Refund policy

Last Updated: July 25, 2026

Sherpa Chai, LLC is committed to providing high-quality chai concentrates and merchandise. This Online Order Return and Cancellation Policy explains when products may be returned, replaced, exchanged, refunded, or cancelled.

This Policy applies to purchases made through SherpaChai.com and forms part of our Terms and Conditions and Shipping Policy.

1. CONTACTING SHERPA CHAI

To request a return, replacement, exchange, refund, or order cancellation, contact:

Sherpa Chai, LLC

Email: orders@sherpachai.com

Website: SherpaChai.com

Your request should include:

Your full name
Your order number
The email address used for the order
The product affected
A clear description of the issue
The requested resolution
Photographs when the product or shipment is damaged, leaking, incorrect, defective, or unsafe

Do not send any product back to Sherpa Chai unless you have received return authorization and return instructions.

2. RETURN REQUEST PERIOD

Return requests and product-quality claims must be submitted within 30 calendar days after the recorded delivery date.

Requests submitted after 30 calendar days may be denied unless applicable law requires otherwise.

Submitting a request within the return period does not automatically guarantee approval. Sherpa Chai will review the request based on this Policy, the condition of the product, the information provided, and applicable law.

3. CHAI CONCENTRATES AND OTHER CONSUMABLE PRODUCTS

For food-safety and quality-control reasons, Sherpa Chai concentrates and other consumable products are generally final sale and cannot be physically returned.

This restriction does not prevent Sherpa Chai from providing an appropriate remedy when a consumable product:

Arrives damaged
Arrives leaking
Has been opened or tampered with during shipping
Is defective
Is incorrectly labeled
Is unsafe to consume
Is materially different from the product ordered
Is the wrong product
Is missing from the shipment
Has another verified quality issue

Do not consume a product that appears damaged, opened, leaking, swollen, spoiled, contaminated, incorrectly labeled, or otherwise unsafe.

Sherpa Chai may instruct you to safely discard a consumable product after the claim has been reviewed.

4. PRODUCT-QUALITY CONCERNS

If you have concerns about the quality, condition, labeling, taste, appearance, packaging, or safety of a Sherpa Chai product, contact orders@sherpachai.com within 30 calendar days after delivery.

Please provide as much information as possible, including:

Your order number
The product name
The quantity affected
A description of the concern
Photographs of the bottle or product
Photographs of the cap, seal, or damaged area
The lot or batch code
The expiration or best-by date
Photographs of the shipping box and internal packaging
A photograph of the UPS shipping label

Sherpa Chai may request additional information before approving a replacement, refund, store credit, or other remedy.

5. DAMAGED OR LEAKING PRODUCTS

Customers should inspect packages promptly after delivery.

If a product arrives damaged or leaking:

Do not consume the affected product
Keep the product upright and in a safe location
Keep the shipping box, shipping label, and internal packaging
Take clear photographs of the damage and packaging
Contact orders@sherpachai.com promptly

Sherpa Chai may submit a claim to UPS and may require the customer’s reasonable cooperation during the investigation.

Depending on the circumstances, Sherpa Chai may provide:

A replacement product
A refund
Store credit
Another appropriate resolution

6. INCORRECT OR MISSING PRODUCTS

Contact orders@sherpachai.com within 30 calendar days after delivery if:

You receive a product you did not order
You receive the wrong flavor, size, quantity, or merchandise item
An item is missing from the shipment
The order does not match the packing information

Sherpa Chai may request photographs of the products, shipping box, shipping label, and packing materials.

If Sherpa Chai confirms an order-fulfillment error, we may send the correct item, refund the affected item, provide store credit, or offer another appropriate resolution.

7. ELIGIBLE NONFOOD MERCHANDISE

Eligible nonfood merchandise may include hats, apparel, books, and other merchandise sold through SherpaChai.com.

A merchandise return request must be submitted within 30 calendar days after delivery.

To qualify for a discretionary return, merchandise must be:

Unused
Unworn
Unwashed
Unaltered
Undamaged
Free from stains, odors, hair, or signs of use
In its original packaging when applicable
Returned with original tags, labels, inserts, accessories, and components

Books must be unread, unmarked, undamaged, and in resalable condition.

Sherpa Chai may deny a return when merchandise does not meet these conditions.

8. APPAREL SIZE EXCHANGES

An eligible apparel item may be exchanged for another available size when:

The exchange request is submitted within 30 calendar days after delivery
The item is unused, unworn, unwashed, and unaltered
The item remains in its original condition
The requested replacement size is available

An exchange is not guaranteed until Sherpa Chai receives and inspects the returned item.

If the requested size is unavailable, Sherpa Chai may offer:

Another available size
Store credit
A refund of the eligible product price
Another reasonable resolution

The customer is normally responsible for return shipping and replacement shipping for a discretionary sizing exchange.

Sherpa Chai will cover reasonable shipping costs when the customer received the wrong size because of a Sherpa Chai fulfillment error.

