Refund policy

At Mezan Tea (Private) Ltd, we take pride in delivering premium-quality tea products. As our products are consumable, due to the nature of food and beverage products, returns and refunds are subject to health, safety, and hygiene considerations.

Eligibility Window

Return or refund requests must be submitted within 7 calendar days from the date of delivery.

Condition of the Product

To qualify for a return or refund, the product must be:

  • Unopened and factory sealed. 

  • In its original packaging and saleable condition. 

  • Free from any signs of tampering, damage, or use. 

For health and hygiene reasons, we are unable to accept returns or issue refunds for products that have been opened, unsealed, or partially consumed.

Damaged, Defective or Incorrect Orders

If you receive a product that is damaged during transit, defective, expired, or different from what you ordered, please contact our Customer Support team within 48 hours of delivery at customersupport@mezangrp.com.

To facilitate our review, please provide:

  • Your Order Number. 

  • Photographs of the damaged shipping carton and product. 

  • A brief description of the issue. 

Upon verification, Mezan Tea (Private) Ltd. reserves the right to approve or decline the claim. If approved, we will, at our discretion:

  • Arrange for pick up at our cost. 

  • Process a full refund. 

Returns Due to Change of Mind

If you wish to return a product due to a change of mind or any reason not attributable to a product defect or order error, you may request a return subject to approval by Mezan tea (Private) limited.

In such cases:

  • The customer shall bear the cost of returning the product to the address provided.

  • The product must fulfill the return and refund criteria mentioned above Refunds or exchanges will be processed only after the returned product has been received and inspected. 

  • The customer remains responsible for the product until it is received at our warehouse.

  • Refunds or exchanges will be processed only after the returned product has been received and inspected. 

Refund Processing

Once the returned product has been received and inspected, approved refunds will be processed as follows:

  • Credit/Debit Card Payments: Refunds will be initiated to the original payment method. The actual credit to your account will be subject to your bank's standard processing time. 

  • Cash on Delivery (COD): Refunds will be credited to the Customer Wallet on our website within 10–12 business days after approval. 

Items Not Eligible for Return or Refund

The following products are not eligible for return or refund:

  • Opened Food & Beverage Products: Tea product that has been opened, unsealed, used, or consumed after delivery cannot be returned due to health, safety, and hygiene regulations. 

  • Products Mixed with Other Items: Products that have been mixed or combined with other items after delivery and cannot be returned in their original condition. 

Return Address 

QC Manager
Mezan Tea (Private) Ltd
A-22, SITE Industrial Area, Karachi, Pakistan


Exchange Policy

If you wish to exchange your purchase for another product variant, we will be pleased to assist, provided the product remains unopened and in its original condition.

Exchange Request Timeline

Exchange requests must be submitted within 7 calendar days of receiving your order.

Product Condition

Products eligible for exchange must be:

  • Factory sealed. 

  • Unopened. 

  • In their original packaging. 

  • In a saleable condition

Exchange Procedure

A. Exchange Due to Change of Mind

1. Contact our Customer Support team at customersupport@mezangrp.com specifying the product you wish to exchange.

2. Once approved, you will ship the product to our warehouse address mentioned below.

3. The customer shall bear the cost of return shipping.

4. If the replacement product is priced higher, the customer must pay the price difference before dispatch. If it is of lower value, the difference will be credited to the customer's Mezan Tea Wallet (where applicable).

5. Customers are responsible for the safe return of products until they are received at our warehouse. Mezan Tea shall not be responsible for products lost or damaged during return transit.

6. The replacement product will be dispatched after the original product has been received, inspected, and approved.

B. Exchange Due to Incorrect, Damaged, Defective or Expired Products

1. Contact our Customer Support team at customersupport@mezangrp.com  and provide your Order Number, photographs of the product/shipping carton, and a brief description of the issue.

2. Upon verification and approval, Mezan Tea (Private) Ltd will arrange the pickup of the product at no cost to the customer.

3. All return and replacement shipping costs will be borne by Mezan Tea (Private) Ltd.

4. If the replacement product is priced higher, the customer must pay the price difference before dispatch. If it is of lower value, the difference will be credited to the customer's Mezan Tea Wallet (where applicable).

5. The replacement product will be dispatched after the returned product has been received, inspected, and approved.

Return Address for Exchange

QC Manager
Mezan Tea (Private) Ltd.
A-22, SITE Industrial Area, Karachi, Pakistan


3. Cancellation Policy

We strive to process and dispatch all orders promptly to ensure timely delivery.

Before Order Dispatch

Orders may be cancelled without any cancellation charges before they have been dispatched from our warehouse.

To request cancellation, please:

  • Email us at customersupport@mezangrp.com

  • For prepaid orders made through online payment channels, approved cancellations will be refunded to the original payment method. The time required for the refund to reflect in your account will depend on your bank's processing timelines.

After Order Dispatch

Once an order has been handed over to our courier partner and a shipment tracking number has been generated, the order cannot be canceled.

If you no longer wish to keep the order, you may accept delivery and submit a return request in accordance with our Return & Refund Policy, provided the product remains unopened and eligible for return.

Cash on Delivery (COD) Orders

Customers are requested to honour all confirmed COD orders.

Repeated refusal to accept COD deliveries without prior communication may result in the suspension or withdrawal of Cash on Delivery privileges for future orders at the sole discretion of Mezan Tea (Private) Ltd. 

Right to accept or reject

Mezan Tea (Private) Ltd. reserves the right to reject any return, exchange, or refund request that does not comply with the above policy or where there is reasonable evidence of misuse, tampering, fraud, or non-compliance with the stated return conditions.