Refund, Return
& Replacement
Policy

This policy explains how to raise a concern about an order placed through KASHMIRCART, and how returns, replacements and refunds are considered. It covers our range of food, agricultural, personal-care and other products.

For help, contact us by email, phone or WhatsApp. Please also read our Shipping Policy, Terms & Conditions and Privacy Policy, alongside any applicable terms disclosed for your product and order.

Let us know as soon as you reasonably can if an order is damaged, incorrect, incomplete or otherwise gives you cause for concern. Share your order number, a short description and any helpful information you have.

We review the circumstances, the information available, the terms disclosed for the order and applicable law. The appropriate resolution may include a return, replacement or refund. Where a remedy is required by law, it is not merely a matter of goodwill or discretion.

Please contact us if you receive:

• A wrong product, size, variant, quantity or item.
• A product damaged during delivery, defective, unusable or apparently spurious.
• An incomplete order or an item missing from a parcel.
• A product materially different from what was ordered, agreed or described.
• Another issue for which applicable consumer law provides a remedy, including late delivery where the law applies.

We may ask for information reasonably needed to understand the issue. Not having an unboxing video or the original packaging does not, by itself, take away your statutory rights.

Some requests may involve special considerations because of the nature of the product. These can include perishable food and agricultural goods, opened or consumed food, personal-care or hygiene products, customised goods, and products that cannot reasonably be resold for health or hygiene reasons.

Any applicable restriction must be lawful and disclosed before purchase where required. Damage caused by misuse may also be relevant to an assessment. A category, an opened seal or the condition of a product does not remove a remedy that the law requires for defective, damaged, misdescribed or incorrectly supplied goods. Ask us about a change-of-mind request and the terms applicable to your order.

Please tell us if a parcel or product arrives crushed, broken, leaking, visibly deteriorated, contaminated, or with damaged packaging or a damaged seal. Describe what you noticed and when you noticed it.

Your order ID, photographs of the product and packaging, and a brief description can help us investigate. An unboxing video can be helpful if you have one, but it is not an absolute condition for raising a complaint or exercising a legal right.

If you receive the wrong product, packaging, size, quantity or variant, tell us what you ordered and what arrived. Please share your order ID and, where reasonably available, a photograph of the item and its label.

We will review the order details and the information you provide, then explain the appropriate next steps, including any return, replacement or refund that applies.

If something is missing from a parcel, tell us the item and quantity expected and what was actually received. If a parcel is marked delivered but you have not received it, please tell us that separately so we can look into the delivery.

Check the order confirmation and shipment messages. If a message says the order is being sent in more than one parcel, check whether the item is expected separately. If the item was not included in the confirmed order, let us know and we can help you check the order details.

Contact us about a defect, an applicable expiry or use-by date that has passed, visible deterioration, a packaging or seal problem, or a material difference from the product's disclosed specifications. Where available, a photograph of the label, batch or date marking can help us identify the item.

For food: do not consume an item that appears unsafe, contaminated, deteriorated or improperly sealed. Keep it safely, where reasonably possible, and contact us for guidance. Do not taste a product to investigate a suspected safety problem.

1. Contact our team by email, phone or WhatsApp.
2. Share your order ID and identify the product or items concerned.
3. Explain the issue and the resolution you are seeking.
4. Share helpful evidence, such as photographs, where reasonably necessary and available.
5. Allow us to review the information and ask any relevant follow-up questions.
6. Receive the next steps for any applicable return, replacement or refund.

If a photograph, video or packaging is unavailable, tell us what information you do have. Please do not send a product back until you have contacted us and received suitable instructions.

If a return is appropriate, our team will explain the available arrangements, whether pickup or self-shipping is needed, the return destination and any lawful charges before you send the item. Pickup availability can depend on the order and location; it is not assumed.

We will not ask you to bear return-shipping costs where applicable law requires those costs to be borne by us. For an issue caused by us, the manufacturer or delivery, we will handle responsibility in accordance with applicable law. If you are asked to package an item, use safe, suitable packaging where reasonably possible, especially for glass, liquids or damaged goods.

You may request a replacement for an incorrect, damaged or defective item. Whether replacement is an appropriate and available resolution depends on the circumstances, product availability and applicable law.

