Replacement, Refund & Cancellation Policy

Last updated: 10th March, 2026

At Istora, we take great care in sourcing, packing, and delivering our teas. As our products fall under consumable food items, our policies are structured to ensure fairness, safety, and regulatory compliance.

1. Returns & Exchanges

Due to the nature of tea as a food product and in accordance with applicable food safety regulations (FSSAI), teas purchased from Istora are not eligible for return or exchange once delivered.

However, we do offer replacements or refunds in specific, valid cases outlined below. Please initiate replacement requests within 48 hours of delivery with the reason explicitly stated in the email. Your feedback truly helps us understand what went wrong and improve our processes. 

2. Replacement Policy

A replacement may be issued in the following situations:

  • The product was damaged during transit
  • There is a manufacturing or packaging defect
  • An incorrect item was delivered
  • An item is missing from the order

Conditions for Replacement:

  • Replacement requests must be raised within 48 hours of delivery by writing to our Customer Support team at care@istoratea.com.
  • To help us review the issue, we may ask for clear photographs and/or an unboxing video. Please include a clear picture of the delivered order when reaching out.
  • Products must not be used or consumed. 
  • Please do not return any product unless explicitly instructed by our team.
  • Items sent back without prior confirmation will not be accepted or processed.
  • Once approved, we will share instructions for the return shipment and arrange the replacement at no additional cost, as applicable.

3. Refund Policy

Refunds are applicable only in cases of product unavailability, service-related issues, or special circumstances. Refunds may be issued in the following scenarios:

  • An order is confirmed but cannot be shipped within a reasonable timeframe.
  • The product is unavailable due to operational constraints or shipping limitations.
  • The delivery address falls outside our serviceable courier zones.
  • The order is cancelled by Istora (refer to Section 6).

Refund Conditions:

  • Refunds arising from the scenarios listed above will be automatically initiated.
  • For any special circumstances, customers are requested to write to us at care@istoratea.com within 48 hours of delivery. Requests received after this timeframe, or without the required details, may not be eligible for processing.
  • All special circumstance refund requests are subject to internal verification and approval.
  • Our Customer Support team will notify you once the refund request has been approved.
  • Approved refunds will be processed to the original mode of payment. Refunds will not be issued in cash or via alternate payment methods.
  • Refunds are typically completed within 7 business days from the date of approval.
    If you do not receive your refund within this timeframe, please contact us at care@istoratea.com.

4. Quality Concerns

We ensure freshness and quality at every stage. If you believe a product is unfit for consumption or does not meet quality expectations, please contact us within 48 hours of delivery with details of your concern.

All requests for replacements or refunds are reviewed on a case-by-case basis. Istora reserves the right to make the final determination regarding eligibility and resolution.

5. Order Cancellation (By Customer)

  • Orders may be cancelled within 3 hours of placing the order or before your order has been processed, whichever happens first.
  • Cancellation requests must be sent via email to care@istoratea.com with the Order Number clearly mentioned.
  • Once an order has been processed or dispatched, it cannot be cancelled.

6. Order Cancellation (By Istora)

Istora reserves the right to cancel an order under circumstances including but not limited to:

  • Incorrect pricing or technical errors
  • Stock unavailability
  • Quality control issues
  • Unforeseen operational constraints

In such cases, a 100% refund will be issued to the original payment method.

7. Non-Delivery Due to Customer Error

If delivery fails due to reasons such as:

  • Incorrect or incomplete address
  • Recipient unavailable
  • Repeated failed delivery attempts

Any additional re-delivery or re-shipping costs will be borne by the customer. Refunds will not be issued in such cases.

8. How to Reach Us

We understand that issues can occasionally arise, and we’re committed to resolving them fairly and transparently.

For any concerns related to refunds, replacements, or cancellations, please contact us at: 
📧care@istoratea.com

Our team will be happy to guide you through the process.