Refund policy

Return & Refund Policy

Last updated: August 26, 2026

Thank you for shopping with Ceylon Spice Garden.

We want customers to receive exactly what they ordered and to have a clear process for resolving any problem. This policy explains our rules for returns, refunds, damaged or incorrect items, quality concerns, products claimed to be materially different from their description, cancellations, and international orders.

This policy applies to purchases made through ceylonspicegarden.com.

Nothing in this policy limits any consumer right that cannot legally be excluded or restricted.

1. 30-Day Voluntary Return Window

For eligible products, we offer a 30-day voluntary return period from the date of delivery.

A voluntary return is a return requested because you changed your mind, ordered the wrong product, no longer want the product, or have another reason that is not related to a defect, damage, incorrect item, or material difference from the product description.

To qualify for a voluntary return, the product must be:

  • Unopened

  • Unused

  • Unconsumed

  • In its original sealed packaging

  • In substantially the same condition in which it was received

  • Free from signs of tampering, contamination, misuse, or damage after delivery

Proof of purchase or sufficient information for us to identify the order may be required.

Because we sell food, spices, teas, herbs, flowers, botanicals, powders, and other consumable products, products that have been opened or unsealed are generally not eligible for a change-of-mind return for health, hygiene, food-safety, and product-integrity reasons.

This does not prevent a customer from making a legitimate claim concerning a damaged, defective, incorrect, contaminated, or materially not-as-described product.

2. Opened Consumable Products

Opened or unsealed food, spices, teas, herbs, botanicals, flowers, powders, and other consumable products generally cannot be returned simply because:

  • You changed your mind

  • You no longer want the product

  • You ordered the wrong size or variety

  • You prefer another brand or product

  • You personally dislike the taste, aroma, texture, color, strength, or appearance

However, opening a product does not automatically disqualify a customer from receiving a remedy when opening the product was reasonably necessary to discover an alleged defect or material difference.

If you believe an opened product is defective, contaminated, incorrect, or materially different from what was advertised, please follow the Product Quality and Not-As-Described Claims procedure below.

3. Product Quality and Not-As-Described Claims

If you believe the product you received is:

  • Defective

  • Contaminated

  • Incorrect

  • Damaged

  • Materially different from the product description shown at the time of purchase

  • A different botanical species, grade, variety, form, or origin from what was specifically represented

  • Otherwise materially inconsistent with an objective specification expressly stated on the product listing

please contact us at support@ceylonspicegarden.com.

Please contact us as soon as reasonably possible after discovering the issue. For faster investigation, we recommend contacting us within 30 days of delivery.

This 30-day request period is part of our customer-service process and does not reduce any longer mandatory rights you may have under applicable consumer law.

Please provide, where reasonably available:

  • Your order number

  • The product involved

  • A clear description of the problem

  • Photographs of the product

  • Photographs of the outer and inner packaging

  • Photographs of the product label

  • The batch or lot number shown on the packaging, if applicable

  • Photographs showing damage, contamination, incorrect contents, or other visible concerns

  • Any other information reasonably necessary to understand the claim

Please retain the remaining product and its packaging while we investigate.

Depending on the circumstances, we may request additional photographs, information, batch details, or return of the remaining product.

If a return is reasonably required for investigation of an approved quality claim, we will provide return instructions and, where appropriate, cover reasonable return shipping costs.

4. How We Assess a Not-As-Described Claim

A product will be assessed against the information and objective specifications presented on our website at the time the order was placed.

This can include representations concerning:

  • Product name

  • Botanical species

  • Product form

  • Cinnamon grade or raw material

  • Country of origin

  • Weight or quantity

  • Ingredients

  • Certifications

  • Batch information

  • Laboratory testing

  • Processing method

  • Other objective product specifications expressly stated on the applicable product listing

A genuine material difference between the product supplied and an objective specification we expressly advertised may qualify for a remedy.

A customer's personal expectation that was not represented or promised on the product listing does not, by itself, mean that a product is materially not as described.

5. Natural Variation in Agricultural Products

Many Ceylon Spice Garden products are natural agricultural products.

Natural products can vary between crops, harvests, farms, seasons, batches, and individual pieces.

Reasonable natural variation may occur in characteristics including:

  • Color

  • Shade

  • Aroma

  • Flavor intensity

  • Texture

  • Shape

  • Flower or leaf appearance

  • Quill appearance

  • Size

  • Natural markings

  • Moisture level within the stated or acceptable specification

  • Powder color

  • Grind appearance

Reasonable natural variation by itself is not considered a defect or material misdescription when the product otherwise matches the product identity and objective specifications represented at the time of purchase.