If the same item is unavailable, we will discuss the available options, including a refund or another applicable remedy. We will not substitute a different product without your consent. If a replacement is agreed, our team will explain its dispatch arrangements.

A refund may be appropriate when payment was collected for an accepted cancellation, when we cancel an order or cannot supply a paid-for item, or when a damaged, defective or incorrectly supplied item warrants a refund. Other circumstances may also give rise to a refund under applicable law.

We may need to verify the order and the issue, but a refund required by law cannot be refused simply at our discretion. If only part of a prepaid order is cancelled by us, the amount paid for the cancelled item or items will be refunded.

For prepaid orders, refunds are normally sent to the original payment method where supported and appropriate. If that is not possible, we will explain the available option before proceeding, in line with applicable law. A different product or store credit will not be substituted for a refund without your consent.

For a paid Cash on Delivery order, our team will explain the applicable refund method and any minimum information needed. We will never ask for your OTP, UPI PIN, card CVV, internet-banking password or full payment-card credentials.

There are separate stages: we review the request, initiate an approved refund, and then the bank or payment provider processes it. The time needed can differ by order and payment method.

When a refund is approved, we will tell you the applicable expected timeline for initiation and any information available about subsequent processing. Accepted refunds are handled subject to applicable legal requirements and payment-provider rules. If a refund has not arrived, contact us with your order ID for an update.

Where only part of an order is cancelled or an issue concerns only certain items, the refund may relate to the affected portion. We will explain the calculation, including any applicable tax or other amount due under the law.

Any deduction must have a lawful and disclosed basis. We do not use an arbitrary handling charge or penalty to reduce a refund.

To request cancellation, contact us as early as reasonably possible with your order ID. Whether the order has already been prepared or dispatched may affect what can be done operationally. We will explain the available next steps; dispatch does not remove a statutory remedy.

If a cancellation is accepted and payment was collected, the applicable amount will be refunded. For the existing cancellation guidance, see the Shipping Policy and Terms & Conditions. No cancellation cutoff or penalty is introduced by this page.

Cash on Delivery may be available for eligible orders and destinations, as shown at checkout. If you paid for a COD order and a refund is due, contact us with your order ID. We will explain the method available for that refund, the minimum details needed and how to check its status.

Do not share an OTP, UPI PIN, CVV, password or full card credentials. If anyone asks for them while claiming to arrange a refund, do not share them and contact us through the verified details on this page.

Check your order confirmation and any dispatch or tracking information shared for your shipment. If your account displays order details, you can also refer to those. If information is unavailable or you checked out without an account, contact us with your order ID.

For the status of a return, replacement or refund, ask customer support. We do not ask you to use a refund-status dashboard or provide payment credentials to check progress.

Please give accurate order details, report a concern as soon as reasonably possible and cooperate with a fair investigation. Keep the product and its packaging where reasonably possible, and do not continue to use or consume a product you believe is defective or unsafe.

These practical requests do not cancel your statutory rights if you cannot meet one of them.

We may investigate evidence of deliberate product damage, material misrepresentation, repeated fraudulent claims or abusive use of the process. Any review will be proportionate to the circumstances and applicable law, and you may explain or provide relevant information.

A genuine request is not automatically rejected because you have raised a previous complaint or exercised a consumer right.

This policy does not override applicable Indian consumer-protection law. Your statutory rights and remedies remain available, including those relating to defective, deficient, spurious, damaged, misdescribed or incorrectly supplied goods where the law applies.

Nothing here is intended to unlawfully restrict access to consumer grievance mechanisms or legal remedies. You may contact the National Consumer Helpline or pursue a remedy before the appropriate consumer authority or commission as permitted by law.

Information you share about a return or refund request is handled in accordance with our Privacy Policy and applicable law. Please share only the information reasonably needed to identify the order and investigate the issue.

Do not send passwords, OTPs, UPI PINs, card CVVs or full payment-card credentials through email, phone or WhatsApp.

We may update this policy as our services, processes or applicable requirements change. Updates will be published on this page. Changes do not retrospectively remove rights that have already accrued or any rights protected by applicable law.