Refund policy

# Return and Refund Policy

**Last Updated: August 2026**

This Return and Refund Policy applies to all orders placed on www.goodwysh.com (the "Website"), operated by Silver Leaf Tea Private Limited under the brand GoodWysh ("GoodWysh", "we", "us", or "our"). Because our gifts are personalised and often contain perishable food items, this policy is written with those specifics in mind. Please read it carefully before placing an order.

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## 1. Our Approach

Every GoodWysh order is prepared and personalised specifically for you at the time it is placed. Given this, we are unable to accept returns for change of mind. We do, however, stand fully behind the quality and condition of what we send, and will make it right if something arrives broken or damaged, subject to the conditions below.

## 2. Order Cancellation

Once an order is placed and confirmed, it cannot be cancelled. Every GoodWysh gift is personalised and prepared specifically for your order from the moment it is confirmed, so we are unable to make an exception to this. Please review your order, personalisation details, and delivery address carefully before completing your payment.

## 3. Items That Cannot Be Returned

The following cannot be returned under any circumstance, except where Section 4 (Damaged Items) applies:

- Personalised message cards, engravings, or any element customised at your request
- Tea leaves, coffee beans, cookies, chocolates, and dry fruit tins, once the outer packaging has been opened, as these are perishable food items
- Gifts purchased through the Privé Club or through a Business Concierge enquiry, which are curated and prepared on a bespoke basis
- Any item explicitly marked as final sale or limited edition at the time of purchase
- Change of mind, incorrect selection, or any reason other than the item arriving broken or damaged

## 4. Damaged Items

We only accept a return or refund claim if your order arrives with something broken or damaged, and only if the following conditions are met.

- **An unboxing video is mandatory.** You must record a single, continuous, unedited video starting before the package is opened and continuing through to when the damaged item is visible. Claims without a complete unboxing video will not be accepted, as we are unable to verify the condition of the item at the point of delivery without one.
- **The video must clearly show the breakage or damage** to the item, box, or contents.
- **You must notify us within 48 hours of delivery**, at support@goodwysh.com, with your order number and the unboxing video attached or shared via a downloadable link.
- Claims raised after 48 hours of delivery, or without a valid unboxing video, will not be eligible for a return, replacement, or refund.
- Once your claim is verified, our team will confirm the next steps, which may be a replacement or a refund, within 2 to 3 business days.
- Where a replacement is not possible, such as when stock of a specific box or fill is unavailable, we will process a full refund instead.

## 5. Refund Process and Timelines

Approved refunds are issued to the original payment method used at checkout, processed through our payment partner Razorpay. Once a refund is approved, it is typically initiated within 3 to 5 business days. Depending on your bank or payment provider, it may take an additional 5 to 7 business days for the amount to reflect in your account. We are unable to issue refunds in cash or to a different payment method or account than the one used for the original transaction.

## 6. Business Concierge and Bulk Orders

Refunds and cancellations for Business Concierge and bulk corporate orders are governed by the specific terms agreed in writing between GoodWysh and the client at the time of the order, given the bespoke nature of quantities, branding, and delivery schedules involved.

## 7. Contact Us

For any return, refund, or cancellation query, please write to us at support@goodwysh.com or call +91 62922 70238, quoting your order number. We aim to resolve every query fairly and promptly.

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**Silver Leaf Tea Private Limited (operating as GoodWysh)**
6 Bishop Lefroy Road, Paul Mansion, Ground Floor, Kolkata, West Bengal 700020, India