Refund policy

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Returns & Refunds Policy

DULHOUSI COFFEE

Effective Date: 1 April 2026

Customer Support: contact@dulhousi.com

At Dulhousi Coffee, we are committed to providing our customers with a clear, transparent, and dependable shopping experience. We take care in presenting our products, processing orders, and delivering the items selected by our customers.

We understand that receiving an incorrect, disputed, damaged, or otherwise non-conforming product can be disappointing. We therefore maintain a process for reviewing such complaints and arranging an appropriate resolution when a claim is verified.

At present, Dulhousi Coffee does not offer routine returns or refunds for change of mind, personal preference, or other reasons unrelated to an eligible product or order issue. Where an incorrect or disputed product is verified, our standard resolution is replacement rather than a cash refund, subject to the conditions outlined in this policy and applicable law.

This policy explains the circumstances in which a replacement may be requested, the evidence required, the procedure for submitting a complaint, the shipping arrangements, and the circumstances in which a different remedy may be required.

1. GENERAL RETURN & REFUND POLICY

Dulhousi Coffee currently operates a limited return and replacement policy.

As a general business policy:

We do not accept routine returns simply because a customer has changed their mind after placing an order.
We do not offer voluntary refunds for a change of taste, flavour preference, or personal expectations that are consistent with the product description.
We do not offer cash refunds merely because a customer no longer wishes to keep a correctly supplied product.
We provide a process for reporting incorrect, disputed, damaged, or otherwise non-conforming products.
Verified eligible complaints will be assessed for replacement or another appropriate remedy, in accordance with this policy and applicable law.
We may request reasonable supporting evidence to establish the nature of the complaint and determine the appropriate resolution.

Important: This policy does not exclude any return, replacement, refund, or other remedy that Dulhousi Coffee is legally required to provide under applicable consumer protection laws. Where the law requires a refund or another remedy, the applicable legal requirements will prevail over our general no-refund policy.

2. OUR REPLACEMENT POLICY

Our standard voluntary resolution for a verified incorrect or disputed product is replacement with the appropriate product, subject to availability and applicable law.

A replacement request may be considered in circumstances such as the following.

2.1 Incorrect Product Delivered

If you ordered one product or flavour but received a different product or flavour, you may contact us to request a replacement.

For example, if you ordered Black Coffee but received Hazelnut Coffee, you should notify us and provide the order details and supporting evidence.

Once the discrepancy has been verified, we will determine the appropriate replacement arrangement.

2.2 Wrong Product or Item Missing from the Order

If the item supplied does not match the confirmed order, or a paid item is missing from the delivered package, please report the issue promptly.

We may request photographs, an unboxing video, the order confirmation, and other reasonable evidence to verify the discrepancy.

Where the complaint is confirmed, we will assess whether a replacement shipment or another appropriate remedy is suitable.

2.3 Damaged Product or Packaging

If your order arrives with visible damage that may have affected the product, please photograph the outer shipping package, the product packaging, the shipping label, and the affected area.

Please retain the packaging until the complaint has been reviewed.

If the product itself appears damaged, tampered with, or otherwise compromised, do not consume it. Contact us with the relevant evidence so that we can assess the matter and determine the appropriate next steps.

2.4 Disputed Product

A disputed product is an item that the customer reasonably claims does not match the confirmed order or has a material issue that requires investigation.

Examples may include:

A product that materially differs from its advertised or confirmed description.
A product with an incorrect label or flavour identification.
A package that appears to have been opened or tampered with before delivery.
A product with a suspected manufacturing or packaging defect.
Another verifiable discrepancy between the product ordered and the product received.

Every complaint will be reviewed according to its specific circumstances. The existence of a complaint alone does not establish that the product is defective or incorrect, but it will be considered fairly.

3. MANDATORY EVIDENCE FOR A REPLACEMENT REQUEST

To help us verify a complaint accurately and prevent errors or misuse, Dulhousi Coffee may require supporting evidence before authorising a replacement.

For product-discrepancy claims, a continuous unboxing video recorded from the moment the sealed delivery package is received and before it is opened is the strongest form of evidence.

3.1 Continuous Unboxing Video

Where reasonably possible, record the following in one continuous video:

The unopened delivery package as received.
The shipping label, including the courier details and order or tracking reference where visible.
The condition of the outer package and its seals before opening.
The opening of the package without stopping or editing the recording.
The contents immediately after opening.
The product label, flavour, packaging, and any visible discrepancy or damage.

The video should be sufficiently clear to show the package, the opening process, and the product received.

Do not cut, edit, or combine separate recordings in a way that makes the sequence of events unclear. Please retain the original video until your complaint has been resolved.

