Dilmah Ceylon Tea Company PLC — shop.dilmahtea.com

Our Commitment to You

At Dilmah, every tea we send is packed with care and despatched fresh from Sri Lanka. We take great pride in the quality of our products and we want every customer to be completely satisfied with their purchase.

If something is not right with your order, we are here to make it right. This policy explains when and how you can return a product, what you can expect from the refund process, and your rights as a customer — wherever in the world you are shopping from.

1. 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 — or in the case of a fault, must not have been largely consumed (no more than two servings used).
• You must contact us at orders@dilmahtea.com before sending anything back. We will issue a Return Authorisation — items sent back without prior approval may not be accepted.
• The product must be securely repackaged to prevent damage in transit.

2. 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

• Products where more than two servings have been consumed
• Change-of-mind returns (e.g. preferring a different flavour)
• Products returned after 14 days from delivery
• Products not purchased directly from shop.dilmahtea.com
• E-Gift Cards (non-refundable)
• Products damaged by improper storage or handling by the customer
• Items returned without prior authorisation from Dilmah

3. How to Initiate a Return — Step by Step

1. Contact Us
   Email orders@dilmahtea.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 Authorisation
   Our team will review your request and respond within 2–3 business days. If approved, we will send you a Return Authorisation (RA) number and the return address. Do not send items before receiving this authorisation.
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.

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

Partial Refunds

• The product has been partially consumed (up to two servings) and a quality defect is confirmed
• The returned item is received in a condition different from how it was approved for return
• Only part of an order is returned

5. Damaged, Defective, or Incorrect Orders

Damaged in Transit

• Do not discard the packaging - retain it for evidence.
• Take clear photographs of the outer packaging and the damaged product(s).
• Email orders@dilmahtea.com within 14 days of delivery with the subject 'Damaged Order', your order number, and the photos.
• We will raise a claim with our courier and arrange a replacement or full refund as appropriate.

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 orders@dilmahtea.com within 14 days. We will arrange collection of the incorrect item (at our cost) and despatch the correct item as quickly as possible, or issue a full refund if the correct item is unavailable.

6. Return Shipping Costs

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

8. 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 Dilmah and will be deducted from your refund where applicable.

Orders Refused or Undeliverable at Customs

• Any customs fees or duties paid by Dilmah 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 despatched 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.

9. Your Statutory Rights

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

10. Frequently Asked Questions

Can I return a tea if I simply do not like the taste?

Unfortunately, we are unable to accept returns on the basis of personal preference.

What if my package was opened by customs before delivery?

Please document this with photographs and contact us within 14 days of delivery.

I ordered the wrong item — can I exchange it?

Yes, provided the item is unopened and you contact us within 14 days of delivery.

How long until I see my refund?

Typically 7–10 business days after approval.

What if I used a discount code?

Refunds reflect the amount paid.

Can I return a gift?

Please contact us with the original order details.

11. Contact Us

Email: orders@dilmahtea.com

Response time: Within 2–3 business days

Address: Dilmah Ceylon Tea Company PLC, No. 111, Negombo Road, Peliyagoda, Sri Lanka

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