Refund policy
Refund, Return & Replacement Policy
Last Updated: 7 September 2026
At Lilac Sip, we carefully pack and dispatch every order to ensure that your tea reaches you in excellent condition. As our products are consumable food products, we follow a limited return and replacement policy to maintain product quality, hygiene and safety.
By placing an order through lilacsip.com, you agree to the terms below.
1. Cancellation of Orders
You may request cancellation of your order before it has been dispatched.
To request a cancellation, contact us as soon as possible with your order number.
Once an order has been dispatched, it cannot be cancelled through Lilac Sip.
If your cancellation request is approved before dispatch:
- For prepaid orders, the eligible refund will be processed to the original payment method.
- If the order has already entered the shipping/fulfilment process, cancellation may no longer be possible.
- Shipping or payment-processing charges, where actually incurred and non-refundable, may be excluded where legally permissible.
Please note: An order cannot be cancelled merely because the customer changes their mind after dispatch.
2. Returns
Due to the food/consumable nature of our herbal teas, we generally do not accept returns of opened, used or voluntarily returned tea products.
This policy is intended to protect the hygiene, quality and safety of products supplied to our customers.
However, this does not affect your rights under applicable consumer protection laws in cases where a product is defective, damaged, incorrect, deficient, spurious, materially different from its description, or otherwise eligible for a remedy under applicable law.
3. When Are You Eligible for a Replacement?
We will be happy to arrange a replacement when the issue is attributable to an error or problem with the order, including:
✓ Damaged product
If your package or tea pouch arrives visibly damaged, torn, leaking or otherwise compromised during transit.
✓ Wrong product received
If you receive a product different from the product you ordered.
✓ Missing product
If one or more products paid for in your order are missing from the package.
✓ Incorrect quantity
If the quantity received does not match the quantity mentioned in your order.
✓ Expired product
If you receive a product that is already past its stated expiry date.
✓ Product quality issue
If you receive a product with a genuine quality or packaging defect, please contact us immediately so that we can investigate and provide an appropriate resolution.
4. Time Limit for Reporting an Issue
For damaged, incorrect, missing or visibly defective products, please contact us within 48 hours of delivery.
This allows us to investigate shipping and packaging issues promptly.
Your request should include:
- Order number
- Name used for the order
- Clear photographs of the product received
- Photographs of the outer shipping package
- Photograph of the shipping label/invoice
- A short description of the issue
- Video of opening the package, if available
Important: Please do not throw away the product or packaging until your complaint has been reviewed.
Requests submitted after 48 hours may be difficult to verify and may not qualify for replacement, except where a different remedy is required under applicable law.
5. Unboxing Video
For damaged, missing or incorrect orders, we strongly recommend recording a continuous unboxing video showing:
- The sealed shipping package
- Shipping label
- Opening of the package
- Contents received
- Condition of the product
An unboxing video can significantly help us verify your claim and resolve the issue faster.
However, the absence of an unboxing video does not by itself remove any remedy that you may have under applicable law.
6. How to Request a Replacement
Send your request to:
Email: [YOUR CUSTOMER SUPPORT EMAIL]
Subject: Replacement Request – Order #[ORDER NUMBER]
Please include your order number, photographs/video and a brief explanation of the issue.
Our team will review the request and may ask for additional information if required.
Once approved, we will arrange a replacement of the affected product, subject to availability.
Lilac Sip will bear the replacement shipping cost when the replacement is approved due to an error or product issue attributable to us.
7. Refunds
Our first preference for an eligible product issue is replacement of the affected product.
Where replacement is not possible or where a refund is appropriate, Lilac Sip may issue a refund to the original payment method, subject to verification and applicable law.
Refunds may be applicable in situations such as:
- A product was paid for but cannot be supplied.
- A wrong/defective/damaged product cannot reasonably be replaced.
- An order was successfully cancelled before dispatch and a refund is due.
- A refund is otherwise required under applicable law.
Once approved, the refund will be initiated by Lilac Sip. The time taken for the amount to appear in your bank account, card or payment account may depend on your payment provider/bank.
8. Products Not Eligible for Voluntary Return
The following generally cannot be returned simply because the customer has changed their mind:
- Opened tea packages
- Used products
- Products where the seal has been broken
- Products returned without prior approval
- Products damaged after delivery due to improper handling or storage
- Products returned after being consumed
- Products purchased incorrectly by the customer
This restriction does not limit any statutory consumer rights that cannot legally be excluded.
9. Incorrect Delivery Address
Customers are responsible for providing an accurate and complete delivery address and contact details while placing an order.
If an order cannot be delivered because of an incorrect/incomplete address, unavailable recipient, refusal to accept the parcel, or other issue attributable to the customer, we may require the customer to bear applicable additional shipping or re-delivery costs.
If the shipment is returned to us, please contact customer support to discuss available options.
10. Delivery Delays
Delivery timelines provided on our website are estimates and may be affected by courier operations, weather, holidays, natural events, transportation disruptions or other circumstances beyond our reasonable control.
If an order is significantly delayed, please contact our customer support team so that we can investigate the shipment with the delivery partner.
Nothing in this section limits any consumer remedy applicable to a legally recognized late delivery. The Consumer Protection (E-Commerce) Rules address remedies in specified circumstances, including goods delivered late from the stated delivery schedule, subject to applicable exceptions.
11. Refunds for Promotional or Discounted Orders
Products purchased under a promotional offer, bundle or discount are subject to the same replacement protections for damaged, defective, incorrect or missing products.
A discount or promotional purchase does not remove rights available to a consumer under applicable law.
For voluntary cancellations or other situations where no refund is legally required, the applicable offer terms will apply.
12. Quality & Storage
Our teas are natural botanical products. Because they are made from dried flowers, minor variations in colour, size, shape and appearance may naturally occur between batches.
Such natural variation does not necessarily indicate a defect.
To maintain quality, store the product in a cool, dry place away from moisture, direct sunlight and excessive heat, and keep the package properly sealed after opening.
13. Our Commitment
We want every Lilac Sip customer to have a positive experience.
If something goes wrong with your order, please contact us rather than disposing of the product. We will review your concern fairly and work toward an appropriate resolution.
For support:
Lilac Sip
Website: lilacsip.com
Email: support.lilacsip@gmail.com
Business Address: Sector 21, Sanpada, Navi Mumbai, Maharashtra 400705