3.2 Photographs

Photographs may be requested as additional supporting evidence. Useful photographs include:

The unopened outer package.
The shipping label and tracking reference.
The product as received.
The product label and flavour identification.
Any visible damage, leakage, tampering, or packaging defect.
The order confirmation or invoice showing the item purchased.

Photographs should be clear and should accurately represent the product and its condition.

3.3 Order Confirmation and Delivery Details

Please provide the following information with your complaint:

Your order number.
The name or email address used to place the order.
The date the package was delivered.
The product and flavour ordered.
The product and flavour actually received.
A concise description of the issue.
The requested resolution, such as a replacement.

Where available, include the courier tracking number and relevant supporting evidence.

3.4 What If an Unboxing Video Is Unavailable?

We strongly recommend recording an unboxing video for every delivery, especially for products that are sealed.

If you did not record one, you should still contact us and explain the situation. We may consider other credible evidence, including photographs, shipping records, order records, and other relevant information.

The absence of a video may make verification more difficult, but it will not automatically remove any rights or remedies available to you under applicable law.

3.5 Authenticity of Evidence

All submitted evidence must be genuine and related to the order in question.

Evidence that appears altered, misleading, unrelated to the order, or materially incomplete may require additional verification.

Dulhousi Coffee may request reasonable additional information where necessary to assess the complaint. Any decision will be based on the available evidence, the circumstances of the order, and applicable legal requirements.

4. TIME LIMIT FOR REPORTING A PROBLEM

Customers should inspect their delivery promptly and report any incorrect, damaged, disputed, or missing item as soon as reasonably possible.

For efficient handling, we request that visible delivery discrepancies be reported within 48 hours of delivery, wherever possible.

When contacting us, please include your order number and available evidence.

This requested reporting period helps us investigate delivery-related issues while the relevant packaging, courier records, and product condition are easier to verify.

However, the 48-hour reporting request is not intended to eliminate a customer's statutory rights, including rights relating to latent defects, food safety, or issues that could not reasonably have been identified immediately upon delivery.

If you discover a problem after this period, please contact us and explain the circumstances. We will review the complaint according to its nature and the applicable requirements.

5. REPLACEMENT SHIPPING CHARGES

Dulhousi Coffee's standard replacement arrangement is intended to replace an eligible product without charging the customer again for the product itself.

The following conditions explain how replacement shipping is handled.

5.1 Product Charges

Where a replacement has been approved under this policy, no additional product price will be charged for the approved replacement item.

The replacement will be for the product or quantity authorised as part of the complaint resolution.

5.2 Shipping Charges

Under our standard replacement arrangement, the customer may be required to pay the applicable shipping charges for sending the replacement product.

The amount, where applicable, will depend on the delivery location, shipment size, courier availability, and the shipping arrangement agreed for the replacement.

Any applicable shipping charge will be communicated before the replacement shipment is arranged.

Legal exception: Where applicable law requires Dulhousi Coffee to bear return or replacement shipping costs, or otherwise requires a different remedy, we will follow that legal requirement. Shipping charges will not be imposed in a manner that unlawfully restricts a customer's rights.

5.3 Return Shipment of the Original Product

Depending on the nature of the complaint, we may request the return of the original product or packaging for inspection.

If a return shipment is required, we will communicate the procedure and applicable shipping arrangements before asking you to send the item.

Please do not ship a product back without receiving instructions from our support team.

For food-safety reasons, opened or compromised coffee products should be handled carefully and should not be consumed while a complaint is being investigated.

6. NO ADDITIONAL PRODUCT CHARGE FOR AN APPROVED REPLACEMENT

Once a replacement has been approved, the customer will not be required to pay the product price a second time for the authorised replacement item.

For clarity:

The original order payment remains the payment for the original purchase.
An approved replacement is intended to resolve the verified product discrepancy.
The customer may be asked to pay the applicable replacement shipping charge under the standard arrangement described above, subject to applicable law.
Additional products, upgrades, or quantities not included in the approved replacement will require separate payment.
Any additional charges must be communicated clearly before the customer agrees to proceed.

This arrangement is designed to ensure that an approved replacement does not become a second product purchase.

7. PRODUCTS THAT ARE NOT ELIGIBLE FOR ROUTINE RETURN

Subject to statutory rights and the specific circumstances of the order, routine returns will generally not be accepted for the following reasons:

7.1 Change of Mind

If you decide that you no longer want a correctly supplied product after placing an order, a voluntary return or refund will generally not be available.

7.2 Change of Taste or Personal Preference

Coffee flavour preferences differ from person to person. A customer may prefer another flavour or find that a product does not suit their personal taste.

A difference in personal preference, by itself, does not qualify for a voluntary return or refund when the product supplied matches the order and its description.

7.3 Incorrect Selection by the Customer

If a customer selects the wrong flavour, quantity, or product while placing an order and Dulhousi Coffee supplies the product exactly as confirmed, a voluntary exchange or refund will generally not be available.

