Returns, Refunds & Cancellations

This policy applies to purchases made directly through heapwell.in, operated by Premium Lifestyles.

Tea and food products

For food safety and hygiene reasons, we do not accept change-of-mind returns or exchanges of matcha, tea or other food products.

However, please contact us if your order arrives damaged, tampered with, defective, expired, incorrect, or materially different from its description. These concerns remain eligible for assessment even if the product has been opened to discover the issue.

Accessories

You may request a change-of-mind return of an accessory within 10 days of delivery. The item must be unused, complete and in its original packaging.

Damage caused by misuse, accidental damage after delivery or normal wear and tear is not covered by this voluntary return policy. This does not affect your statutory rights.

Reporting an issue

Email info@heapwell.in or contact us on +91 7710058178 with your order number, a description of the issue and, where available, photographs of the product, packaging and batch details.

Please report visible damage or incorrect items promptly, preferably within 48 hours of delivery, and quality concerns as soon as discovered. This reporting preference does not limit your statutory rights.

An unboxing video is not mandatory. Please retain the product and packaging while we review your concern. Do not consume a product that appears unsafe or tampered with.

For eligible claims, we will arrange a refund or replacement, taking account of your preference and applicable consumer rights. A replacement is subject to availability; store credit is not compulsory.

These protections apply to discounted and sale items as well.

Returning an item

Contact us before sending a return so we can provide instructions and arrange collection where available.

For damaged, defective, incorrect or otherwise eligible problem orders, we will cover reasonable return shipping costs. If collection is unavailable, we will agree a return method and reimbursement with you.

For change-of-mind accessory returns, you pay return shipping. Any original delivery charge is non-refundable unless applicable law requires otherwise.

Authorised returns should be addressed to:

Premium Lifestyles
23B Dnyanada, Shastri Nagar, S.V. Road
Borivali West, Mumbai, Maharashtra 400092
India

Refunds

We will email you the outcome of your request and explain any rejection.

Approved refunds will be initiated within 7 business days to the original payment method. For cash-on-delivery orders, we will agree an appropriate bank-transfer or UPI refund method with you.

Your bank or payment provider may take additional time to credit the refund. Contact info@heapwell.in if you need help tracing it.

For an entirely incorrect, defective or undelivered order, the refund will include any original delivery charges paid. No return-shipping deduction will apply to an eligible product-fault claim.

Cancellations and delivery issues

Contact us promptly to request cancellation before dispatch. Orders successfully cancelled before dispatch receive a full refund without a cancellation fee.

If an order has already been dispatched, contact us for assistance. For non-delivery or delivery beyond the stated schedule, contact us to arrange the remedy available under applicable law. Statutory exceptions, including qualifying force majeure delays, may apply.

Your rights

Nothing in this policy excludes or limits rights available under applicable consumer protection law.