We are committed to delivering your order hassle-free, in the best possible way and quickest possible time. The below policy details the modus operandi and responsibility on us during the course of normal business. For any specific query, please feel free to connect with us on our contact page at www.onoteas.com/contact or on our email ID: [email protected].
Applicability of the Policy
Provided that we have processed and received payment in full for the products, ownership of an item will pass to you once we have delivered the item to you (either directly, by leaving it in a safe place or with a neighbor). A record of the same is maintained by our logistics partner at all times and can be produced in the court of law or if necessary, on the request of a customer. When an item has been delivered, risk of damage to, or loss of, the item passes to you. If you are unavailable at the time of the delivery, it will, with your permission only, be given to a third-party (example, your neighbor). Please also note that the delivery address cannot change if you are unavailable when your order is being delivered. As a result of which the item will be delivered the next day. If 3 consecutive attempts have been made to deliver your order, the order will automatically be cancelled and a refund after deducting actual shipping cost will be processed to your account. This delivery policy shares information about the responsibility, payments and other terms and conditions during the delivery of the goods to you.
We deliver all over India. We have associations with multiple delivery partners across the Indian subcontinent which cater to more than 26,000 pin codes in the country. We strive to increase our deliverability at all times, thereby increasing our reach and ease for customers. As is the norm in the logistics industry, many delivery areas are sometimes removed from our reach from time to time. In scenarios where an order has been placed but the delivery cannot be made, we will connect with you with options to either cancel the delivery or take onus of the delivery and arrange for it to be sent from India Post registered mail service. Any additional delivery changes in such a scenario will be borne and intimated to you before actual schedule of the delivery. We currently do not ship outside India for commercial purposes. If you are interested in our product and require samples of our products to check response in your specific markets, we can arrange for a no-commercial value courier. The charges for the shipment will have to be borne by the requester. For specific delivery options, including international order delivery, please feel free to get in touch with us on our contact page (https.www.onoteas.com/contact) or write to us on [email protected]
We provide free shipping on a minimum order of INR 500. There will be a shipping charge of INR 500 on orders of INR 499 or below. Our prices are inclusive of GST and other taxes, as applicable. There are no hidden charges for delivery.
We take every possible effort to keep you posted on the delivery of your order on a real time basis. We will also try to share tracking details of the orders which have been shipped to you. This email may either come directly from us or from our delivery partners. You can use your tracking number to track your order on the carrier’s website. In case of any unusual delay, we will get in touch with you through your contact details that were shared while the order was being placed. While we take every effort to ensure smooth logistic operations, there may be hiccups from time to time. In such cases, we request the customer to connect with us for any queries on www.onoteas.com/contact or write to us on www.[email protected].com, where we will provide all possible support to resolve your concerns.
Time to Ship
During usual course of business, our delivery team members immediately get into action as soon as we receive an order and try to dispatch within 24 hours of order received or earlier. However, during time of high orders, such as during a campaign or a sale, the dispatch might get a little prolonged. Nonetheless, even in those scenarios, we will try to ensure that the product is dispatched within 48-72 hours of receipt. Post that, it is dependent on the logistics partner to ensure that the product is delivered on time. We share tracking details with you once the dispatch is made so that you can keep a track on your order. We ship throughout the week, except Sunday and public holidays.
Damage during transit
While we take every care to ensure that deliveries are protected to prevent damage in transit, we cannot guarantee that parcels being sent to remote areas will be completely undamaged. But in case of seal of the product is not intact, we follow a no questions asked replacement policy on submitting proof of damaged product. Please read the returns section of this policy to know more.
We do not accept returns unless the product is received in a damaged condition, seal is broken or past its expiry date. The onus of proving the same lies on the customer. It is recommended that you take a video of the product while opening the package, providing enough proof of product damage. In such cases, we will ensure that your package is replaced with a brand-new product at no additional cost. Please retain the original product and receipt at the time of return. For any queries, please feel free to reach us via contact us page or [email protected]. Please note that the working days are Monday-Friday 10 AM to 6 PM and do not include national holidays.