Damaged / Missing Item Policy

Ceyloessence

At Ceyloessence, we carefully pack our Ceylon vanilla beans, tea, cinnamon, spices, and related natural products to ensure they reach customers safely. However, in rare cases, an item may arrive damaged, incorrect, incomplete, or may be delayed/missing during transit.

This policy explains how we handle damaged, wrong, incomplete, delayed, or missing items.

1. Damaged Items

If your item arrives damaged, please contact us within 48 hours of delivery.

To help us review the issue quickly, please provide:

• Your order number
• Clear photos of the damaged product
• Clear photos of the outer packaging
• Clear photos of the inner packaging
• A short description of the damage

After reviewing the issue, we may offer a replacement, refund, partial refund, or suitable solution, depending on the situation.

2. Wrong or Incorrect Items

If you receive the wrong item, wrong product type, wrong quantity, or a product different from your order, please contact us within 48 hours of delivery.

Please provide:

• Your order number
• Clear photos of the item received
• Clear photos of the packaging
• A short description of the issue

Once verified, we may arrange a replacement, refund, partial refund, or suitable solution.

3. Missing Items from an Order

If part of your order is missing, please contact us within 48 hours of delivery.

Please provide:

• Your order number
• A clear photo of all items received
• A clear photo of the packaging
• A short explanation of what is missing

After checking the order details, packing records, and available evidence, we may arrange a replacement, refund, partial refund, or suitable solution.

4. Missing or Delayed Parcels

International deliveries may sometimes be delayed due to customs inspections, postal delays, courier delays, public holidays, weather conditions, security checks, or local delivery issues.

If your parcel has not arrived within the estimated delivery period, please contact us and we will assist you with tracking information where possible.

A parcel will not be treated as missing until a reasonable investigation period has passed with the postal service, courier service, or logistics provider.

5. Tracking Shows Delivered

If tracking shows that your parcel was delivered but you have not received it, please take the following steps first:

• Check with household members, neighbors, building reception, or security office
• Check safe places around the delivery address
• Contact your local postal service or courier office
• Confirm that the shipping address provided at checkout was correct

Ceyloessence is not responsible for parcels marked as delivered by the postal service or courier service, but we will assist where possible.

6. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Ceyloessence is not responsible for missing, delayed, returned, or failed deliveries caused by incorrect or incomplete shipping information provided by the customer.

If the parcel is returned to us due to an incorrect address, failed delivery attempt, or failure to collect, additional shipping charges may apply for reshipment.

7. Customs Delays or Holds

For international orders, parcels may be held by customs for inspection or clearance.

Ceyloessence is not responsible for delays, holds, confiscation, return, or additional charges caused by customs authorities, import restrictions, or the customer’s failure to comply with local import rules.

Please refer to our Customs, Duties & Import Tax Policy for more information.

8. Evidence Requirement

To process a damaged, wrong, incomplete, or missing item claim, we may request photos, tracking information, delivery confirmation, packaging evidence, or other reasonable proof.

Claims without sufficient evidence may not be accepted.

9. Resolution Options

Depending on the situation, evidence, product availability, and shipping conditions, Ceyloessence may offer one of the following solutions:

• Replacement item
• Full refund
• Partial refund
• Store credit
• Reshipment
• Other suitable solution agreed with the customer

The final resolution will be decided after reviewing the claim.

10. Contact Us

For damaged, wrong, incomplete, delayed, or missing item issues, please contact us as soon as possible:

Ceyloessence
Email: admin@ceyloessence.com / ceyloessence@gmail.com
WhatsApp: +94 71 55 93 500 / +94 77 55 93 500
Website: https://ceyloessence.com/

Please include your order number when contacting us.

Last updated: 05/06/2026