Easy Returns, Hassle-Free Refunds, and Exciting Exchanges – All on Us!

Upcountry flavors believe in making your shopping experience delightful from start to finish. That’s why we offer a hassle-free Returns/Refunds or Exchange Policy, and the best part? It won’t cost you a penny! (T&C)

• Did we ship the wrong product? We’ve got you covered!
• Damaged package? No problem!
• Has the product gone bad? We’ll make it right!

Please follow the steps below to initiate a return, refund, or exchange request. We strive to provide a professional and seamless process for our valued customers.

Contact Method: Please email info@upcountryflavors.com to log your return/refund or exchange request. This is our primary method of communication for handling such inquiries.

 

Wrong product delivery

Timeframe: To ensure a prompt resolution, please log a return, refund, or exchange request within two days from the day the courier company marks the product as delivered. This two-day period will start from the day of delivery.

Contact Method: To initiate the resolution process, please get in touch with us via email at info@upcountryflavors.com with the subject line: “Different Product Shipped – [order number].” This will help us identify and prioritize your request.

Required Information: In your email, please provide the following information to assist us in processing your request efficiently:

• Order Number: Include the unique order number associated with the incorrect product you received. This will enable us to locate your purchase in our system promptly.
• Product Details: Clearly describe the differences between the product you ordered and the one you received, including the variations in size (250g, 500g) and forms (whole, ground). This information is crucial for us to understand the nature of the error.
• Product Image: Send clear images of the product you received in the wrong category.

Resolution Options: Once we have reviewed your request, we will offer two options for resolution:

• Full Refund or Correct Product: We are liable for a full refund or shipping of the correct product at no cost to you. You do not need to return the initial package to us.
• Correct Product Request: If you want us to send the right order, we will ship it within three working days after completing the investigation.
• Refund Request: If you prefer a refund, your request will be processed within seven working days. The refund will be credited to the account or card used for the original payment.

 

Damage pack

If you have received a product with a damaged primary package, which includes torn, half-open, full-open, or broken seal packaging, we apologize for any inconvenience caused. Please follow the instructions below for a prompt resolution:

The primary package is the primary packing material that directly encloses and protects the product. The primary package may include boxes, envelopes, bags, or any other packaging specifically designed to protect the product.

For example, if you receive a shipment of delicate glassware, the primary package would be the sturdy box or container in which the glassware is securely packed. In this case, the primary package acts as a protective layer to prevent damage to the fragile items inside.

Verification Process: To ensure a proper resolution, we must conduct a verification process with our logistic partner. Please keep the following steps in mind:

Take clear and detailed images of the original packaging, highlighting the damage. These images will serve as proof and help us investigate the transit or handling issue with our logistic partner.

Timeframe: Once you have identified the damaged primary package, please get in touch with us immediately. We will initiate the resolution process promptly. However, additional delays may be expected due to the verification process with our logistic partner. Please log a return, refund, or exchange request within two days from the day the courier company marks the product as delivered. This two-day period will start from the day of delivery.

Contact Method: To report the damaged primary package and request a replacement, please get in touch with us via email at info@upcountryflavors.com. In the subject line of your email, please include “Damaged Primary Package – [order number]” to help us identify and prioritize your request.

Required Information: In your email, kindly provide the following information to assist us in processing your request efficiently:

• Order Number: Include the unique order number associated with the damaged package. This will help us locate your purchase in our system promptly.
• Description of Damage: Clearly describe the nature of the damage to the primary package, such as torn, half-open, full-open, or broken seal.
• Images of Original Packaging: Attach the clear and detailed images of the original packaging that you captured. These images will be crucial in our investigation and coordination with our logistic partner.

Replacement Process: Once we have completed the verification process, we will ship you a replacement for the damaged product at no cost. The replacement will be sent within three working days to the address provided during the initial order after investigation.

Customers need to be vigilant when receiving their deliveries. We request that customers be proactive and examine the condition of the primary package at the time of delivery. If any visible damage or mishandling are observed, we recommend informing the courier person immediately and noting the issue on the delivery receipt or any relevant documentation.

Notifying the courier person of any visible damage at the time of delivery, it helps create a record of the issue. It ensures that the necessary steps can be taken to address it promptly. This proactive approach will greatly assist us in resolving any potential issues related to the damaged primary package and ensure a smoother resolution process.

We appreciate your understanding and cooperation in being vigilant during the delivery process. Your cooperation will enable us to provide you with the best possible support and assistance in the event of a damaged primary package.

 

The product has gone bad

If you have received a product that has gone bad, showing signs of mold, any other organic growth, wet spots, or big clumps, we sincerely apologize for the inconvenience caused. Please follow the instructions below for a prompt resolution:

Verification Process: To ensure a proper resolution, we require your cooperation in providing evidence of the product’s condition. Please follow these steps:

Please keep the product in its current state and take clear and detailed images showing signs of deterioration. These images are crucial for our complaint management and quality assurance team to complete the verification process.

Timeframe: Upon discovering the product has gone bad, please get in touch with us immediately. We will initiate the resolution process promptly. Please log a return, refund, or exchange request within two days from the day the courier company marks the product as delivered. This two-day period will start from the day of delivery.

