RETURN, CANCELLATION & REFUND POLICY

CANCELLATIONS

Customers may request cancellation of an order before the order is dispatched. Cancellation requests should be submitted as soon as possible after placing the order.

Once an order has been dispatched, cancellation may no longer be possible.

If an order is successfully cancelled before dispatch and a refund is applicable, the eligible amount will normally be refunded to the original payment method. The time taken for the refund to appear in the customer's account may depend on the payment gateway or bank.

If Alco Enterprises cancels an order because a product is unavailable, a technical error has occurred, or the order cannot reasonably be fulfilled, any payment collected for the cancelled order will be handled in accordance with the applicable refund process.

REPLACEMENTS

Because tea is a consumable food product, we generally do not accept returns of products that have been opened or used. However, an eligible product may be replaced when the issue is verified by our team.

To help us investigate the issue, customers may be asked to provide the order number, invoice and clear photographs of the product, packaging, shipping label and the issue being reported.

Replacement requests may be considered for the following situations:

• Damaged product received
• Incorrect product received
• Product or item missing from the order
• Product received with damaged or compromised packaging
• Expired or incorrectly labelled product received
• Another verified product-quality or fulfilment issue

If the claim is approved, Alco Enterprises may provide a replacement product or another appropriate resolution, depending on product availability and the circumstances of the case.

RETURNS

Due to the consumable nature of tea and food-safety considerations, we generally do not accept returns of opened, used or consumed tea products.

Products that are delivered correctly, are unopened and are not affected by an eligible issue may still be subject to the business's applicable return rules. Customers should contact us before sending any product back. Do not return a product without receiving instructions from our support team.

REFUNDS

Where a refund is approved under this policy, the refund will normally be processed using the original payment method or another suitable method.

Refund processing times may vary depending on the payment gateway, bank or financial institution. Alco Enterprises cannot control the exact time taken by a third-party payment provider to credit the refunded amount.

Shipping charges, payment processing charges or other non-refundable charges, where applicable, may be excluded from a refund where permitted by the applicable policy and law.

WRONG OR MISSING PRODUCT

Please provide the order number and photographs of the delivered package and products. After verification, we may arrange a replacement or other appropriate resolution.

DAMAGED PACKAGE OR PRODUCT

If your package appears damaged when delivered, please take photographs of the package before opening it, where reasonably possible.

If the tea product or its packaging is damaged after opening, contact us promptly with photographs and your order details. Our team will review the claim and determine the appropriate resolution.

EXPIRED OR QUALITY-RELATED ISSUES

If you receive a product that appears expired, incorrectly labelled, contaminated or otherwise unsafe, do not consume it. Contact Alco Enterprises immediately and provide photographs showing the relevant product information, batch details and date markings.

The product may be subject to verification before a replacement or refund is approved.

NON-ELIGIBLE CASES

A replacement or refund may not be available for issues caused by improper storage, misuse, normal product characteristics, customer preference, change of mind, or damage occurring after delivery due to circumstances outside Alco Enterprises' control.

Tea products that have been opened, consumed, mixed with other ingredients or otherwise used may generally not be eligible for return or replacement unless the issue relates to an eligible quality or fulfilment problem.

HOW TO REQUEST A REPLACEMENT OR REFUND

Please contact us with the following information:

• Order number
• Customer name and registered contact details
• Invoice or proof of purchase, where available
• Photographs / videos showing the issue clearly
• Photographs of the outer package and shipping label, where relevant
• A short description of the problem

POLICY CHANGES

Alco Enterprises may update this Return, Cancellation & Refund Policy from time to time to reflect changes in business practices, products, payment systems or applicable laws and regulations. The latest version will be published on the website.