This provision does not permit Ceylon Spice Garden to substitute a materially different species, grade, product, ingredient, or other objectively advertised characteristic.

6. Taste, Aroma, Strength, and Personal Preference

Taste, aroma, and sensory perception vary between individuals.

Unless a product objectively fails to match a specification we expressly advertised, the following are generally considered matters of personal preference rather than defects:

  • Preferring a stronger or weaker aroma

  • Preferring a stronger or milder taste

  • Disliking the flavor

  • Preferring another brand

  • Preferring another harvest or batch

  • Expecting a particular sensory characteristic that was not specifically guaranteed on the product listing

This section does not apply where the sensory difference results from a genuine defect, contamination, spoilage, incorrect product, or material difference from an express product specification.

7. Damaged Products

Please inspect your package after delivery.

If a product arrives damaged, please contact support@ceylonspicegarden.com as soon as reasonably possible.

Where available, please provide photographs showing:

  • The shipping package

  • Shipping label

  • Internal packaging

  • Damaged product

  • Product label

If we confirm that an item was damaged before or during delivery, we will provide an appropriate remedy at no additional product cost to you.

Depending on the circumstances, this may include:

  • Replacement

  • Reshipment

  • Partial refund

  • Full refund

8. Incorrect Products

If we send a product that is different from the product or variant shown on your order confirmation, please contact us.

Please provide your order number and, where reasonably available, photographs of the item and label you received.

If we confirm that the wrong item was supplied, we will correct the error at no additional product or return-shipping cost to you.

Depending on the circumstances, we may:

  • Send the correct product

  • Provide a replacement

  • Provide a refund

  • Provide another remedy agreed with you

9. Missing Items

If an item listed in your order is missing from the parcel, please contact us as soon as reasonably possible.

Please provide your order number and details of the missing item.

We may review packing records, package weight, fulfillment records, photographs, postal records, or other relevant information.

If we confirm that an item was omitted from your shipment, we will provide an appropriate remedy, which may include reshipment or refund.

10. Resolution of Valid Quality Claims

If, after reviewing the available information, we determine that a product was:

  • Defective

  • Damaged

  • Incorrect

  • Contaminated

  • Materially not as described

  • Otherwise affected by an error for which Ceylon Spice Garden is responsible

we will provide an appropriate remedy.

Depending on the circumstances and applicable law, the remedy may include:

  • Replacement

  • Reshipment

  • Partial refund

  • Price reduction

  • Full refund

  • Another mutually agreed solution

The appropriate remedy may depend on the nature and seriousness of the problem, product condition, available stock, applicable consumer law, and whether the problem can reasonably be corrected by replacement.

11. How to Request a Return

Email:

support@ceylonspicegarden.com

Please include:

  • Your order number

  • Product you wish to return

  • Reason for the return

  • Relevant photographs where applicable

Please contact us before mailing a return so we can provide the correct return address and instructions.

Sending a product without contacting us first may delay processing and may create avoidable shipping or customs costs.

Nothing in this section removes a customer's mandatory statutory rights where applicable.

12. Return Shipping Costs

Change-of-Mind Returns

For voluntary change-of-mind returns, the customer is responsible for return shipping costs unless:

  • Ceylon Spice Garden expressly agrees to cover them, or

  • Applicable law requires otherwise

We strongly recommend using a trackable postal or courier service.

Our Error or Valid Product Problem

If we confirm that a product is damaged, defective, incorrect, contaminated, or materially not as described and a physical return is reasonably required, Ceylon Spice Garden will cover reasonable approved return shipping costs.

Please follow the return instructions we provide before sending the product.

We cannot guarantee reimbursement of unusually expensive, expedited, or unauthorized return methods selected without our approval where a reasonable lower-cost return method was available.

13. Original Shipping Charges

For ordinary change-of-mind returns, original shipping charges and optional expedited shipping upgrades are generally non-refundable except where applicable law requires otherwise.

If the return results from our error or a valid claim that the entire order was defective, incorrect, damaged, or materially not as described, applicable original shipping charges will be handled as required by law and according to the circumstances of the claim.

If a customer selected an expedited, express, priority, or upgraded shipping service, any amount charged above the standard delivery option may be non-refundable where permitted by law.

