Refund policy

Return & Refund Policy

Last Updated: August 2026

At Al-Ahad Chai, we want you to be happy with every purchase. Because our products are food and herbal beverage products, we have specific rules regarding returns and refunds to protect product quality, safety, and hygiene.

1. Eligible Returns

We accept returns only when:

  • You received the wrong product.

  • Your order arrived damaged.

  • The product arrived with a manufacturing or packaging defect.

  • The product is materially different from what you ordered.

For eligible issues, please contact us within 48 hours of delivery.

2. Food & Herbal Products

For health, safety, and hygiene reasons, we generally cannot accept returns of opened, used, or consumed tea products unless the product was defective, damaged, contaminated, or incorrectly supplied.

Please do not return a product without contacting us first.

3. Damaged Orders

If your package arrives damaged:

  1. Take clear photographs of the packaging and product.

  2. Contact us within 48 hours of delivery.

  3. Include your order number and photographs.

  4. We will review the claim and determine whether a replacement or refund is appropriate.

4. Wrong Product

If we accidentally send you the wrong product, please contact us within 48 hours.

After verification, we may provide:

  • A replacement with the correct product; or

  • A refund for the affected item.

Where appropriate, we will provide instructions regarding the incorrectly supplied product.

5. Refunds

Once your refund is approved, we will process it to the original payment method where possible.

The time required for the funds to appear in your account may depend on your bank, card provider, payment processor, or other payment service.

Shipping fees may not be refundable unless the return is due to an error on our part or the product arrived damaged or defective.

6. Non-Refundable Situations

Refunds may not be available when:

  • You simply change your mind after receiving the product.

  • The product has been opened or consumed.

  • The product was improperly stored after delivery.

  • The product was damaged after delivery due to customer handling.

  • An incorrect delivery address was provided by the customer.

  • The customer refuses or fails to receive the shipment without a valid reason.

7. Order Cancellation

If you need to cancel an order, contact us as soon as possible.

We cannot guarantee cancellation once an order has been processed, packed, or shipped.

8. How to Request a Refund or Return

Contact us with:

  • Your full name

  • Order number

  • Product name

  • Description of the issue

  • Photographs, where applicable

  • Your preferred resolution

Email: alahadchai@gmail.com
Phone/WhatsApp: +256 703 994 342

We will review your request and respond as soon as reasonably possible.

9. Our Commitment

We stand behind the quality of Al-Ahad Chai and want every customer to have a positive experience.

If something goes wrong with your order, please contact us before opening a dispute with your payment provider so that we have an opportunity to resolve the issue directly.