At HIGHLAND Spices, we are committed to delivering quality spices and ensuring a reliable shopping experience for our customers. Every effort is made to maintain product quality, freshness, packaging standards and accuracy throughout the order processing and delivery process.
This Return, Refund and Cancellation Policy explains the terms and conditions applicable to returns, refunds, replacements and cancellations of products purchased through the HIGHLAND Spices website and other authorised sales channels.
1. Return Policy
HIGHLAND Spices takes utmost care in sourcing, processing, packing and dispatching its products to maintain their natural quality, freshness and aroma.
Due to the food-grade and consumable nature of our products, returns are accepted only under specific circumstances.
Customers may request a return or replacement under the following conditions:
The product received is damaged during transit.
The product delivered is incorrect or different from the product ordered.
The product received is defective, contaminated or unfit for consumption.
The product packaging is damaged, tampered with or compromised at the time of delivery.
The product received has expired or does not meet the applicable declared shelf-life requirements.
All return or replacement requests must be supported by appropriate evidence, such as photographs or videos of the product, packaging and shipping label.
2. Non-Returnable Products
For food safety, hygiene and quality assurance reasons, certain products are not eligible for return or exchange.
The following conditions generally apply:
Products that have been opened, used or partially consumed.
Products with damaged or removed seals due to customer handling.
Products returned without their original packaging.
Products damaged due to improper storage or handling after delivery.
Products purchased under promotional offers, clearance sales or special discounts, except where the product is defective, damaged, incorrect or otherwise eligible under applicable consumer protection laws.
Products reported after the stipulated return request period, except where otherwise required by applicable law.
Customers are advised to inspect their orders immediately upon delivery.
3. Return and Replacement Request Period
Customers must notify HIGHLAND Spices of any damaged, defective, incorrect or missing products within 48 hours of delivery.
To initiate a return or replacement request, customers must contact our customer support team through the following channels:
Email: care@highlandspices.com
Phone: +91 82 8989 9686
Customers should provide the following details:
Order ID or Order Reference Number.
Name and contact details.
Description of the issue.
Clear photographs or videos showing the product, packaging and shipping label.
Our team will review the request and communicate the appropriate resolution.
The 48-hour reporting period is intended to facilitate prompt verification and resolution and does not restrict any statutory rights available to customers under applicable consumer protection laws.
4. Refund Policy
Refunds may be considered and approved under the following circumstances:
The ordered product is unavailable after order confirmation and payment.
The customer receives a damaged, defective or incorrect product and a refund is determined to be the appropriate resolution.
The order is successfully cancelled before dispatch.
The order cannot be delivered due to circumstances attributable to HIGHLAND Spices.
Any other circumstances where a refund is required under applicable laws.
Refund requests will be reviewed individually. Depending on the nature of the issue, HIGHLAND Spices may offer a replacement, exchange or refund.
Approved refunds will be processed through the original payment method, wherever applicable.
The refund processing period may generally take 5–10 business days after approval, depending on the payment service provider, banking institution and applicable transaction procedures.
Customers will be notified once the refund has been initiated.
5. Shipping Charges and Refunds
Shipping and delivery charges are generally non-refundable once an order has been dispatched.
However, shipping charges may be refunded in circumstances where:
The order is cancelled before dispatch.
The order is cancelled due to product unavailability.
The delivery failure is attributable to HIGHLAND Spices.
A refund of shipping charges is otherwise required under applicable consumer protection laws.
For approved returns arising from damaged, defective or incorrect products, return shipping arrangements and associated costs will be handled by HIGHLAND Spices, as applicable.
6. Order Cancellation Policy
Customers may request cancellation of an order before it is processed for dispatch.
Cancellation requests must be submitted through our official customer support email or phone number, along with the relevant order reference.
The following conditions apply:
Orders cancelled before dispatch may be eligible for a full refund.
Orders that have already been dispatched cannot ordinarily be cancelled through the standard cancellation process.
Orders that have entered the final packing or dispatch stage may not be eligible for cancellation.
In cases where an order cannot be fulfilled due to product unavailability or operational circumstances attributable to HIGHLAND Spices, the customer will be informed and an appropriate refund will be arranged.
