A. Cancellation, Return and Refund Policy

1. Scope

This policy applies to retail purchases made directly through mahabirtea.com (the "Website") from Mahabir Tea Mart ("Mahabir", "we", "us" or "our"). Purchases made through a marketplace, distributor or other third party are also subject to that seller or platform's applicable process.

2. Prepaid orders

Orders placed on the Website are accepted on a prepaid basis unless Cash on Delivery is expressly offered at checkout. Payment must be successfully authorised before an order is confirmed. A payment debit without an order confirmation should be reported to us with the transaction reference; after verification, any amount successfully received by Mahabir for a failed order will be refunded to the original payment method.

3. Order cancellation

A customer may request cancellation before the order is packed or handed over to the courier. Requests should be made immediately through the contact details shown below and must include the order number.

Once an order has been packed, dispatched or handed over to the courier, cancellation may not be possible because tea is a food product and the shipment is already in the delivery network.

If cancellation is accepted for a prepaid order, the paid order amount will be initiated to the original payment method within 2 business days. The bank, card issuer, UPI provider or payment gateway may require an additional 5-7 business days to reflect the credit.

Mahabir may cancel an order because of stock unavailability, payment verification failure, an incorrect listing or pricing error, an undeliverable location, suspected fraud, or another reasonable operational cause. If Mahabir cancels a prepaid order, the amount received for the cancelled item or order will be refunded in full to the original payment method.

No cancellation fee will be charged unless a clearly disclosed charge is lawful and Mahabir bears a similar charge when it cancels an order unilaterally, as applicable.

4. No change-of-mind return for tea and food products

To protect food safety, freshness and product integrity, tea, infusions, premixes and other consumable products are not returnable or exchangeable merely because:

• the customer changed their mind;
• the flavour, aroma, colour or strength did not suit personal preference;
• the wrong variant or quantity was selected by the customer;
• the pack has been opened, used, brewed, altered or stored incorrectly;
• minor colour or appearance variation is consistent with natural agricultural ingredients; or
• the product was purchased during a sale, with a coupon, or as part of a promotional offer.

This restriction does not remove a customer's remedies where the supplied product is defective, deficient, spurious, unsafe, incorrect, materially different from the description or agreed features, or materially delayed beyond the stated delivery schedule, as provided by applicable law.

5. When Mahabir will review a replacement or refund request

Please contact Mahabir if:

• the parcel or product arrived damaged or leaked;
• the wrong product or variant was delivered;
• an item shown on the invoice was missing;
• the product received does not materially match the Website description or agreed specifications;
• the sealed product appears defective, contaminated, unsafe or unfit for consumption;
• the product was already expired when delivered; or
• the order was delivered materially later than the delivery schedule stated or agreed, subject to events reasonably beyond Mahabir's control and applicable law.

6. How to report a problem

Contact us as soon as reasonably possible, preferably within 48 hours of delivery for visible transit damage, leakage, wrong items or missing items. A later claim will still be considered where the problem could not reasonably have been identified earlier or where applicable law requires a remedy.

Please provide:

• order number and registered contact details;
• a short description of the problem;
• clear photographs of the outer package, shipping label, product and batch/expiry panel; and
• a short unboxing video, if available. An unboxing video helps verification but will not be treated as the only possible proof.

Do not consume a product that appears unsafe, contaminated, tampered with or unfit for consumption. Keep the product and packaging until Mahabir completes its review or provides disposal instructions.

7. Resolution and return collection

After reviewing the information, Mahabir may offer one or more appropriate remedies: replacement of the affected item, reshipment of a missing item, store credit where the customer agrees, or a full/partial refund corresponding to the affected item or order. The remedy will depend on the facts, stock availability and applicable law.

Where Mahabir asks for a product to be returned for an accepted quality, damage or fulfilment claim, Mahabir will arrange or reimburse reasonable return shipping. The customer should not send a parcel without receiving return instructions.

8. Refund method and timeline

Approved refunds are issued to the original payment method unless another lawful method is expressly agreed.

Mahabir will normally initiate an approved refund within 2 business days after approval or, where a return is required, after the returned item is received and verified.

Banks and payment providers may take an additional 5-7 business days, and occasionally longer, to display the credit. These processing times are outside Mahabir's direct control.

Original delivery charges may be refunded where the entire order is accepted as defective, incorrect or otherwise refundable. For a partial claim, only the affected product value and any applicable proportionate charge may be refunded.

9. Refused and undeliverable prepaid orders

If a prepaid order is refused without an accepted product or delivery issue, or cannot be delivered because the address/contact information supplied by the customer was incorrect or the customer was repeatedly unavailable, Mahabir may deduct the actual forward and return logistics charges from the refundable amount, to the extent permitted by law and after providing the basis of the deduction. No deduction will apply where non-delivery was caused by Mahabir or its delivery partner and the customer was not at fault.

10. Gifts, combos and free items

A promotional gift or free item is not independently refundable. If a complete combo or qualifying order is accepted for return, all included products and promotional items must be returned where safe and reasonably possible. If only one item is affected, Mahabir may resolve only that item.

B. Website Terms and Conditions

1. Acceptance and eligibility

By accessing the Website or placing an order, the user agrees to these Terms, the Cancellation, Return and Refund Policy, the Privacy Policy, and other policies displayed on the Website. A person placing an order represents that they are legally capable of entering into the transaction or are acting with the involvement of a parent or lawful guardian where required.