Contact Method: To report the issue and request a refund or replacement, please contact us via email at info@upcountryflavors.com. In the subject line of your email, please include “Product Gone Bad – [order number]” to help us identify and prioritize your request.

Required Information: In your email, kindly provide the following information to assist us in processing your request efficiently:

• Order Number: Include the unique order number associated with the product that has gone bad. This will help us locate your purchase in our system promptly.
• Description of Product Condition: Clearly describe the signs of deterioration observed, such as mold, organic growth, wet spots, or big clumps.
• Images of the Product: Attach clear and detailed images of the product showing signs of deterioration. These images are essential for verifying and initiating the return or replacement process.

Resolution Options: Once we have reviewed the evidence provided, we will offer two options for resolution:

• Full Refund or Replacement: We are liable for a full refund or shipping of a replacement at no cost to you. Please indicate your preference in your email.
• Replacement Process: If you request a replacement, we will ship the correct order within three working days after completing the verification process.
• Refund Process: If you prefer a refund, your request will be processed within seven working days. The refund amount will be credited to the account or card used for the original payment.

 

Change of Mind?

No Problem! Here’s How Returns, Refunds, or Exchanges Work.

We understand that preferences can change, and we want to ensure your satisfaction, even if it’s just a change of mind. You can return or exchange the product, but please remember that the shipping costs for the return and receiving will be your responsibility.

Timeframe: To expedite the process, please initiate a change of mind request within two days from when the courier company marks the product as delivered. This two-day period starts from the day of delivery.

To request a change of mind request (return or exchange), please reach out to us via email at info@upcountryflavors.com with the subject line: “Change of Mind – [order number] [return/ exchange].”

This will help us identify and prioritize your request.

To qualify for a return or exchange due to a change of mind, please adhere to the following guidelines:

Keep it pristine: The product must be unused, in its original condition, and still in its unopened packaging. We want it to be just as perfect as when it first arrived!

Shipping costs: If you require an exchange and order a new item, you will be responsible for covering the shipping and other associated costs, including duties and taxes in the origin and destination countries, for returning the product and receiving the exchanged item. We believe in transparency and want to keep you informed.

You must ship the items within seven days after we authorize the request via email, and please provide us with the tracking number via email within the same conversation where you reported the change of mind request. Please note that shipments not shipped within 7 working days that are refused will not be refunded.

If the value of the exchange item is higher than the original purchase, you will be required to pay the additional amount.

If the value of the exchange item is lower, we will issue a refund, and the refunded amount will be credited to the account or card used for the original payment within 7 to 10 working days.

We want you to be delighted with your purchase. While we allow returns and exchanges for change of mind, we kindly request that you carefully consider your choices before purchasing.

 

Cancellation Policy

 Our aim is to provide swift service to our customers, including promptly processing orders. Therefore, we cannot guarantee that we will be able to cancel your order once it has been processed. To cancel your order, please get in touch with us by emailing info@upcountryflavors.com. Free cancellation is available within one hour of placing the original order. If your order has yet to be cancelled within this timeframe and has yet to be shipped, a finance charge of $5.00 will apply to all cancelled orders. Once your order has been shipped, we cannot cancel it, and you may need to submit a change of mind request.

At upcountry flavors, we strive to provide exceptional customer service and ensure a smooth shopping experience. However, there are certain circumstances where we cannot accept returns, refunds, or exchanges. Please review the following scenarios:

Incorrect Address and Contact Details: We kindly request that you carefully verify your address and telephone number during the order process. If the courier company cannot locate your address or has an invalid contact number, the Package will be returned to us after five working days. While we make every effort to extend the deadline and reach out to you, please understand that if the Package is returned due to incorrect information provided, we are unable to accept returns, refunds, or exchanges.

Recipient Unavailability: If you are unavailable to receive the Package upon delivery, the courier company will return the Package to us after a few attempts. To ensure successful delivery, please make arrangements to be available or provide an alternative delivery address where someone can receive the Package on your behalf. You can contact your local courier agent and request to extend the delivery deadline.

Refusing the Package for Duty and Taxes: We are not responsible for any duty and taxes applicable in your country. You are responsible for contacting us or your country’s customs authorities to obtain duty and tax charges information. If you refuse to pay the duty or taxes upon delivery, the courier company will return the Package to us after five working days.

Refusing the Package After the Order Cancellation Time: If you refuse to accept the Package at the time of delivery or after the order cancellation procedure, we regret to inform you that you are not eligible for our returns, refunds, or exchanges policy.

Unable to Clear at Destination: If you have concerns about the customs clearance procedure in your country, we recommend contacting us or your country’s customs authorities to gather the necessary details. If you require assistance in checking the custom formalities before placing your order, please request the details from us, and we will do our best to provide the available information from our courier partners.

Final Sale or Non-Returnable Items: Certain items may be marked as “Non-Returnable”, or “Final Sale”. These items are not eligible for returns, refunds, or exchanges. It is important to carefully review the product description and specifications before purchasing.
We value your understanding and cooperation in these matters. Should you have any questions or require further assistance, our dedicated customer support team is here to help.