14. Refund Processing

When a returned product is required, we will process the return after it is received and inspected.

We will notify you whether the refund has been approved and of any issue affecting the refund.

Approved refunds will normally be issued to the original payment method.

After we issue a refund, processing time by your bank, card issuer, PayPal, Shop Pay, Apple Pay, Google Pay, or other payment provider is outside our control.

Where mandatory law requires a different refund deadline or procedure, the applicable legal requirement will apply.

15. Partial Refunds

A partial refund or price reduction may be appropriate where:

  • Only part of an order is affected

  • Only some quantity is missing or damaged

  • The customer accepts a partial remedy

  • Applicable consumer law allows a price reduction as an appropriate remedy

We will not impose a partial refund as a substitute for a full remedy where applicable law requires a full refund.

16. Non-Returnable Products

The following products are generally not eligible for voluntary change-of-mind returns:

  • Opened food products

  • Opened spices

  • Opened teas

  • Opened herbs

  • Opened flowers or botanical products

  • Opened powders

  • Opened oils or other consumable products

  • Products with broken safety or hygiene seals

  • Used products

  • Products contaminated or damaged after delivery by the customer

  • Custom-made or personalized products

  • Gift cards

  • Products expressly identified as final sale, to the extent permitted by law

Being listed in this section does not remove any rights a customer may have if the product is defective, damaged, incorrect, contaminated, materially not as described, or otherwise protected by mandatory consumer law.

17. Final-Sale and Promotional Products

A product marked final sale may be excluded from voluntary change-of-mind returns where permitted by law.

A final-sale designation does not eliminate mandatory rights relating to defective, unsafe, incorrect, or materially misdescribed goods.

Products purchased with a discount code or during a promotion are not automatically final sale unless the offer specifically states this.

18. Exchanges

We generally do not offer direct exchanges for change-of-mind purchases.

For an eligible unopened product, you may request a return and place a new order for the preferred product.

If we supplied the wrong item or a valid product problem exists, we may offer replacement rather than requiring a new purchase.

19. Order Cancellations and Changes

If you need to cancel or modify an order, contact:

support@ceylonspicegarden.com

as soon as possible.

We can generally cancel or modify an order only before it has been dispatched or handed to the shipping carrier.

Once the order has been dispatched, we may not be able to recall or modify the shipment. The applicable return process must then be followed.

Sending a cancellation request does not guarantee cancellation if the order has already been dispatched.

20. Refused and Unclaimed Deliveries

Customers should provide an accurate and complete shipping address and should monitor any carrier or customs notifications relating to their shipment.

If a parcel is returned to us because it was:

  • Refused by the recipient

  • Unclaimed

  • Undeliverable because of an incorrect address supplied by the customer

  • Not collected from the carrier or postal service

  • Returned because the recipient did not complete a required customs or delivery action

we will review the order after the parcel is returned to us.

Any refund will depend on:

  • Condition of the returned products

  • Whether they can legally and safely be accepted back

  • Original and return shipping costs

  • Customs or carrier charges

  • Applicable law

Where permitted by law and where the problem was not caused by Ceylon Spice Garden, non-refundable shipping, return, customs, or carrier costs may be deducted from any amount otherwise refundable.

This section does not apply where the failure of delivery resulted from our error.

21. International Orders and Customs

Ceylon Spice Garden ships internationally from Sri Lanka.

Import rules vary by country and can change.

Unless expressly stated otherwise at checkout, customers are responsible for:

  • Providing an accurate delivery address

  • Providing requested customs information

  • Responding to carrier or customs communications

  • Import duties

  • Import taxes

  • Brokerage or customs clearance charges imposed by the destination country

Customers should determine whether a product may legally be imported into their destination before ordering.

However, nothing in this section removes responsibility from Ceylon Spice Garden for accurately describing the product or preparing required shipping documentation that we have expressly agreed or are legally required to provide.

If a shipment is rejected, confiscated, returned, or destroyed by customs, we will review the circumstances individually, including whether the issue resulted from:

  • A restriction in the destination country

  • Failure by the customer to complete required customs procedures

  • Incorrect information provided by the customer

  • An error by Ceylon Spice Garden

  • An error by the carrier

  • Another cause

Any refund or replacement will be determined according to the circumstances and applicable law.

22. Delivery Delays

International postal and courier delivery times are estimates unless we expressly guarantee a particular delivery date.

