier
  • Ask the customer to retain the product until further instructions
  • Ask the customer to dispose of the product safely after approval
  • Resolve the complaint without collecting the product

Do not return a product independently without receiving return instructions. Unauthorized courier charges may not be reimbursed.

If a return pickup is arranged, the product should be returned with:

  • Original packaging
  • Labels and seals
  • Accessories or inserts
  • Free items supplied with the affected product, where applicable

This requirement does not apply where the packaging itself is damaged, unsafe or unavailable because of the reported issue.

12. Return Shipping Charges

Where Savoritea is responsible

Savoritea will bear reasonable return or replacement shipping costs where

  • The wrong product was delivered
  • The product arrived damaged
  • The package was tampered with or leaking
  • A verified fulfilment or quality issue occurred

Where the customer is responsible

Where a return is exceptionally accepted for a reason not caused by Savoritea, the customer may be responsible for the following:

  • Return shipping charges
  • Packaging costs
  • Other direct return expenses disclosed in advance

No such charge will be imposed without informing the customer before the return is arranged.

13. Refund Policy

Once a refund is approved, Savoritea will initiate it within 3 to 4 working days.

The time taken for the amount to appear in your account may depend on:

  • Bank processing time
  • Payment gateway
  • UPI provider
  • Card issuer
  • Weekend or public holiday
  • Payment method used

The actual credit may therefore take additional time after Savoritea initiates the refund.

14. Refund Method

Prepaid orders

Refunds will ordinarily be issued to the original payment method used for the order.

Cash-on-delivery orders

For eligible cash-on-delivery refunds, the customer may be asked to provide the following:

  • UPI ID
  • Bank-account information
  • Account-holder name
  • Cancelled cheque or another verification document, where necessary

COD refunds will be processed through UPI or bank transfer after the details are verified.

Savoritea will never request:

  • UPI PIN
  • Bank password
  • Card PIN
  • CVV
  • OTP

15. Refund Amount

An approved refund may include:

  • Product price
  • Applicable taxes charged on the refunded product
  • Shipping charges, where the entire order was affected by an error attributable to Savoritea

The following may not be refundable unless required by law or caused by our error:

  • Original delivery charges where only one item in a larger order is returned
  • Cash-on-delivery handling charges
  • Gift wrapping charges
  • Express-delivery charges
  • Return shipping charges arising from a customer-requested exception
  • Discounts already consumed through products retained by the customer

Where a discount applied to multiple products, the refund may be calculated using the effective discounted amount paid for the returned item.

16. Missing Items

If an item is missing from your delivered order, contact us within 10 days, preferably within 48 hours.

After verification, we may:

  • Dispatch the missing item
  • Refund the amount paid for it
  • Offer another mutually agreed resolution

Keep the outer package, shipping label and received products until the review is complete.

17. Damaged or Tampered Packages at Delivery

Where a package appears visibly damaged, opened, wet, leaking or tampered with:

  • You may refuse delivery, where reasonably possible.
  • Inform the delivery representative of the issue.
  • Photograph the package before opening.
  • Contact Savoritea promptly.
  • Do not consume a product that appears unsafe.

If you accept the delivery, acceptance does not prevent you from raising a genuine complaint within the applicable period.

18. Order Cancellation Before Dispatch

You may request cancellation before the order has been shipped.

To request cancellation, contact:

Email: support@savoritea.com
Phone: +91 70056 92380

Include your order number and registered contact details.

A cancellation request is not complete until confirmed by Savoritea.

Where the order has not entered packing or dispatch processing, we will make reasonable efforts to cancel it.

19. Cancellation After Dispatch

Once an order has been shipped, cancellation may not be possible.

Depending on the order status, you may

  • Refuse delivery, where permitted
  • Contact us for available options
  • Follow the applicable return procedure after delivery

If an order is refused for reasons not attributable to Savoritea, we may deduct reasonable shipping, return-to-origin, or COD-related charges from the refund after informing the customer and subject to applicable law.

Food products returned after an unsuccessful or refused delivery may not be resold.

