Refund, Return & Replacement Policy
At THE REWA, we are committed to delivering premium-quality tea products to our customers. Due to the consumable nature of our products, we maintain strict quality and safety standards regarding returns, refunds, and replacements.
By placing an order on www.therewa.in, you agree to the terms outlined in this Refund, Return & Replacement Policy.
1. Eligibility for Refund, Return or Replacement
A refund, return, or replacement request may be considered only under the following circumstances:
- The product received is damaged during transit.
- The product received is defective.
- The customer receives an incorrect product.
- The product is missing from the delivered order.
All claims are subject to verification and approval by THE REWA.
2. Mandatory Unboxing Video Requirement
To protect both our customers and our business from fraudulent claims, customers must record a complete and uninterrupted unboxing video while opening the package.
The unboxing video is mandatory if:
- The corrugated shipping box appears torn, damaged, tampered with, or crushed.
- The customer suspects damage to the product.
- The wrong product has been delivered.
- Any item is missing from the package.
Claims submitted without sufficient evidence may not be eligible for refund, replacement, or return.
3. Claim Reporting Timeline
Customers must report any damaged, defective, incorrect, or missing product within 24 hours of delivery. Claims submitted after 24 hours from the delivery timestamp may not be accepted.
Customers may report issues by emailing:
Email: support@therewa.in
The claim should include:
- Order Number
- Customer Name
- Description of the issue
- Photographs of the package and product
- Complete unboxing video
4. Verification Process
Upon receiving a claim, THE REWA will review the submitted evidence and may conduct additional verification if required.
After successful verification, THE REWA may, at its sole discretion:
- Approve a replacement; or
- Approve a refund.
THE REWA reserves the right to reject claims that do not satisfy the verification requirements.
5. Non-Returnable Products
Due to food safety, hygiene, and quality-control reasons, the following products are not eligible for return, refund, or replacement:
- Opened tea packs
- Partially consumed products
- Products damaged after delivery
- Products stored improperly by the customer
- Products purchased during promotional clearance sales unless damaged in transit
6. Taste Preference Policy
Tea preference varies from person to person based on brewing method, water quality, milk ratio, sugar levels, and personal taste.
Therefore:
Products cannot be returned, refunded, or replaced solely because the customer did not like the taste, aroma, strength, color, or flavor profile of the tea.
7. Refund Processing
If a refund is approved:
- Refunds will be processed to the original payment method used during purchase.
- Refund processing may take approximately 5–7 business days depending on banking partners and payment processors.
- THE REWA shall not be responsible for delays caused by banks, payment gateways, or financial institutions.
8. Refund Processing
If a replacement is approved:
- THE REWA may arrange reverse pickup where service is available.
- In locations where reverse pickup is unavailable, customers may be requested to share additional evidence.
- Replacement products will be dispatched after claim approval.
9. Contact Information
For refund, return, or replacement requests, please contact:
Support Team – THE REWA
Email: support@therewa.in
Website: www.therewa.in
10. Policy Changes
THE REWA reserves the right to modify, update, or amend this Refund, Return & Replacement Policy at any time without prior notice. Updated versions will be published on the website and become effective immediately upon posting.