Refund & Cancellation Policy

REFUND & CANCELLATION POLICY

Refund and Cancellation Policy - Eastern Brew

Last Updated: 21st November 2025

At Eastern Brew (Nature Axis Pvt Ltd), we are committed to your satisfaction. This policy outlines the terms and conditions for order cancellations, returns, and refunds.

1. ORDER CANCELLATION

1.1 Cancellation Window:

Orders can be cancelled within 2 hours of placement
Orders cannot be cancelled once they enter the shipping process
Custom or personalized orders cannot be cancelled after confirmation

1.2 Cancellation Process:

Contact our customer service immediately at care@easternbrew.co.in or call +918837416697
Provide order number and registered email address
Cancellation confirmation will be sent via email

1.3 Cancellation Charges:

No cancellation charges apply if cancelled within 2 hours
Orders cancelled after shipping may incur return shipping charges

2. RETURNS POLICY

2.1 Return Window:

Physical products: 15 days from delivery date
Coffee products: 7 days from delivery date (if unopened and unused)
Equipment and accessories: 15 days from delivery date

2.2 Return Conditions:
Products must be:

In original, unopened packaging
Unused and in resalable condition
Accompanied by original invoice/receipt
Free from damage not caused by manufacturing defects

2.3 Non-Returnable Items:

Opened coffee products (due to hygiene and quality reasons)
Personalized or custom items
Items damaged by misuse
Products without original packaging

3. REFUND POLICY

3.1 Refund Methods:

Full Refund: Original payment method (5-7 business days)
Store Credit: Immediate credit to your account (valid for 12 months)
Exchange: Same or different product of equal value

3.2 Refund Timeline:

Credit/Debit Cards: 5-7 business days
Net Banking: 3-5 business days
Digital Wallets: 3-5 business days
Cash on Delivery: Bank transfer within 7-10 business days

3.3 Refund Conditions:

Refunds processed only after item inspection
Return shipping costs borne by customer unless product defect
Partial refunds may apply for damaged packaging

4. DEFECTIVE OR DAMAGED PRODUCTS

4.1 Immediate Action:

Report defective/damaged items within 48 hours of delivery
Provide photographs of the damaged product and packaging
Contact care@easternbrew.co.in with order details

4.2 Our Responsibility:

Full refund or replacement at no additional cost
We cover return shipping costs for defective items
Expedited replacement processing

5. RETURN PROCESS

5.1 Step-by-Step Process:

Contact customer service to initiate return
Receive return authorization and shipping instructions
Pack items securely in original packaging
Ship items to our return address
Receive confirmation and refund processing notification

5.2 Return Shipping:

Customer bears return shipping costs (except defective items)
We recommend using trackable shipping methods
Items lost during return shipping are customer's responsibility

6. EXCHANGE POLICY

6.1 Exchange Options:

Size/color variations of the same product
Different products of equal or lesser value
Upgrade options with price difference payment

6.2 Exchange Process:

Same return process as refunds
New items shipped upon receipt of returned items
No additional shipping charges for exchanges (within India)

7. SPECIAL CIRCUMSTANCES

7.1 Festival/Sale Purchases:

Sale items eligible for exchange or store credit only
No cash refunds on discounted products
Standard return timeline applies

7.2 Bulk Orders:

Special return conditions apply for orders above ₹10,000
Contact our business team for customized solutions

8. REFUND EXCEPTIONS

We reserve the right to refuse returns/refunds for:

Items returned after the specified timeline
Products damaged due to misuse
Items without proof of purchase
Fraudulent or abusive return patterns

9. CUSTOMER SUPPORT

For all refund and cancellation queries:

Email: care@easternbrew.co.in
Phone: +918837416697 (Business Hours: 9 AM - 6 PM IST)
Response Time: Within 24 hours

10. DISPUTE RESOLUTION

10.1 Internal Resolution:

First contact our customer service team
Escalation to management if unresolved
Final resolution within 7 business days

10.2 External Resolution:

As per Consumer Protection Act, 2019
Local consumer court jurisdiction applies
Disputes subject to Indian law

11. POLICY UPDATES

This policy may be updated periodically. Changes will be effective immediately upon posting on our website. Customers will be notified of significant changes via email.

12. CONTACT INFORMATION

Nature Axis Pvt Ltd (Eastern Brew)

Email: care@easternbrew.co.in
Phone: +918837416697
Address: Kotha Ahallup, Imphal East, Manipur

Payment Methods