Refund Policy

1. FOOD PRODUCT & LIMITED RETURN POLICY

As CHARAIDEO RESERVES deals in packaged tea and other consumable food products, we follow a strict no-return policy for opened or used products for reasons of hygiene, food safety, and product integrity.

We do not accept returns or provide refunds for products that are purchased by mistake, no longer required, or where the customer simply changes their mind or does not prefer the taste or flavour of the tea.

Returns are accepted only in cases where the product received is damaged, defective, incorrect, tampered with, or otherwise does not correspond to the order placed.

2. CANCELLATION OF ORDERS

Orders may be cancelled by contacting us at sales@ulkamgroup.com as soon as possible after placing the order.

A cancellation request can only be accommodated if the order has not yet been processed or dispatched.

Once an order has been dispatched, it cannot be cancelled and the customer will need to follow the applicable provisions of this Refund & Return Policy.

3. ELIGIBILITY FOR RETURN OR REPLACEMENT

A return or replacement may be considered only in the following circumstances:

• You received a different product from the one ordered.
• The product received is physically damaged.
• The packaging appears to have been tampered with or compromised upon delivery.
• The product is defective or otherwise unsuitable for consumption due to an issue attributable to the product or its packaging.
• A product or quantity included in your order is missing.

All claims are subject to verification by our team.

4. STRICT CONDITIONS FOR RETURN CLAIMS

For food safety and hygiene reasons, the following conditions apply:

• The product must not have been opened, consumed, used, or transferred to another container, unless the issue itself requires opening the package to identify the problem.
• The original packaging, labels, batch information, and other product details must be retained.
• Customers must provide clear photographs of the outer shipping package, product packaging, labels, and the affected product.
• Where requested, customers may also be required to provide an unboxing video or other information to help us investigate the claim.
• The claim must be submitted within 48 hours of delivery.
• Claims submitted after the applicable reporting period may not be accepted.

5. DAMAGED OR TAMPERED PACKAGES

Please inspect your package at the time of delivery.

If the package appears open, torn, crushed, leaking, or otherwise visibly tampered with, please take photographs before opening the package and contact us at sales@ulkamgroup.com within 48 hours of delivery.

If possible, please retain the original shipping packaging until the issue has been resolved.

We will review the evidence and, where the claim is found to be valid, may arrange a replacement or refund as appropriate.

6. INCORRECT OR MISSING PRODUCTS

If you receive an incorrect product or an item is missing from your order, please contact us at sales@ulkamgroup.com within 48 hours of delivery.

Please provide your order number along with clear photographs of the products received and their packaging.

After verification, we may arrange for the correct product to be shipped or provide an appropriate refund for the affected item.

7. PRODUCTS THAT CANNOT BE RETURNED

For hygiene, food safety, and product integrity reasons, the following are non-returnable and non-refundable:

• Products that have been opened or partially consumed.
• Products where the packaging seal has been broken by the customer.
• Products purchased by mistake or no longer required.
• Products where the customer has changed their mind after purchase.
• Products returned because the customer does not like the taste, aroma, flavour, strength, or character of the tea.
• Products returned because they do not meet an individual's personal taste preference.
• Products damaged after delivery due to improper handling, storage, moisture exposure, heat, or other conditions attributable to the customer.
• Products purchased during promotional or clearance offers, except where the product is received damaged, incorrect, or otherwise eligible for a claim under this policy.

8. REFUNDS

If a refund is approved following verification of an eligible claim, the refund will generally be processed to the original payment method used to place the order.

The time taken for the refunded amount to reflect in your account may vary depending on your bank, card issuer, payment gateway, or other payment service provider.

Shipping charges, where applicable, may not be refundable unless the refund is due to an error attributable to us, such as an incorrect product being dispatched.

9. REPLACEMENT OR REFUND

For an approved claim, CHARAIDEO RESERVES may, at its discretion and depending on the nature of the issue:

• Replace the affected product;
• Refund the value of the affected product; or
• Provide another appropriate resolution.

Replacement availability may depend on stock availability.

10. QUALITY & TASTE-RELATED CLAIMS

Tea is an agricultural product, and its aroma, flavour, liquor, colour, and tasting notes can naturally vary depending on factors such as harvest, brewing method, water quality, temperature, steeping time, and personal preference.

Differences in taste or personal preference do not, by themselves, constitute a product defect and will not qualify for a return or refund.

If you believe that the product has a genuine quality issue or is unsuitable for consumption, please contact us at sales@ulkamgroup.com with your order details and relevant photographs so that we can review the matter.

11. HOW TO INITIATE A REFUND OR RETURN CLAIM

To raise a claim, please email:

sales@ulkamgroup.com

Please include:

• Order number
• Name used for the order
• Contact number
• Description of the issue
• Clear photographs of the product
• Clear photographs of the outer packaging and shipping package
• Unboxing video, if available or requested

Our team will review the claim and contact you with the next steps.

12. CONTACT US

For any questions regarding refunds, replacements, damaged products, or return claims, please contact:

Ulkam Group LLP
Email: sales@ulkamgroup.com

Please note: All refund, replacement, and return claims are subject to verification and the terms outlined in this policy.