Returns & Refunds

1. Cancelling an order

You may cancel free of charge at any point before the parcel leaves our facility. We dispatch within 3 working days, so the earlier you tell us the easier it is.

• Prepaid, not yet dispatched: full refund including shipping, to the original payment method.
• Cash on Delivery, not yet dispatched: nothing was charged, so nothing needs refunding.
• Already dispatched: refuse the parcel at your door, or return it once it arrives.
• Wrong address: tell us within 24 hours of ordering and we will correct it before dispatch.
• Made-to-measure clothing: cancellable only within 24 hours of confirming your measurements, after which work has begun.

2. Food, wellness and skincare — 7 or 30 days

Our dry fruits, nuts and foods are natural products with no added preservatives. They lose freshness quickly once they leave controlled storage, so the return window depends on what you ordered:

• 7 days from delivery: dry fruits and nuts, dates, kahwa, spices, honey, cold-pressed oils, jams, preserves and sweets.
• 30 days from delivery: saffron, shilajit and skincare, which keep well when sealed.

In every case the item must be unopened, unused, and in its original packaging with seals and labels intact. Moonlight Walnut Fudge follows its own rules, set out in section 4.

We cannot accept

• Any opened, tasted or partly used product
• Jars, bottles or tubes with a broken safety or cap seal
• Items spoiled by storage after delivery — heat, damp or direct sunlight
• Products returned without their original packaging, labels or batch details
• Requests raised after the return window for that product (7 or 30 days)

These are consumable goods and cannot be resold once opened, which is why the seal matters. This restriction does not apply where an item arrives faulty — see section 5.

3. Clothing and handicraft — 15 days

Returnable within 15 days of delivery, provided the garment is:

• Unworn, unwashed and free of stains, perfume, deodorant or alteration marks
• Complete with all original tags, labels and hangtags still attached
• In its original packaging, with any dust bag or accessories included

We cannot accept

• Made-to-measure, customised or personalised pieces, including custom embroidery
• Garments worn, washed, dry-cleaned or altered by a tailor
• Items returned without tags, or with tags removed and reattached
• Innerwear and any item marked non-returnable on its product page, for hygiene reasons

On variation

Where a piece is hand-worked, hand-woven or naturally dyed, small differences in shade, stitch density, motif placement or weave texture from the photograph are inherent to the craft rather than defects, and are not by themselves grounds for return. Screen calibration also affects how colours appear. Genuine defects — open seams, pulled threads, holes, missing embroidery or broken fastenings — are covered in full.

4. Moonlight Walnut Fudge — a resold, delicate product

This fudge is set in desi ghee, which makes it delicate and sensitive to heat. Please read the following before ordering:

• It is fragile in transit. Pieces can crack, crumble, soften, sweat ghee or lose shape on the way, especially in warm weather. Some change in shape or texture is not by itself a defect.
• It needs refrigeration in warm weather. Move it to the fridge on arrival in summer or humid conditions. We cannot accept claims for spoilage caused by storage after delivery.
• No change-of-mind returns. As a perishable food, it cannot be returned once delivered unless it arrives damaged, spoiled or wrong.
• Damage claims: report within 48 hours of delivery with photographs of the product, the pack and the shipping label.
• Availability: because we depend on the manufacturer’s supply, a replacement may not always be in stock. Where it is not, we refund you in full instead.
• Recipe and quality questions about how the product is made are passed on to the manufacturer.

5. Damaged, wrong or missing items

If you notice a problem after opening the outer box, contact us within 48 hours of delivery for any of the following:

• Product damaged, leaking, torn or crushed in transit
• A food item spoiled or past its best-before date on arrival
• A garment with a manufacturing defect
• A wrong product, size or colour sent by mistake
• An item missing from your order
• A genuine quality concern — for example, saffron that does not release colour as expected

Please send clear photographs of the product, the packaging and the shipping label; keep the original box, tags and packing material until the case is closed; and do not consume a food product or wear a garment you believe to be defective.

In all such cases we arrange free return pickup or reimburse your return courier charges, and you choose between a full refund and a replacement (subject to stock).

6. How to return an item

1. Message us on WhatsApp at +91 88999 37924 or email contact@kashmironlinestore.com within the window that applies to your item, quoting your order number.
2. Share the reason for return, and photographs if it is a damage or quality issue.
3. We confirm the return and issue a return reference number.
4. Pack the item securely in its original packaging — with tags attached, for clothing — and write the return reference and order number on the parcel.
5. Ship it to the returns address below and send us the courier tracking number.
6. We inspect it on arrival and process your refund, exchange or replacement.

Please do not ship a return before we have confirmed it. Unannounced parcels are difficult to trace and slow everything down.

7. Refunds

Once the return reaches us and passes inspection, the refund is issued within 5 to 7 working days to your original payment method. Your bank or payment provider may take a few additional days to show the credit.

• UPI, cards, net banking and wallets: refunded to the same account or card used at checkout.
• Cash on Delivery: refunded by bank transfer — we will ask for your account number and IFSC.
• Product value: refunded in full on eligible returns, less the ₹200 return courier charge on clothing returns.
• Original shipping: refunded where the return arises from our error, damage or a defect.
• Return courier cost: clothing returns and exchanges carry a flat ₹200 charge; for other change-of-mind returns the courier cost is borne by you. Wherever the fault is ours, return shipping is free.

A partial refund may apply where original packaging is missing, where a garment is returned without its tags, or where only part of a combo or gift box is unused.

8. Exchanges

You may exchange an eligible item for another of the same value within its return window, subject to stock — commonly a different pack size, a different grade of saffron or almonds, or for clothing a different size or colour (with the ₹200 courier charge). Exchanges are usually completed within 7 to 10 working days of the returned item reaching us. Where the replacement costs more we send a payment link for the difference; where it costs less, the balance is refunded.

9. International orders

International orders are arranged individually over WhatsApp and are prepaid only. Returns from outside India are handled case by case, since return shipping is usually impractical and often costs more than the goods. Please ask us anything you are unsure about before ordering. Customs duties and import taxes paid in your country are not refundable by us.

10. Returns address

11. Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or any other law that cannot be excluded by agreement.