At Gotchaii, your satisfaction is our top priority. We take immense pride in sourcing and blending the highest quality chai for your enjoyment. Due to the perishable nature of our products (teas, spices, food items), and for reasons of public health and safety, our refund and return policy has specific guidelines.
- General Policy for Teas and Food Items:
- No Returns on Opened or Consumed Products: For the safety and well-being of all our customers, we cannot accept returns or offer refunds on any opened tea, spice, or other food products, nor on products that have been consumed. This is standard practice in the food industry to prevent contamination and ensure product integrity.
- Quality Assurance: We thoroughly inspect all products before shipment. If you believe there is a quality issue with your unopened product (e.g., damaged packaging, incorrect item received, or a defect not related to personal preference), please contact us immediately.
- Eligible for Refund/Exchange (Unopened & Specific Issues):
We will gladly offer a refund or exchange under the following circumstances:
- Damaged in Transit: If your order arrives damaged during shipping (e.g., broken packaging, crushed tin).
- Action: Please contact us within [e.g., 48 hours / 3 business days] of receiving your order. We will require clear photographic evidence of the damaged product and packaging. We may arrange for a replacement or a full refund.
- Incorrect Item Received: If you received a product that is different from what you ordered.
- Action: Please contact us within [e.g., 48 hours / 3 business days] of receiving your order. We will verify the error and arrange for the correct item to be sent to you, or offer a full refund. We may provide a pre-paid shipping label for the return of the incorrect item.
- Missing Items: If an item is missing from your order.
- Action: Please contact us within [e.g., 48 hours / 3 business days] of receiving your order. We will verify the missing item and arrange for it to be shipped to you.
- Action: Please contact us within [e.g., 48 hours / 3 business days] of receiving your order. We will verify the missing item and arrange for it to be shipped to you.
- Non-Food Items (e.g., Teaware, Accessories):
- For non-food items such as teaware, infusers, or accessories, we may offer returns or exchanges within [e.g., 14 days / 30 days] of purchase, provided the item is unused, in its original packaging, and in saleable condition.
- Proof of Purchase: A receipt or proof of purchase is required for all returns or exchanges.
- Return Shipping: Customers are responsible for return shipping costs for non-food items, unless the item is defective or an error was made on our part.
- Restocking Fee: A restocking fee of [e.g., 10-25%] may apply to returns of non-food items that are not defective.
- How to Initiate a Refund or Exchange:
To request a refund or exchange, please follow these steps:
- Contact Us: Send an email to help@gotchaii.com with your order number in the subject line.
- Provide Details: In your email, clearly describe the issue, including photos if the item is damaged or incorrect.
- Await Authorization: Our customer service team will review your request and provide instructions for return or resolution. Please do not send any items back without prior authorization.
- Refund Process:
- Once your eligible return is received and inspected (if applicable), we will send you an email notification.
- If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within [e.g., 5-10 business days]. Please note that it may take additional time for your bank or credit card company to post the refund.
- Shipping costs are generally non-refundable unless the return is due to our error (e.g., wrong item, damaged in transit).
- Exceptions & Important Notes:
- Taste Preference: We understand that taste is subjective. We do not offer refunds or exchanges based solely on personal taste preference for tea or food items. We encourage customers to try smaller sizes or sample packs if available before committing to larger quantities.
- Sale Items: Only regular-priced items may be refunded; sale items are typically final sale unless defective.
- Order Cancellation: If you wish to cancel an order, please contact us immediately. Orders can only be canceled if they have not yet been processed for shipment. Once an order has shipped, it is subject to the return policy.
- Fraud Prevention: We reserve the right to refuse a refund or exchange if we suspect fraudulent activity or abuse of our return policy.
Contact Us:
If you have any questions or concerns about our Refund & Return Policy, please contact us at:
Email: help@gotchaii.com
Phone: +1-916-350-1264
