Refund & Return
Policy
Overview
At The Kashmir Craft, we take great pride in the quality and authenticity of every product we ship — from our GI-tagged Mongra Saffron to our handpicked dry fruits, spices, and artisan goods. We want you to be fully satisfied with your purchase.
If you receive a product that is damaged, defective, or significantly different from what was described, we will make it right. Please read this policy carefully to understand what is eligible for return or refund and the process to follow.
Eligible for Return / Refund
A return or refund request will be considered valid under the following circumstances:
- Product received is damaged or broken due to transit handling.
- Product received is defective, spoiled, or unfit for consumption upon arrival.
- Wrong product delivered — item received does not match your order.
- Product is significantly different from the description on our website (e.g., wrong variety, incorrect weight).
- Product packaging is tampered with or seal is broken on delivery.
Not Eligible for Return / Refund
We are unable to process returns or refunds in the following cases:
- Return request raised after 7 days from the date of delivery.
- Product has been used, partially consumed, or opened (unless the issue was evident on opening).
- Damage caused by improper storage or handling by the customer after delivery.
- Change of mind, dislike of taste or aroma, or subjective dissatisfaction not related to product quality or defect.
- Products purchased during a sale, promotional offer, or at a discounted price (unless defective).
- Orders with incorrect address provided by the customer leading to failed delivery.
How to Raise a Request
Follow these steps to initiate a return or refund request:
Refund Process
Once your return or refund request is approved, the refund will be processed to your original payment method within 5–7 business days. Depending on your bank or payment provider, it may take additional time to reflect in your account.
For Cash on Delivery (COD) orders, refunds will be issued as store credit or via bank transfer (NEFT/UPI) upon collection of your bank details. Shipping charges, if any, are non-refundable unless the return is due to our error.
Replacement Policy
Where a product is found to be damaged or defective and is in stock, we will offer a free replacement at no additional charge. Replacement shipments follow the same dispatch and delivery timeline as regular orders — dispatched within 48 hours, delivered in 5–7 business days.
In cases where the product is out of stock, a full refund will be processed instead.
Order Cancellations
Orders can be cancelled before dispatch (i.e., within 48 hours of order confirmation). To cancel, contact us immediately via email or WhatsApp with your order number.
Once an order has been dispatched, it cannot be cancelled. You may initiate a return after delivery if the product qualifies under our return policy above.
Your Rights Under Indian Law
This policy is in addition to, and does not limit, your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. As a consumer purchasing from an Indian e-commerce platform, you are entitled to a grievance redressal mechanism. If your complaint is not resolved to your satisfaction, you may approach the National Consumer Disputes Redressal Commission (NCDRC) or the relevant State Consumer Forum.
For any unresolved disputes, please contact our Nodal Officer at [email protected].
Disclaimer
The Kashmir Craft reserves the right to amend this Refund & Return Policy at any time without prior notice. The most current version will always be available on this page. Continued use of our website constitutes acceptance of any revised policy.
This policy is governed by the laws of India. Disputes shall be subject to the jurisdiction of courts in Jammu & Kashmir.
Get in Touch
Need help with a return or refund? Reach out — we typically respond within 24 hours.