9. NONRETURNABLE ITEMS

The following items are generally not eligible for discretionary return:

Sherpa Chai concentrates
Other consumable products
Opened food or beverage products
Used, worn, washed, altered, or damaged merchandise
Merchandise without required tags, packaging, accessories, or components
Personalized or customized products
Items damaged after delivery through misuse, neglect, improper storage, or failure to follow product instructions
Items returned without authorization
Products not purchased directly through SherpaChai.com

This section does not prevent a remedy for a damaged, defective, incorrect, unsafe, or unfulfilled product when a remedy is required under this Policy or applicable law.

10. PRODUCTS PURCHASED FROM ANOTHER RETAILER

This Policy applies only to products purchased directly through SherpaChai.com.

Products purchased from a grocery store, marketplace, distributor, restaurant, or another retailer are subject to that seller’s return and refund policy.

Sherpa Chai may assist with a product-quality or safety concern, but proof of purchase may be required.

11. RETURN AUTHORIZATION

Customers must obtain authorization before returning any item.

To request authorization, email orders@sherpachai.com with the required order and product information.

If the return is approved, Sherpa Chai will provide:

Return instructions
The approved return address
Any return authorization information
Packaging requirements
Shipping responsibility information
Any applicable deadline for sending the return

Sending an item without authorization does not guarantee that Sherpa Chai will accept, replace, exchange, or refund it.

Sherpa Chai is not responsible for unauthorized returns sent to an incorrect address.

12. RETURN PACKAGING

Customers must package approved returns securely.

Returned merchandise should be protected against damage during transit and should include all approved items, tags, packaging, accessories, and components.

The customer may be responsible for damage caused by inadequate return packaging.

Sherpa Chai recommends using a trackable shipping service for customer-paid returns.

Sherpa Chai is not responsible for an authorized return that is lost before delivery to the approved return address when the customer selected and paid for the return carrier.

13. RETURN SHIPPING COSTS

Sherpa Chai will normally pay or reimburse reasonable return shipping costs when:

Sherpa Chai shipped the wrong eligible item
Eligible merchandise arrived damaged or defective
Sherpa Chai expressly agrees in writing to pay the return shipping cost

The customer is normally responsible for return shipping costs when:

The customer no longer wants eligible merchandise
The customer ordered the wrong item
An apparel return involves a sizing preference
The return resulted from an incorrect address provided by the customer
The shipment was refused or unclaimed
The return was not caused by a Sherpa Chai error

Return shipping costs are nonrefundable unless Sherpa Chai confirms otherwise or applicable law requires reimbursement.

14. INSPECTION OF RETURNED MERCHANDISE

All returned merchandise is subject to inspection.

Sherpa Chai may confirm:

The item is eligible for return
The return was submitted within the allowed period
The returned item matches the authorized return
The item remains unused and in its original condition
All required tags, packaging, accessories, and components are included
The item has not been damaged after delivery

Sherpa Chai may deny or reduce a refund when the returned item does not meet the requirements of this Policy, to the extent permitted by law.

15. REPLACEMENTS

When a replacement is approved, Sherpa Chai will normally send the replacement to the original eligible shipping address.

Replacement products remain subject to availability.

If the same product is unavailable, Sherpa Chai may offer:

A comparable product
Store credit
A refund
Another appropriate resolution

Sherpa Chai may require confirmation of the delivery address before sending a replacement.

16. REFUNDS

Approved refunds will be issued to the original payment method unless applicable law requires or Sherpa Chai expressly approves another method.

Sherpa Chai will normally initiate an approved refund within five business days after:

The claim is approved
Any required returned merchandise is received and inspected
Any requested information or evidence is provided

Your bank, card issuer, Shopify payment provider, or other financial institution may require additional time to post the refund to your account.

Sherpa Chai does not control the processing time of banks or payment providers after the refund has been initiated.

17. REFUND AMOUNTS

When a refund results from a Sherpa Chai error, damaged shipment, defective product, incorrect item, lost shipment, or unfulfilled order, the approved refund may include:

The affected product price
Applicable taxes charged on the affected product
Original shipping charges associated with the affected order or item when appropriate or legally required

When a customer returns eligible merchandise for a discretionary reason:

The eligible product price may be refunded
Applicable taxes on the refunded product may be refunded
Original shipping charges are normally nonrefundable
Return shipping charges are normally the customer’s responsibility
Replacement shipping charges may apply to an exchange

Discounts, promotions, and gift amounts will be reflected in the refund calculation. A refund will not exceed the amount actually paid for the affected product and eligible charges.

18. PARTIAL REFUNDS

Sherpa Chai may approve a partial refund when:

Only part of an order is affected
An item is returned with missing packaging or components
Merchandise shows handling beyond what is reasonably necessary to inspect it
A portion of a bundle or multi-item order is returned
The customer accepts a partial refund as the resolution

Any deduction will be applied only to the extent permitted by applicable law and this Policy.

19. SHIPPING CHARGES

Original shipping charges are normally nonrefundable for discretionary merchandise returns, sizing exchanges, refused shipments, unclaimed shipments, and address errors caused by the customer.

Original shipping charges may be refunded when:

Sherpa Chai cancels the entire order before shipment
Sherpa Chai cannot fulfill or ship the entire order
The shipment is confirmed lost in transit
The entire order is materially damaged or incorrect
Applicable law requires the shipping charge to be refunded

For a partially affected order, any shipping refund will be determined based on the affected item, the original order, and applicable law.