Customs inspections, carrier delays, weather, public holidays, security inspections, and other events outside our reasonable control can affect delivery time.

A delivery delay by itself does not mean that the product is defective or not as described.

This does not affect any statutory rights relating to excessively delayed or undelivered orders.

23. Product Information and Listing Accuracy

We make reasonable efforts to ensure that product descriptions, photographs, specifications, weights, botanical names, grades, ingredients, origins, and other material information are accurate.

The product will be assessed according to the product listing and representations applicable when the order was placed.

Where a listing specifically represents a particular:

  • Botanical species

  • Cinnamon grade

  • Raw material

  • Product form

  • Certification

  • Country of origin

  • Batch

  • Test result

  • Laboratory analysis

  • Ingredient

  • Processing method

we will not treat a materially different product as equivalent merely because it is similar.

If we discover a material listing error affecting an order, we will contact the customer and provide an appropriate resolution.

24. Photographs and Website Displays

We aim to display our products accurately.

Because products are natural and computer and mobile displays vary, minor differences in color or appearance between photographs and the physical product can occur.

Website photographs may represent a typical product rather than the exact individual agricultural item you will receive unless the listing expressly states otherwise.

Such reasonable differences do not permit substitution of a materially different product, species, grade, form, or other expressly stated specification.

25. Laboratory Reports, Certificates, and Batch Claims

Where a product listing expressly states that a particular laboratory report, Certificate of Analysis, certification, or test applies to the product or batch being sold, we will assess any related claim against the representation made at the time of purchase.

A laboratory report or certificate applicable to one batch should not be assumed to apply to another batch unless we expressly state that it does.

Customers requiring batch-specific documentation for regulatory, commercial, manufacturing, or professional purposes should confirm the required documentation with us before placing an order when it is not expressly included with the retail product.

26. Wholesale and Business-to-Business Orders

Unless otherwise agreed in writing, this policy is intended primarily for retail consumer purchases through ceylonspicegarden.com.

Wholesale, bulk, custom-manufactured, private-label, specially sourced, laboratory-tested-to-order, or other business-to-business transactions may be subject to separate written quotation terms, invoices, purchase agreements, specifications, sampling procedures, or return conditions.

Mandatory rights that apply by law remain unaffected.

27. Fraudulent or Abusive Claims

We may investigate claims where information provided appears inconsistent with:

  • Delivery records

  • Product photographs

  • Packing records

  • Package weights

  • Batch records

  • Customer communications

  • Carrier records

  • Other relevant evidence

We may decline a voluntary refund or return where the requirements of this policy are not met.

This section does not permit us to reject a legitimate claim for a defective, damaged, incorrect, contaminated, or materially misdescribed product, or to remove rights protected by applicable law.

28. Payment Disputes and Chargebacks

If you experience a problem with an order, we encourage you to contact us at support@ceylonspicegarden.com before opening a payment dispute so that we have an opportunity to investigate and resolve the issue directly.

We will respond to legitimate product, delivery, quality, and billing concerns in accordance with this policy.

If a payment dispute or chargeback is opened, we may provide the payment provider or card issuer with relevant records concerning the transaction, including:

  • Order details

  • Product listing information

  • Fulfillment records

  • Tracking and delivery records

  • Customer communications

  • Return and refund records

  • Product photographs

  • Quality-control records

  • Batch or testing documentation

  • This policy and other terms applicable to the transaction

Nothing in this section requires a customer to waive any right to contact their payment provider or exercise a right available under applicable law.

29. EU, EEA, UK, and Other Statutory Consumer Rights

Customers in some countries may have mandatory cancellation, conformity, refund, replacement, repair, price-reduction, or other consumer rights in addition to this policy.

For example, certain online purchases in the European Union and United Kingdom can carry statutory cooling-off rights, subject to legal exceptions. Exceptions can apply to certain perishable goods and sealed goods that are not suitable for return for health or hygiene reasons after they have been unsealed.

Separate legal rights can also apply where goods are faulty or not as described.

Where mandatory consumer law provides rights that are more favorable to the customer than a provision of this policy, the mandatory legal right will apply.

Nothing in this policy excludes or limits a consumer right that cannot legally be excluded or limited.

30. Contact Us

For returns, refunds, damaged items, incorrect items, missing items, quality concerns, cancellations, or other order-related support, contact:

Ceylon Spice Garden

Email: support@ceylonspicegarden.com

Please include your order number whenever possible so we can locate your purchase and assist you efficiently.