Refund & Cancellation Policy

HIMALAYAN PINNACLE, an export tea brand operated by Primeaxis Exim Pvt. Limited, India, aims to provide customers with a reliable and transparent purchasing experience. This Refund & Cancellation Policy explains the circumstances under which an order may be cancelled or a refund may be issued.

Order Cancellation

Customers may request cancellation of an order before the order has been dispatched from our fulfilment centre.

Cancellation requests should be submitted as soon as possible by contacting us at help@himalayanpinnacle.in or through the enquiry form on our Contact Us page.

Once an order has been dispatched, cancellation requests will not be accepted and the order will not be eligible for a refund on the basis of cancellation.

For further information regarding dispatch and delivery, please refer to our Shipping & Delivery policy.

Refunds for Approved Cancellations

Where an order is successfully cancelled before dispatch, the applicable refund will be processed to the original payment method used for the order.

Damaged or Incorrect Orders

If an order is received in a damaged or broken condition or the customer receives an incorrect product, the customer should contact us at help@himalayanpinnacle.in within 24 hours of delivery.

For packages received in damaged or broken condition, please send us clear images of the damaged carton within 24 hours of delivery and mention the damage while acknowledging or accepting the delivery with the courier partner.

Customers should also ensure that the product is unused and in its original condition.

If you receive a defective product, please send us clear images of the carton and the product within 24 hours of delivery at help@himalayanpinnacle.in. Please also ensure that the product is unused and in its original condition.

Customers may be requested to provide relevant details, photographs or other information relating to the order and the condition of the product so that the matter can be reviewed.

Products acknowledged by Himalayan Pinnacle as damaged or defective will be arranged for reverse pickup by us. Once we receive the item at our facility, we will verify its condition and initiate the process of refund or replacement, as applicable.

Taste and Personal Preference

Tea is a personal experience, and individual preferences for taste and flavour can vary from person to person. Trying a new tea is part of discovering the flavours that best suit your own palate.

For this reason, we do not accept returns or issue refunds if a customer does not like the taste or flavour of the tea.

Non-Delivery or Delivery Issues

If an order has not been delivered within the expected delivery period, customers should contact us at help@himalayanpinnacle.in so that we can review the shipment status with the applicable courier or delivery service.

Delivery delays may occur due to customs clearance, public holidays, weather conditions, courier delays, regulatory requirements or other circumstances beyond our control.

Customs Duties, Taxes and Import Charges

Refunds do not include customs duties, import taxes, local taxes or other charges imposed by the destination country, unless otherwise required by applicable law.

Customers are responsible for complying with the import requirements of their destination country.

Refund Processing

Where a refund has been approved, it will generally be initiated through the original payment method.

All refunds will generally take 3–5 business days once processed, although the time taken for the refund to appear in the customer’s account may also depend on the payment gateway, card issuer, bank or other financial institution.

Contact Us

For questions regarding cancellations, refunds or order-related issues, please contact us at:

Email: help@himalayanpinnacle.in

You may also contact us through the enquiry form available on our Contact Us page.

Our team will be happy to assist with your enquiry.