2. Products and information

Mahabir aims to present product names, ingredients, net quantity, brewing guidance, images, prices, availability and other information accurately. Tea is an agricultural product; natural variations may occur between harvests and batches. Screen settings and photography can also affect colour appearance. Such normal variations do not by themselves make a product defective, but the product supplied must materially match the description and applicable labelling requirements.

3. Pricing, taxes and offers

Prices are displayed in Indian Rupees unless stated otherwise and will show applicable taxes as required.

Delivery charges, if any, will be disclosed before payment.

Promotional codes cannot be combined unless expressly stated. Offers may have quantity, product, customer, geography, time or stock limitations.

If an obvious pricing or listing error is identified before dispatch, Mahabir may contact the customer for confirmation or cancel and refund the affected order. Mahabir will not misrepresent a discount or retain payment for an order it does not supply.

4. Order acceptance

An order acknowledgement confirms receipt of the request; final acceptance occurs when Mahabir confirms the order for fulfilment or dispatch. Mahabir may decline or limit an order for reasonable grounds such as availability, payment verification, purchase limits, suspected resale/fraud, regulatory restrictions or delivery limitations. Any payment received for a declined item will be refunded.

5. Shipping and delivery

Estimated dispatch and delivery timelines are estimates unless expressly stated as guaranteed. Customers must provide a complete and accurate delivery address and reachable contact number. Risk relating to loss or damage remains subject to applicable law and the responsibility of Mahabir and its logistics partners for proper fulfilment is not excluded by these Terms.

6. Customer accounts and acceptable use

Customers are responsible for maintaining the confidentiality of their account and for providing accurate information. The Website must not be used for unlawful activity, interference with site security, automated extraction, impersonation, fraudulent payment, abusive conduct or infringement of intellectual-property rights.

7. Intellectual property

The Mahabir name, logos, packaging artwork, photographs, Website design, written content and other brand material are owned by or licensed to Mahabir and may not be copied, republished, commercially exploited or used to imply affiliation without written permission, except as permitted by law.

8. Reviews and customer content

Reviews must reflect genuine experience and must not be unlawful, misleading, abusive, defamatory or infringing. Mahabir may moderate content for these reasons but will not knowingly present fake customer reviews or suppress a review solely because it is critical.

9. Responsible product information

Tea and herbal products are foods and are not intended to diagnose, treat, cure or prevent disease. Product descriptions and brewing suggestions are general information. Customers with allergies, medical conditions, pregnancy-related concerns or medicine interactions should review the ingredient label and seek qualified professional advice where appropriate.

10. Liability

Nothing in these Terms excludes or limits rights or remedies that cannot lawfully be excluded, including rights relating to defective, unsafe, misdescribed or deficient goods. To the extent permitted by law, Mahabir is not responsible for indirect or consequential loss arising from misuse, unauthorised alteration, improper storage, failure to follow ingredient/allergen information, or events beyond reasonable control. Any limitation will apply only to the extent permitted by applicable law.

11. Privacy and communications

Personal information is handled in accordance with Mahabir's Privacy Policy and applicable law. Transactional messages may be sent for order confirmation, payment, dispatch, delivery and customer support. Promotional communications will be sent subject to applicable consent and opt-out requirements.

12. Grievances and support

Customer Support / Grievance Contact

Mahabir Tea Mart
PBR Tower, G20, Near Don Bosco More, Siliguri, West Bengal 734001, India
Email: support@mahabirtea.com
Phone/WhatsApp: +91 98001 42666
Working hours: Monday-Saturday, 10:00 AM-6:00 PM IST

Complaints will be acknowledged and resolved within the timelines required by applicable law. Before publication, Mahabir should add the full name and designation of its appointed grievance officer to this section.

13. Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to applicable consumer-protection law and any forum that cannot lawfully be excluded, disputes will be subject to the competent courts and authorities having jurisdiction over Siliguri, West Bengal.

14. Changes and severability

Mahabir may update these Terms prospectively to reflect changes in products, operations or law. The effective date will be displayed on the Website. Changes will not improperly reduce rights already accrued for a confirmed order. If a provision is held invalid or unenforceable, the remaining provisions continue to apply.

C. Before Publishing

Legal-review note: This is a practical website-policy draft, not a substitute for advice from Mahabir's lawyer or compliance professional. Confirm the following before publication:

• Insert the appointed grievance officer's full name and designation
• Confirm whether the Website will be prepaid-only or will offer Cash on Delivery
• Confirm actual dispatch, delivery, complaint-review and payment-gateway timelines
• Publish matching Shipping, Privacy and Contact pages and ensure Shopify checkout links to them
• Train customer support to issue a complaint/ticket reference and preserve claim records
• Ensure every product page accurately discloses ingredients, flavours, allergens where applicable, net quantity, MRP, manufacturer/packer details, FSSAI details, best-before/shelf-life and country of origin as applicable

Reference Basis

This draft was independently written for Mahabir after reviewing Teabox's publicly available return/refund presentation and the principles stated in India's Consumer Protection (E-Commerce) Rules, 2020. In particular, an e-commerce seller/inventory entity should clearly disclose return, refund, exchange, delivery, shipment, payment and grievance information and should not refuse an appropriate remedy where goods are defective, deficient, spurious, materially misdescribed or delivered later than the agreed schedule.

Public references reviewed: Teabox Return & Refund Policy (teabox.com/pages/teabox-returns-policy); Consumer Protection (E-Commerce) Rules, 2020 summary published by the Institute of Company Secretaries of India. Accessed 8 August 2026.