Please review your cart and order summary carefully before completing payment.

7.4 Opened Products

Because coffee is a consumable food product, opened products may be unsuitable for routine return or resale.

A product that has been opened may still be eligible for review where there is a credible complaint involving an incorrect product, suspected contamination, tampering, or another legally relevant issue.

Please do not consume a product that you believe may be unsafe or compromised.

7.5 Incorrect Address Provided by the Customer

If an order cannot be delivered because an incorrect or incomplete address was provided, the resolution will depend on the circumstances, courier records, and applicable law.

Please check your shipping details carefully before confirming an order.

7.6 Products Supplied as Described

If the correct product has been delivered in accordance with the confirmed order and no applicable defect, discrepancy, or legal ground for a remedy exists, a voluntary return or refund will generally not be offered.

These exclusions do not override any rights or remedies that apply by law.

8. REFUND POLICY

8.1 General No-Refund Position

At present, Dulhousi Coffee does not provide voluntary refunds for routine change-of-mind requests, personal taste preferences, or correctly fulfilled orders where no applicable ground for a refund exists.

Our standard resolution for a verified incorrect or disputed product is to assess the complaint for replacement.

8.2 Circumstances Requiring a Refund

A refund may be required or appropriate under applicable law or the circumstances of a transaction. Examples may include certain confirmed defects, material discrepancies, non-fulfilment, or other situations where a refund is legally required or otherwise agreed as the appropriate resolution.

Nothing in this policy is intended to allow Dulhousi Coffee to refuse a legally required refund merely because our standard business preference is replacement.

8.3 Failed or Unsuccessful Payments

If payment is debited but an order is not successfully confirmed, please contact us with the available transaction reference and relevant order details.

We will review the transaction and assist with the appropriate resolution, which may involve the payment gateway or bank.

Any reversal or refund of a failed payment will be handled according to the payment provider's process and applicable requirements.

8.4 Refund Processing

Where a refund is approved or legally required, it will be processed using the appropriate method and within the applicable legal or payment-provider timeline.

The time required for the amount to appear in the customer's account may depend on the bank, payment provider, or original payment method.

We will communicate relevant details where necessary.

9. ORDER CANCELLATIONS

Customers should contact us as soon as possible if they wish to request cancellation of an order.

A cancellation request may be easier to accommodate before the order has entered processing or been handed over to the courier.

Once an order has been dispatched, cancellation may no longer be operationally possible. In such cases, please contact our support team for guidance.

Cancellation eligibility, any applicable charges, and the available resolution will be determined in accordance with the order status, the applicable terms, and the law.

Nothing in this section permits cancellation charges or refusal of a remedy where prohibited by applicable law.

10. DELIVERY DISPUTES AND MISSING PACKAGES

If tracking information indicates that a package has been delivered but you have not received it, please contact us promptly.

We may request:

Your order number.
The courier tracking reference.
The delivery notification, if available.
Confirmation of the delivery address.
Any relevant communication from the courier.
Other information reasonably necessary to investigate the delivery.

We may coordinate with the courier to review the shipment status.

If a package is confirmed to be missing or a delivery discrepancy is established, we will assess the appropriate resolution in accordance with the circumstances and applicable law.

A tracking status alone will not necessarily resolve every delivery dispute.

11. FOOD SAFETY, TAMPERING AND PRODUCT INTEGRITY

Customer safety is important to Dulhousi Coffee.

If you receive a package that appears to have been opened, tampered with, contaminated, or otherwise compromised, please do not consume the product.

Instead:

Photograph the outer packaging and the affected product.
Retain the packaging and shipping label where reasonably possible.
Record the issue and the condition in which the product was received.
Contact contact@dulhousi.com with your order number and supporting evidence.

We will review the information and determine the appropriate next steps.

Do not send food products through a return shipment unless our support team has provided suitable instructions.

Complaints involving suspected contamination, food safety, or product integrity will be assessed on their specific facts and handled in accordance with applicable requirements.

12. HOW TO REQUEST A REPLACEMENT

To submit a replacement request, please follow the procedure below.

Step 1: Contact customer support.

Send an email to contact@dulhousi.com using the subject line:

Replacement Request – Order #[Your Order Number]

Step 2: Explain the problem.

Describe the product ordered, the product received, and the specific discrepancy.

Step 3: Attach supporting evidence.

Include your unboxing video, relevant photographs, order confirmation, and other information requested for verification.

Step 4: Await review.

Our support team will review the complaint and may contact you for further information.

Step 5: Receive the decision.

We will communicate whether the complaint has been verified and whether a replacement or another appropriate resolution is available.

Step 6: Confirm the shipping arrangement.

If a replacement is approved, we will explain the shipment procedure and any applicable shipping charges before proceeding.

Step 7: Replacement dispatch.

