This policy explains what happens if something is wrong with an order from ganeshtea.com. It is short, and it is written the way we actually work rather than the way policies usually read. Tea is food, and food that has left our hands cannot come back, so almost everything below is about replacing a parcel rather than returning one.
The short version
We do not accept returns. If a parcel arrives short, wrong, damaged or tampered with, we send a replacement, and we need an unedited unboxing video to approve it. A refund happens only where we cannot replace. Raise it within 48 hours of delivery.
Why we do not take tea back
Once a pack has left us we have no way of knowing how it has been stored, whether it has been opened, or what it has been kept beside. Tea takes on the smell of anything near it, which is exactly why it is sold sealed. We are not willing to put a returned pack back into circulation and we are not willing to send anyone else’s returned pack to you.
So nothing needs to be posted back to us. Do not courier anything to us without asking first, because we cannot accept it and it will be returned at your cost.
Replacement first, refund only if we cannot replace
Where a claim is accepted, we send a replacement. That is the outcome in almost every case. We have the tea, and getting it to you is faster than any refund clears.
We refund only where a replacement is genuinely not possible: the grade or pack size is out of stock with no restock date, or we can no longer deliver to your address. In that case the money goes back to the UPI account it came from, within seven working days of us agreeing the refund.
If your parcel is short, wrong, damaged or tampered with
This is the claim that needs a video, and here is the honest reason. Between our packing table and your door the parcel passes through hands neither of us controls. Contents get pilfered and swapped, and when it happens, neither you nor we were standing there. One unedited video ends the argument in a way that no amount of good faith on either side can.
We are not asking because we assume you are lying. We are asking because it is the only thing that lets us take your word without having to weigh it against the courier’s.
What the video has to show
- The sealed parcel before it is opened, with the shipping label readable
- All sides of the parcel, so any existing damage, tear or reseal is visible
- The parcel being opened
- Everything that comes out of it, including each pack and its seal
What makes a video unusable
- It starts with the parcel already open. This is the most common reason a claim fails, and once the box is open the video cannot prove anything about what was inside it.
- It is cut, trimmed, stitched from several clips, sped up or paused. It has to be one continuous take.
- The shipping label is not readable, so the parcel cannot be matched to your order.
Time limit: send it within 48 hours of delivery. After that the parcel has been in your keeping longer than it was in the courier’s, and we cannot assess it fairly.
If the tea itself is not right
A different problem needs a different route. If the parcel arrived intact but the tea inside is not what it should be, an unboxing video cannot help either of us, because you would only discover it on brewing, days later. So we do not ask for one.
Send us instead:
- Your order number
- A photograph of the pack showing the batch number and the packing date printed on it
- A photograph of the tea itself, and of the brewed cup if you can
We treat anything to do with food quality seriously and we look at these individually. The outcome is the same: replacement first, refund only where we cannot replace.
Cancelling before dispatch
Free, and no reason needed. Message us with your order number before the parcel leaves us and we will cancel it and refund you in full. Once it has been handed to the courier it cannot be cancelled, because it is no longer ours to stop.
If your parcel never arrives
If a courier loses your parcel, or returns it to us undelivered, that is our problem and not yours. We will send a replacement, or refund you in full if you would rather have the money back.
Payment problems
If you were charged twice, or money left your account for an order that was never confirmed, tell us and we will refund it in full. This is not a claim and it does not need evidence beyond the transaction reference.
What this policy does not cover
- Changing your mind
- Not caring for the taste. Chai is a matter of preference and a strong Assam CTC is not to everyone’s. This is different from tea that is genuinely stale or spoiled, which is covered above.
- Ordering the wrong pack size or the wrong quantity
- Packs opened before the unboxing video was made
- Transit claims raised more than 48 hours after delivery
- Damage or spoilage after delivery, including tea stored open, damp or in sunlight
How to raise a claim
WhatsApp is the fastest route and the one that gets answered. Send your order number and the video or photographs to +91 93200 28110, or email info@ganeshtea.com.
Send the evidence in the first message if you can. A claim with the video attached is usually settled the same day; a claim without one takes as long as it takes us to ask for it and wait.
Our decision
We assess each claim on the evidence provided, and the decision on whether to replace an order rests with Ganesh Premium Tea Private Limited. We have been selling this tea since 1986 and we would rather replace a parcel than argue about one, but the judgement is ours to make.
Your rights under Indian law
Nothing in this policy takes away rights you have by law, and it is not intended to.
Under the Consumer Protection (E-Commerce) Rules, 2020, a seller cannot refuse to take back goods or refuse a refund where the goods delivered are defective, deficient or spurious, or are not of the characteristics or features advertised or agreed. Where that applies, it applies whatever this page says.
What is set out above is how we handle claims in practice, and what we need in order to handle them quickly. It is not an attempt to contract out of the law.
Grievance officer
If you are not satisfied with how a claim has been handled, you can escalate it.
Grievance Officer
Ganesh Premium Tea Private Limited
Mumbai, Maharashtra, India
Email: info@ganeshtea.com
Phone and WhatsApp: +91 93200 28110
We acknowledge complaints within 48 hours of receiving them and aim to resolve them within one month, as required by the Consumer Protection (E-Commerce) Rules, 2020.