20. STORE CREDIT

Sherpa Chai may offer store credit when appropriate.

Store credit will be issued only with the customer’s agreement when consent is legally required.

Store credit:

Has no cash value unless required by law
May be limited to SherpaChai.com
May be subject to reasonable use conditions
Cannot be transferred unless Sherpa Chai permits the transfer

A customer will not be required to accept store credit when applicable law requires a monetary refund.

21. ORDER CANCELLATIONS

To request an order cancellation, contact orders@sherpachai.com as soon as possible.

Include:

Your order number
Your full name
The email address used for the order
A clear cancellation request

Cancellation is not guaranteed.

Orders may enter processing shortly after placement. An order normally cannot be cancelled after it:

Enters fulfillment
Has been packed
Has received a shipping label
Has been transferred to UPS
Has been delivered through an approved local hand-delivery arrangement

If cancellation is approved before shipment, Sherpa Chai will refund the amount collected for the cancelled order to the original payment method.

22. ORDER CHANGES

Customers may request changes to an order before fulfillment begins.

Requested changes may include:

Correcting a product selection
Changing a quantity
Correcting an eligible shipping address
Removing an item
Adding an item

Sherpa Chai cannot guarantee that an order can be changed after submission.

A requested change may affect:

Product availability
The order total
Taxes
Shipping charges
Processing time
Delivery estimates

Sherpa Chai may require payment of any additional amount before approving a change.

23. CANCELLATION AFTER SHIPMENT

An order cannot normally be cancelled after it has been transferred to UPS.

A customer should not refuse a shipment without first contacting Sherpa Chai.

A refused or unclaimed shipment may be subject to:

Original shipping charges
UPS return charges
Address-correction fees
Intercept fees
Reshipping fees
Reduced or denied refunds for consumable products that cannot be safely resold

Any refund will be determined after the package is returned and inspected.

24. SHERPA CHAI CANCELLATIONS

Sherpa Chai may cancel all or part of an order because of:

Product unavailability
Inventory errors
Pricing errors
Payment failure
Fraud concerns
Address restrictions
Shipping restrictions
Product recalls
Safety concerns
Legal restrictions
Events outside our reasonable control

If Sherpa Chai cancels an item or order after collecting payment, we will refund the amount charged for the cancelled item or order, including applicable shipping charges when legally required.

25. SHIPPING DELAYS AND CUSTOMER CANCELLATION RIGHTS

Processing and delivery estimates are governed by the Sherpa Chai Shipping Policy.

If Sherpa Chai cannot ship within the promised timeframe, we will provide any notice, request for consent to delay, cancellation option, or refund required by applicable law.

If a customer properly cancels an unshipped order because Sherpa Chai cannot meet the promised shipping timeframe, Sherpa Chai will refund the applicable amount paid for the cancelled merchandise and associated charges as required by law.

26. PAYMENT DISPUTES AND CHARGEBACKS

Customers should contact orders@sherpachai.com before initiating a payment dispute or chargeback so Sherpa Chai has an opportunity to investigate and resolve the issue.

This request does not limit any lawful right to dispute a charge with a bank, card issuer, payment provider, or government authority.

Sherpa Chai may provide order, tracking, delivery, communication, return, and refund records to the payment provider when responding to a dispute.

27. RETURN AND REFUND ABUSE

Sherpa Chai reserves the right to limit or deny a return, replacement, exchange, store credit, or refund when we reasonably determine that fraud, repeated misuse, policy manipulation, false information, altered evidence, chargeback abuse, or other return-policy abuse has occurred.

Examples may include:

Repeated claims involving products confirmed as delivered
Returning a different item from the item purchased
Submitting altered or misleading photographs
Making knowingly false damage or quality claims
Using or wearing merchandise before returning it as unused
Repeatedly refusing or failing to claim shipments
Attempting to obtain both a refund and a chargeback for the same purchase

Sherpa Chai may restrict future purchases or accounts associated with confirmed abuse.

This section does not limit any right or remedy that cannot legally be waived.

28. ERRORS AND EXCEPTIONS

Sherpa Chai may correct an administrative, pricing, refund, or processing error.

An exception approved for one customer or order does not require Sherpa Chai to approve the same exception for another customer or order.

Only an authorized Sherpa Chai representative may approve an exception to this Policy.

29. CHANGES TO THIS POLICY

Sherpa Chai may update this Policy to reflect changes in products, fulfillment practices, payment processing, return procedures, technology, or legal obligations.

The revised Policy will be posted on SherpaChai.com with an updated “Last Updated” date.

The version in effect when an order is accepted will generally govern that order, except where applicable law requires otherwise.

30. CUSTOMER RIGHTS

Nothing in this Policy excludes or limits a warranty, refund, replacement, cancellation right, or other consumer remedy that cannot legally be excluded or limited.

Where this Policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement will control.

31. CONTACT INFORMATION

For return, replacement, exchange, refund, product-quality, or cancellation requests, contact: