Effective Date: June 18, 2025
We aim to provide you with a premium tea experience. If you’re not satisfied with your purchase, our return policy ensures you have support.
1. Eligibility for Return
You may return your order under the following conditions:
- The product is unopened, unused, and in original packaging
- You contact us within 3 days of receiving the product
- You provide a valid reason along with proof (photo or video)
2. How to Request a Return
To initiate a return, contact us via:
- 📞 Phone: 01911899865
- 📧 Email: info@surmavalley.com
Please include your order number and the issue in your message.
3. Non-Returnable Items
We do not accept returns for:
- Opened or partially used tea packets
- Items damaged due to mishandling after delivery
- Products bought under clearance, flash sale, or offer conditions
4. Refunds
- After inspecting the returned item, we will process a refund within 7 working days.
- Refunds will be made to your original payment method or via mobile banking.
- Shipping charges are non-refundable unless the return is due to a product error on our part.
5. Replacement
- If you receive a defective, expired, or wrong item, we will replace it free of charge.
- Replacement requests must be made within 3 days of delivery.
6. Cancellation Policy
- You can cancel your order before it is shipped. Once dispatched, the order cannot be canceled.
- For prepaid orders, the refund will be initiated within 5 working days after cancellation.
If you have any questions regarding our policies, feel free to contact us:
📞 Phone: 01911899865
📧 Email: info@surmavalley.com
📍 Address: 371/2/B Ahmmadnagor, Mirpur-1, Dhaka-1216
🌐 Website: https://surmavalley.com