Customers are encouraged to contact us as early as possible if they wish to cancel an order.
7. Cancellation by HIGHLAND Spices
HIGHLAND Spices reserves the right to cancel an order under circumstances including:
Product unavailability or inventory discrepancies.
Incorrect product pricing or listing information.
Incomplete or inaccurate delivery information.
Suspected fraudulent or unauthorised transactions.
Delivery restrictions or unforeseen logistical circumstances.
Any other legitimate operational or legal reasons.
In such circumstances, customers will be notified through their registered contact details.
Where payment has already been received, an eligible refund will be initiated through the applicable refund process.
8. Damaged, Missing or Incorrect Deliveries
Customers are requested to inspect their orders upon delivery.
If a package appears damaged, tampered with or incomplete, customers should document the condition through photographs or videos wherever possible.
In the event of missing items, incorrect products or transit-related damage, customers should notify HIGHLAND Spices within 48 hours of delivery.
After verification, our team will determine the appropriate resolution, which may include replacement, refund or another suitable arrangement.
9. Wholesale Orders
Wholesale orders involving bulk quantities of whole spices, ground spices and blended spices may be subject to separate commercial terms and conditions.
Once a wholesale order has been confirmed and processing, sourcing, grading, cleaning, packing or dispatch activities have commenced, cancellation requests may be subject to the mutually agreed terms of the transaction.
Returns and refunds for wholesale orders will be evaluated based on the agreed product specifications, quantity, quality requirements, delivery conditions and applicable contractual obligations.
Any claims relating to quality, quantity or product specifications must be communicated within the period mutually agreed between the parties.
Nothing in this section limits rights or remedies available under applicable law.
10. Export Orders
Export orders placed with HIGHLAND Spices are governed by the mutually agreed commercial terms, product specifications, applicable export documentation requirements and relevant Incoterms, wherever applicable.
Cancellation, return and refund requests for export consignments will be considered in accordance with the agreed purchase order, sales contract and applicable international trade requirements.
Once export processing, documentation, customs clearance or shipment arrangements have commenced, cancellation or modification may be subject to additional conditions and costs.
Any claims concerning product quality, quantity, packaging or shipment discrepancies must be supported by appropriate documentation and communicated within the agreed claim period.
11. Replacement and Exchange Policy
Where a return or replacement request is approved, HIGHLAND Spices may arrange a replacement product, subject to product availability and verification of the reported issue.
Replacement products will be dispatched after the necessary verification and approval process.
Where a replacement cannot be arranged, an appropriate refund may be provided in accordance with this policy and applicable laws.
12. Refund Processing and Status
Customers will receive communication regarding the status of their return, replacement or refund request.
Once a refund is approved, the amount will be processed through the applicable payment or banking channel.
The time required for the refunded amount to reflect in the customer’s account may vary depending on the payment provider and financial institution.
Customers may contact our support team if the approved refund is not reflected within the communicated processing period.
13. Customer Responsibilities
Customers are requested to:
Provide accurate delivery and contact information while placing orders.
Verify the products and quantities selected before confirming an order.
Inspect the package upon delivery.
Report any discrepancies, damage or quality concerns within the stipulated period.
Preserve the original packaging and provide supporting evidence when raising a complaint.
Follow the recommended product storage instructions to maintain freshness and quality.
14. Policy Modifications
HIGHLAND Spices reserves the right to modify, update or revise this Return, Refund and Cancellation Policy from time to time to reflect changes in business operations, product offerings, payment procedures, delivery arrangements or applicable legal requirements.
Any revisions will be published on this website with the updated effective date.
Customers are encouraged to review this policy periodically.
15. Contact Us
For any questions, concerns or assistance regarding returns, refunds, replacements or order cancellations, customers may contact us using the details below:
HIGHLAND Spices
Manjapetty, Nedumkandam,
Udumbanchola Taluk, Idukki District,
Kerala, India.
Email: care@highlandspices.com
Phone: +91 82 8989 9686
Website: www.highlandspices.com
We value our customers and remain committed to providing quality products, transparent service and a satisfactory shopping experience.
HIGHLAND Spices – Bringing the Authentic Flavours of Idukki to You.