Return Eligibility

To be eligible for a return, the following conditions must be met:

• • The return request must be made within 14 days of the delivery date.
  • The product must be in its original, unopened condition.
  • You must contact us at hinslandtea@gmail.com before sending anything back. We will issue a Return Authorization — items sent back without prior approval may not be accepted.
  • The product must be securely repackaged to prevent damage in transit.

What Can and Cannot Be Returned

Eligible for Return

• • Unopened, sealed products in original condition
  • Defective or damaged products received
  • Incorrect items sent (wrong product or quantity)
  • Products with a quality defect (e.g. off aroma, evidence of moisture damage)
  • Teaware or accessories — unused and in original packaging

Not Eligible for Return

• • Change-of-mind returns (e.g. preferring a different flavour)
  • Products returned after 14 days from delivery
  • Products not purchased directly from hinsland.com
  • E-Gift Cards (non-refundable)
  • Products damaged by improper storage or handling by the customer
  • Items returned without prior authorization from Hinsland

How to Initiate a Return Step by Step

1. 1. Contact Us
      Email hinslandtea@gmail.com with the subject line 'Return Request'. Include your order number, the item(s) you wish to return, and a brief description of the reason.
   2. Receive Your Return Authorization
      Our team will review your request and respond within 2–3 business days. If approved, we will send you a Return Authorization (RA) number and the return address. Do not send items before receiving this authorization.
   3. Pack and Ship the Item
      Securely repackage the item in its original packaging where possible. Write the RA number clearly on the outside of the parcel. Ship the return to the address provided using a trackable courier service. Retain your proof of postage.
   4. Inspection & Refund
      Once we receive your returned item, we will inspect it within 3 business days and notify you by email. If the return is approved, your refund will be processed within 7–10 business days via your original payment method.

1. 4. Refunds

How Refunds Are Issued

Approved refunds are returned via the same payment method used for the original purchase. If that is not possible (e.g. an expired card), we will issue store credit of equivalent value.

A full refund includes the product price plus the original outbound shipping cost paid by you.

Refund Timeline

Defective or Incorrect Orders

Defective Product

If a product has a quality defect - such as an off aroma, evidence of moisture ingress, or incorrect contents please contact us within 14 days of delivery. We will arrange a replacement or refund without requiring the product to be returned in all cases.

Incorrect Item Received

If you receive an item that does not match your order, please contact us at hinslandtea@gmail.com within 14 days. We will arrange collection of the incorrect item (at our cost) and dispatch the correct item as quickly as possible, or issue a full refund if the correct item is unavailable.

Return Shipping Costs

We recommend using a trackable shipping service for all returns. Hinsland is not responsible for items lost in return transit.

International Orders — Important Notes

Return Shipping Costs for International Customers

Returning an item internationally can involve significant shipping costs. In cases where the return is at the customer's expense, we recommend contacting us first - in some situations, we may be able to offer a partial refund or replacement without requiring the physical return of the item, at our sole discretion.

Customs Duties on Returns

Returned items may be subject to customs processing when re-entering Sri Lanka. Any import duties or customs fees incurred on the return shipment are not covered by Hinsland and will be deducted from your refund where applicable.

Orders Refused or Undeliverable at Customs

• • Any customs fees or duties paid by Hinsand to recover the shipment
  • The original outbound shipping cost

We strongly recommend checking your country's import regulations for tea and food products before placing an order.

Orders Cancelled Due to Customs Charges

If you choose to cancel your order after it has been dispatched because of unexpected customs duties or taxes imposed by your local authority, your refund will be issued once the items are returned to us and inspected, minus any customs-related costs incurred to release the shipment.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under the laws of your country.

Contact Us

Email: hinslandtea@gmail.com

Response time: Within 2–3 business days

Address: Hinsland Tea, Wellampitiya, Sri Lanka

Business hours: Monday to Friday, 9:00 AM – 5:00 PM (Sri Lanka Standard Time, UTC+5:30)