Shipping & Returns

Shipping & Returns

At HILRAS, we want every tea experience to begin with a smooth and reassuring shopping experience. From placing your order to receiving your favourite teas at your doorstep, we're committed to keeping the process simple and transparent.

Please read our shipping, delivery, cancellation and return guidelines below.

1. Shipping Policy

We aim to process and dispatch your orders as quickly as possible.

Order Processing

  • Orders are processed after successful payment confirmation.
  • Orders are generally dispatched within 1-2 business days.
  • Orders placed on Sundays or public holidays may be processed on the next working day.
  • You will receive an order confirmation once your purchase is successfully placed.

Shipping Charges

  • Applicable shipping charges, if any, will be displayed during checkout before payment.
  • Free shipping, promotional shipping offers or other delivery benefits will apply only where explicitly mentioned on the website.

2. Delivery Information

  • We deliver HILRAS products to serviceable locations across India.
  • Estimated delivery time: 2-7 business days, depending on the delivery location.
  • Delivery timelines are estimates and may vary due to location, courier operations, weather conditions, public holidays or unforeseen circumstances.
  • Customers are requested to provide accurate shipping addresses and contact details while placing an order.
  • Deliveries may be delayed if the address or contact information provided is incomplete or incorrect.

3. Order Tracking

Once your order has been dispatched, tracking details will be shared through the available communication channel, such as email, SMS or WhatsApp.

You can use the tracking information to follow your shipment and check its delivery status.

If you experience any difficulty tracking your order, please contact our customer support team.

4. Cancellation Policy

If you wish to cancel an order, please contact us as soon as possible.

  • Cancellation requests can be considered before the order is processed or dispatched.
  • Once an order has been dispatched, cancellation may no longer be possible.
  • Approved cancellations for prepaid orders will be refunded to the original payment method, subject to payment provider processing timelines.

5. Returns & Replacements

At HILRAS, we take care to pack and dispatch products in suitable condition.

As tea and food products are consumable items, returns are generally not accepted once the product has been opened, used or tampered with, except where required under applicable law.

However, if you receive an incorrect, damaged, defective or compromised product, please contact us so that we can review the issue.

Eligible Issues May Include:

  • Wrong product received.
  • Product damaged during transit.
  • Packaging received in a visibly damaged or compromised condition.
  • Missing items from your order.

How to Request Assistance

Please contact our customer support team within 12 hours of delivery and provide:

  1. Your order number.
  2. A description of the issue.
  3. Clear photographs or an unboxing video, where available.
  4. Any other information requested by our support team to verify the issue.

After reviewing your request, we will communicate the appropriate resolution, which may include a replacement or refund, depending on the circumstances.

Your statutory rights under applicable consumer protection laws remain unaffected.

6. Refund Policy

If a refund is approved:

  • Refunds for prepaid orders will generally be initiated to the original payment method.
  • The time taken for the amount to reflect in your account may depend on your bank or payment service provider.
  • Any applicable refund status or confirmation will be communicated to you.
  • For cash-on-delivery orders, the refund arrangement will be communicated by our support team.

7. Incorrect Address or Failed Delivery

Please ensure that your shipping address, PIN code and contact number are accurate before completing your purchase.

If a shipment is returned to us because of an incorrect address, repeated unsuccessful delivery attempts or failure to accept the delivery, please contact our support team to discuss the available options. Additional shipping charges may apply where applicable and legally permissible.

8. Need Help?

We're here to help make your HILRAS experience enjoyable.

For questions regarding orders, shipping, delivery, cancellations, returns or refunds, please contact us:

Brand: HILRAS

Website: https://hilras.in/

Email: 

Phone / WhatsApp: 

Customer Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST).

HILRAS — From Leaf to Life.

Every cup has a story. We're happy to be part of yours.