Refund policy

Thank you for choosing Vertus Tea.

If you have any concerns or issues with your order, please don't hesitate to reach out to our dedicated customer support team at sales@vertusagro.com. Our team is committed to providing you with prompt assistance to ensure your satisfaction with our products and services.

Order Cancellations: 

We understand that circumstances may change, and you may need to cancel your order. To do so, please initiate your cancellation request within 12 hours of placing your order or before it has been shipped, whichever occurs first. Unfortunately, once your order has been shipped, we are unable to cancel it as our service partners begin processing it immediately.

Replacements: 

We strive to ensure that your order reaches you in perfect condition. Please do not accept the parcel if you notice any tampering with the sealing tape. If you encounter any of the following issues, you may request a replacement:

  1. Damaged/Incorrect Product Received: In such cases, please provide us with a picture of the delivered order along with the invoice for our internal quality checks. We will review your request within 24 hours and send you a replacement if necessary.
  2. Item Missing from Order: If an item is missing from your order, attach an image of the invoice of the delivered parcel. We will review your ticket within 24 hours and send you a replacement if applicable.
  3. Expired Product Received: If you receive a product with an expiry date that is not within the specified timeframe, please provide a picture of the product showing the expiry date along with the invoice. We will review your request within 24 hours and send you a replacement if necessary.

Returns: 

We do not accept returns on any products for the following reasons:

  1. Environmental Responsibility: We are committed to reducing our carbon footprint, and returning products can contribute to unnecessary emissions.
  2. Freshness Assurance: Food and beverage products lose freshness during the return process, which may affect their quality.

Conditions Under Which Replacement/Cancellation Requests Will Not Be Accepted: 

Please note that there are specific conditions under which we cannot accept replacement or cancellation requests:

  1. Replacement requests initiated after 5 days from the date of delivery will not be accepted.
  2. Damage or missing product reports submitted after 5 days from the date of delivery will not be accepted.
  3. Cancellation requests generated after 4 hours of placing the order or after the order has been shipped, whichever occurs first, will not be accepted.
  4. Requests for the wrong product ordered by the customer cannot be processed.

At Vertus Tea, we are committed to delivering the highest quality products and excellent customer service. If you have any questions or require assistance, please do not hesitate to contact our dedicated customer support team at sales@vertusagro.com. Your satisfaction is our top priority.