Effective Date: 1st April 2026

Delivery Across India

We currently offer delivery across India. Delivery availability may depend on courier connectivity and service availability at the relevant delivery location. Certain remote or hard-to-reach locations may have limited courier connectivity and may consequently require additional time for delivery.

Delivery Timelines

Orders are typically delivered within 4–5 working days from the date of successful payment.

The delivery timeline is indicative and may vary depending on the location to which the order is being delivered and the availability of courier services.

Additional time may be required for:

• remote or hard-to-reach locations;
• locations with limited courier connectivity;
• circumstances affecting courier operations;
• logistical constraints; or
• unforeseen events, including weather-related disruptions.

We endeavour to process and dispatch orders promptly, but delivery timelines may be affected by circumstances occurring after an order has been dispatched.

Tracking Your Order

Once an order has been dispatched, tracking details will be shared with the customer by email, where applicable.

Customers can use the tracking information provided to monitor the progress of their shipment through the relevant courier or delivery service.

Delivery Address

Customers are requested to carefully review their delivery address and contact information before completing an order.

The address and contact details provided at checkout should be complete, accurate and sufficient to enable the courier to locate the delivery address and contact the customer where necessary.

Where delivery cannot be completed because the customer is unavailable or because the address provided is incorrect or incomplete, the courier may attempt redelivery. Any delay resulting from an incorrect or incomplete delivery address, the unavailability of the customer or difficulties in contacting the customer may result in the delivery taking longer than the usual delivery timeline.

Delayed Deliveries

Although we aim to deliver orders within the estimated delivery period, circumstances beyond our reasonable control may occasionally affect delivery timelines. This may include courier delays, weather conditions, logistical disruptions, limited connectivity in certain locations or other unforeseen circumstances. Where a shipment is delayed, we will work with the relevant courier or logistics provider to investigate the status of the shipment and work towards resolving the issue.

Customers may contact our customer support team where they require assistance with a delayed shipment.

Lost or Undelivered Shipments

Where a shipment is reported as lost or cannot otherwise be delivered, Newby will coordinate with the relevant courier or logistics provider to investigate the shipment.

Depending on the outcome of the investigation and the circumstances of the particular order, Newby will work towards an appropriate resolution, which may include arranging a replacement or refund where applicable.

Cancellation of Orders

This section should be read together with the Cancellation section of the Terms and Conditions of Newby. 

Cancellation Before Dispatch

Customers may request cancellation of an order before it has been dispatched. Where an order is successfully cancelled before dispatch, the amount paid for the order will be refunded. This will include applicable delivery charges paid by the customer. 

Customers seeking to cancel an order should contact sales-support@newbyindia.com. 

Cancellation After Dispatch

Once an order has been dispatched, cancellation may no longer be possible. Orders relating to goods that have been made or altered to a customer's own specifications cannot be cancelled.

Effective Date: 1st April 2026

We take care to maintain the quality and condition of products supplied to our customers.

Given the nature of certain products sold through the Website, particularly consumable products such as tea, returns are generally not accepted simply because a customer has changed their mind or no longer wishes to retain the product.

Returns may generally be considered where the product received by the customer is:

• Damaged;
• Spurious
• Defective; or
• Incorrect or different from the product ordered.

Condition of Products

Where a product is eligible for return, it should, wherever applicable, be unused, unopened and retained in its original packaging.

This requirement helps us assess the condition of the product and maintain appropriate quality and hygiene standards, particularly in relation to consumable products.

Due to the nature of consumable products, including tea, such products are generally not eligible for return unless they are received damaged, defective, spurious or incorrect.

Requesting a Return or Replacement

Customers who receive a damaged, defective, spurious or incorrect product should contact Newby at sales-support@newbyindia.com within 24 hours of delivery. 

To enable us to assess and resolve the issue efficiently, the return or replacement request should include:

• the order details;
• details of the product or item concerned;
• the reason for requesting a return or replacement;
• clear photographs of the product;
• clear photographs of the packaging; and
• an unboxing video showing the packaging and product, where available.

The information provided should, where possible, clearly show the condition of the product and packaging at the time the order was received. Additional information may be requested where necessary to understand or investigate the issue.

Complaints will be acknowledged within 48 hours of receipt. Newby will endeavour to resolve complaints within 30 days of receipt, wherever possible, else where there is involvement of delay dye to third parties like courier, customer will be kept informed of the progress and expected timeline for resolution. 

Return Authorisation

All returns require prior authorisation from Newby. Customers should therefore contact Newby and obtain confirmation and return instructions before sending any product back.

This enables us to properly identify the relevant order, provide appropriate return instructions and coordinate the return with the customer. 

REFUNDS

When a Refund is Processed

Where a return has been approved, the returned product will need to be received at Newby's facility. The returned product may undergo a quality check to verify the condition of the product and the basis of the approved return. Following successful completion of the applicable quality check, the refund will be initiated.

Refund Timeline

Approved refunds will be processed within 30 working days following receipt of the returned product and completion of the applicable quality check. The time taken for the amount to actually appear in the customer's account may additionally depend on the relevant bank, card issuer, payment service provider or other financial institution.

Refund Method

Refunds will ordinarily be credited to the original payment method used for the order.

Shipping Charges and Refunds

Where an order is cancelled before dispatch, applicable delivery charges paid by the customer will be refunded along with the amount paid for the order.

CUSTOMER SUPPORT AND COMPLAINTS

We understand that customers may occasionally require assistance with an order, payment, delivery, return, replacement or refund. For any such query or concern, customers may contact our customer support team at sales-support@newbyindia.com. 

When contacting us, customers should provide their order details and a description of the issue so that our team can review the matter efficiently.

Depending on the nature of the issue, customers may be asked to provide supporting photographs, videos or other information. We will make every effort to acknowledge and resolve customer complaints as promptly as reasonably possible.

Where a return is allowed after delivery, delivery and shipping charges are generally non-refundable. However, if due to error on Newby’s front, such as delivery of damaged, defective, spurious, or incorrect products, the applicable delivery charges will be refunded or otherwise resolved by Newby. 

The time required to resolve a complaint may vary depending on its nature and complexity. In particular, matters involving investigation with a courier, payment service provider or other third party may require additional time. Where appropriate, customers will be kept informed of the progress of the matter and the next steps towards resolution.

CONTACT INFORMATION

For all queries relating to payments, orders, delivery, cancellation, returns, replacements or refunds, please contact:

Newby India Private Limited

CIN: U55209DL2007PTC167789

Registered Office: 104 & 110, 1st Floor, Mercantile House, 15, KG Marg, New Delhi – 110001

Email: sales-support@newbyindia.com

GREIVANCE OFFICER 

Name: Richa Mehrotra

Designation: Senior Manager- E-commerce

Email: Richa.mehrotra@newbyindia.com

Phone: 9220624446

The Grievance Officer will acknowledge complaints within 72 hours of receipt and resolve them within 30 days wherever possible. If the grievance is not resolved to your satisfaction, you may escalate the matter in accordance with the Consumer Protection Act, 2019. 

UPDATES TO THIS POLICY

We may update this Policy from time to time to reflect changes to our payment methods, delivery arrangements, returns process, replacement process or refund procedures.

The latest version of this Policy will be made available on the Website and will reflect the processes applicable to purchases made through the Website.