Once the necessary verification and shipment arrangements have been completed, the approved replacement will be processed subject to product availability, courier service, and applicable requirements.

Please do not send the original product back or pay an unverified replacement fee before receiving instructions through our official support channel.

13. COMPLAINT REVIEW AND RESOLUTION

We aim to review customer complaints fairly, consistently, and without unnecessary delay.

During our review, we may examine:

The original order and invoice.
Product descriptions and order records.
Unboxing videos and photographs.
Shipping and tracking information.
The product's packaging and labelling.
Relevant communications with the customer or courier.
Any other reasonable evidence relevant to the complaint.

We may request additional information if the initial submission is insufficient to establish what occurred.

Once the review is complete, we will communicate the decision and the next steps.

If the evidence is inconclusive, we may explain what additional information is required. We will not treat a complaint as fraudulent merely because evidence is incomplete; any concern about misuse will be assessed on the available facts.

For formal consumer grievances, Dulhousi Coffee will follow applicable complaint-handling and grievance-redressal requirements, including relevant acknowledgement and resolution timelines.

14. CUSTOMER RESPONSIBILITIES

To help us resolve issues efficiently, customers are requested to:

Enter accurate contact and delivery information when ordering.
Review the product, flavour, quantity, and order total before payment.
Inspect the package after delivery.
Record an unboxing video where possible.
Retain relevant packaging and delivery information when a dispute arises.
Report discrepancies promptly.
Provide truthful and relevant information during the review.
Follow the return or replacement instructions communicated by our official support team.
Avoid consuming a product suspected of being unsafe, contaminated, or tampered with.

These requests support the verification process and do not remove any applicable consumer rights.

15. SHIPPING, COURIER AND DELIVERY CONDITIONS

Replacement shipments are subject to courier availability, serviceability of the delivery location, and other applicable shipping conditions.

Estimated dispatch and delivery dates may vary due to courier delays, weather, transport disruptions, public holidays, or circumstances outside our reasonable control.

Where a replacement has been approved, we will communicate the available shipping arrangement and any applicable charge before dispatch.

If a courier issue affects an approved replacement, please contact our support team so that we can review the tracking information and determine the appropriate next steps.

16. PRIVACY AND HANDLING OF COMPLAINT EVIDENCE

Evidence submitted for a replacement or refund complaint will be used for purposes such as verifying the order, investigating the reported discrepancy, communicating with the customer, and resolving the complaint.

Please submit only information relevant to the issue.

Avoid including passwords, OTPs, payment PINs, full card details, or unrelated personal information in your evidence.

Complaint records and supporting files will be handled in accordance with our Privacy Policy and applicable law.

17. POLICY EXCEPTIONS AND APPLICABLE LAW

This policy is intended to explain Dulhousi Coffee's ordinary return, replacement, and refund procedures.

It does not limit statutory consumer rights or permit any action prohibited by applicable law.

Where a provision of this policy conflicts with a mandatory legal requirement, the legal requirement will prevail.

A complaint will be assessed according to the nature of the product, the circumstances of the transaction, the available evidence, and the legal obligations applicable to Dulhousi Coffee.

Nothing in this policy should be interpreted as a blanket refusal to provide a remedy for a defective, incorrect, misrepresented, or otherwise legally non-conforming product.

18. POLICY UPDATES

Dulhousi Coffee may revise this policy to reflect changes in its business procedures, product range, delivery arrangements, or legal obligations.

The current version will be published on our official website with the applicable update date.

Changes will be handled in accordance with applicable law and will not unlawfully remove rights relating to an existing purchase.

Customers are encouraged to review this page before placing an order.

19. CONTACT INFORMATION

For replacement requests, product disputes, delivery issues, or questions about this policy, please contact us using the official details below.

Brand: Dulhousi Coffee

Website: https://www.dulhousi.com/

Product Shop: https://www.dulhousi.com/dulhousi-coffee-shop

Customer Support Email: contact@dulhousi.com

Email Subject for Replacement Requests: Replacement Request – Order #[Your Order Number]

Please include your order number, a brief explanation of the problem, and any relevant supporting evidence.

We currently provide customer support through the email address listed above. Please use this official channel for instructions regarding replacement shipments and any applicable charges.

Any additional registered office, customer-care telephone number, or designated grievance-officer details should be published on the website once verified and where required by law.

OUR COMMITMENT

At Dulhousi Coffee, we aim to handle genuine product concerns responsibly while maintaining a clear and sustainable replacement process.

We ask customers to provide accurate order information and reasonable evidence so that we can investigate issues properly. In return, we aim to review complaints fairly, explain our decisions, and provide the appropriate resolution under our policy and applicable law.

Dulhousi Coffee — The Devil Drinks Dulhousi.

Website: https://www.dulhousi.com/

Email: contact@dulhousi.com