20. Cancellation by Savoritea

Savoritea may cancel an order where

  • The product is unavailable
  • Payment verification fails
  • The address is incomplete or not serviceable
  • The order appears fraudulent or unauthorised
  • A technical or pricing error occurred
  • The quantity ordered exceeds available stock or applicable purchase limits
  • Delivery cannot reasonably be completed
  • The order violates our Terms and Conditions

If a prepaid order is cancelled by Savoritea, the amount collected will be refunded to the original payment method.

21. Failed Delivery and Return to Origin

An order may be returned to Savoritea when:

  • The delivery address is incorrect or incomplete
  • The customer cannot be contacted
  • Delivery is repeatedly refused
  • COD payment is unavailable
  • The delivery area is inaccessible
  • The courier exhausts its delivery attempts

For prepaid orders returned to origin, any refund may be processed after the shipment returns and is inspected.

Reasonable forward and return shipping charges may be deducted where the failed delivery resulted from incorrect information, repeated unavailability or unjustified refusal by the customer. No deduction will be made where the failure arose from Savoritea’s error or the courier’s confirmed fault.

22. Promotional, Free and Gift Items

Free products, samples and promotional gifts are not independently refundable.

Where the main qualifying product is refunded or returned, Savoritea may require the related free item to be returned where it is safe and practical to do so.

If a gift set or bundled offer is partially returned, the refund may be recalculated according to the value actually paid and the products retained.

23. Gift Orders

Refunds for gift orders will ordinarily be issued to the original purchaser and original payment method.

A gift recipient may report damage or an incorrect item, but payment-related information and refunds may require confirmation from the purchaser.

24. Bulk and Corporate Orders

Bulk, wholesale, customized, and corporate-gifting orders may be governed by separate written terms.

Unless the relevant quotation, invoice or agreement states otherwise:

  • Customized orders may not be cancellable after production or packing begins.
  • Personalized packaging may not be returnable for preference-based reasons.
  • Verified damage, shortage or incorrect supply should be reported within the period stated in the commercial agreement.
  • Consumer-facing provisions will apply where legally relevant to the nature of the transaction.

25. Abuse of the Policy

Savoritea may reject or investigate requests involving the following:

  • Repeated unsupported claims
  • Altered photographs or documents
  • Fraudulent transactions
  • Deliberate product damage
  • Inconsistent order information
  • Attempts to retain both the refunded amount and replacement without approval
  • Misuse of promotional offers

This provision will not be used to deny a genuine complaint or lawful consumer remedy.

26. Consumer Rights and Grievance Escalation

We aim to resolve genuine complaints fairly and promptly.

For assistance, contact:

Customer Support Email: support@savoritea.com
Phone: +91 70056 92380

If the issue remains unresolved, contact:

Grievance Officer: Rohit Upadhya, Co-Founder, Savoritea
Grievance Email: care@savoritea.com

Consumers may also use the National Consumer Helpline for pre-litigation grievance support. The Department of Consumer Affairs identifies it as a consumer-grievance redressal mechanism and provides access through telephone and digital channels.

Food-safety complaints involving unsafe, substandard or incorrectly labeled products may also be reported through official FSSAI consumer-grievance channels.

27. Changes to This Policy

We may update this policy when:

  • Products or fulfilment processes change
  • Shipping or payment providers change
  • Return or refund procedures change
  • Legal or regulatory requirements change
  • Business contact information changes

The revised version will be published on this page with an updated “Last updated” date.

Orders will generally be governed by the policy in effect when the order was placed, except where a later change is legally required or more favorable to the customer.

28. Contact Information

Savoritea
Operated by: R B UDYOG
Business Address: R.B.Udyog Office, 2nd Floor, Bidhan Road, Near Auto Stand, Ward 11, Hakim Para, Siliguri, West Bengal 734001, India
FSSAI Registration Number: 22826191000213
Email: support@savoritea.com
Phone: +91 70056 92380

Grievance Officer: Rohit Upadhya, Co-Founder, Savoritea
Grievance Email: care@savoritea.com

Savoritea, operated by R B UDYOG | FSSAI Reg. No. 22826191000213

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