Returns & Refunds

You can cancel free of charge at any time before your order is dispatched — write to hello@serkyem.com or WhatsApp +91 98327 37764 with your order number. We refund the full amount, including any shipping charge. Once an order has been handed to the courier it can no longer be cancelled, but it may still be returned under the sections below.

Tell us within 48 hours of delivery and send photographs of the item and the outer packaging. If a parcel arrives visibly damaged, photograph it before opening where you can. We will send a replacement at our cost or refund you in full, whichever you prefer, and you will not pay return shipping. This applies to items that arrive broken, leaking, past their best-before date, or simply not what you ordered.

Sealed tea and unopened merchandise can be returned within 7 days of delivery, provided the factory seal is intact and the item is in its original packaging with any tags and inserts. Return shipping for a change of mind is paid by you, or deducted from the refund if we arrange the pickup. The original shipping charge is not refunded in this case.

For food safety reasons we cannot accept returns of:

• Tea or food whose seal or packaging has been opened
• Freshly prepared food, and anything ordered at the café
• Items returned more than 7 days after delivery
• Items damaged after delivery by misuse, poor storage or exposure to moisture
• Gift cards and personalised or custom-assembled gift boxes

This does not affect your rights where an item was damaged, defective or incorrectly supplied.

• Write to hello@serkyem.com or WhatsApp +91 98327 37764 with your order number, what is wrong, and photographs where relevant
• We reply within 2 business days confirming whether to return or replace
• Where your PIN code is serviceable we arrange a reverse pickup; otherwise we will ask you to courier the item and we reimburse reasonable postage when the fault was ours
• We inspect the returned item on arrival and process the outcome within 2 business days

Please do not send anything back before we have confirmed the return.

Approved refunds go back to the original payment method through Razorpay — we cannot refund to a different card or account. We initiate the refund within 2 business days of approving it, and it typically reaches you within 5 to 7 business days after that, depending on your bank or UPI provider. We will email you when the refund has been initiated, with the reference number.

Where you have asked for a replacement rather than a refund, we dispatch it once the return is approved, or immediately in the case of a damaged or incorrect item. If the item is out of stock we will offer you the choice of a substitute or a full refund.

If you are unhappy with how a return or refund has been handled, contact our Grievance Officer: write to hello@serkyem.com, call or WhatsApp +91 98327 37764, or post to the Grievance Officer, SERKYEM Tea & Café, 217/3 Kabiguru Sarani, Near Bakultala More, Rabindra Nagar Main Road, P.O. Rabindra Sarani, Siliguri - 734006, Dist. Darjeeling, West Bengal. We acknowledge complaints within 48 hours and aim to resolve them within 30 days.