Return & Refund Policy

Returns

Hatton Hues sells packed Ceylon tea, which is a consumable food product. For hygiene and product safety reasons, we accept returns only when the item is unopened, unused, in its original packaging, and returned within 7 days from the date you receive your order.

A proof of purchase, order number, or payment confirmation may be required before a return can be accepted.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, leaking, incorrectly packed, or different from what you ordered, please contact us within 48 hours of delivery with your order number and clear photos of the item and packaging.

After reviewing the issue, we may offer a replacement, exchange, store credit, or refund depending on product availability and the nature of the issue.

Refunds

Once we receive and inspect an approved return, we will notify you of the refund status. If approved, the refund will be issued to the original payment method used for the order.

Delivery charges are not refundable unless the return is due to our error, a damaged item, a defective item, or an incorrect item supplied by Hatton Hues.

Exchanges

Exchanges may be accepted within 7 days of delivery for unopened and unused products in their original packaging. Exchanges are subject to stock availability.

If the replacement item has a different price, we will confirm the price difference with you before completing the exchange.

Non-Returnable Items

The following items cannot be returned or refunded unless they are damaged, defective, or incorrectly supplied by Hatton Hues:

• Opened tea packets or products with broken seals
• Products that have been used, consumed, or repacked
• Products damaged after delivery due to misuse, improper storage, or handling
• Custom, bulk, or wholesale orders prepared specially for a customer
• Gift cards, promotional items, or free samples, if offered

Return Shipping

Customers are responsible for return shipping costs unless the return is due to a damaged item, defective item, incorrect item, or another error by Hatton Hues.

If the return is due to our error, we will provide instructions for returning the item or arranging a suitable replacement.

Processing Time

Approved refunds and exchanges are processed within 7 business days after we receive the returned item or confirm the issue. Your bank, card issuer, or payment provider may take additional time to reflect the refund in your account.

Delivery Period

We aim to prepare and dispatch orders as soon as possible after payment confirmation. Delivery within Sri Lanka is generally expected within 3 to 7 business days, depending on location, courier schedules, and public holidays.

Delivery times are estimates and may vary due to circumstances outside our control.