Refund policy

 

Craft Kashmir — Refund, Return and Cancellation Policy

Last updated: 13 October 2026

At Craft Kashmir, we want you to be happy with your purchase. If you receive an item that does not meet your expectations, please review our return, refund and cancellation policy below.

This policy applies to purchases made through www.craftkashmir.com.

1. Return Eligibility

For eligible non-food products, including shawls, suits, kurtis, pherans and other apparel or accessories, you may request a return within 7 days of delivery.

To qualify for a return:

  • The item must be unused, unworn, unwashed and undamaged.
  • The item must be returned in its original condition, with original packaging, tags and accessories where applicable.
  • Proof of purchase or your order number must be provided.
  • You must contact us within 7 days of delivery to initiate the return.

Please do not send an item back before contacting us and receiving return instructions.

Items that do not meet these conditions may be ineligible for a change-of-mind return. This does not affect any rights you may have under applicable consumer protection laws.

2. Damaged, Defective, Incorrect or Misdescribed Products

If you receive a damaged, defective or incorrect item, or an item that materially differs from its description, please contact us as soon as possible.

Please provide:

  • Your order number.
  • A description of the problem.
  • Clear photographs or a video showing the issue, where reasonably possible.

We will review your request and, where appropriate, arrange a replacement, repair, return or refund in accordance with applicable law.

A customer will not be denied a remedy solely because the original packaging is unavailable where such a requirement would be unlawful or unreasonable under applicable law.

3. Food Products

For food products, including Kashmiri saffron, dry fruits, kahwah and other edible items, returns are generally accepted only where the product is damaged, defective, incorrect or otherwise eligible for a remedy under applicable law.

For food safety reasons, we generally cannot accept change-of-mind returns of food products.

Please report any issue promptly and retain the product and packaging until we advise you on the next steps.

Nothing in this section limits any mandatory rights or remedies available to consumers under applicable law.

4. Return Shipping Costs

Craft Kashmir will cover return shipping costs for all returns approved under this policy.

Please contact us before shipping a product back. We will provide the applicable return instructions and explain how the return shipment will be arranged.

Where a return is approved, do not pay for return shipping unless we have specifically agreed to an arrangement with you in writing.

5. Refund Method

Once your returned product has been received and inspected, we will inform you whether your refund has been approved.

  • Prepaid orders: Approved refunds will be issued to the original payment method, wherever supported by the payment provider.
  • Cash on Delivery (COD) orders: Approved refunds will be made by bank transfer to the bank account details provided by the customer and reasonably verified for the refund.
  • Partial returns: Where only some items from an order are returned, the refund will cover the eligible returned items and any applicable adjustments required by law.

Original shipping charges, discounts and other charges will be handled in accordance with the applicable order terms and consumer protection law.

6. Refund Processing Time

After a return is received and approved, Craft Kashmir aims to initiate the refund within 5–7 business days.

The time taken for the amount to appear in your account may depend on your bank, card issuer, payment gateway or other payment provider.

If a refund is delayed beyond the applicable legal or payment-processing period, please contact us with your order number so that we can investigate.

7. Order Cancellation

If you wish to cancel an order, contact Craft Kashmir as soon as possible and include your order number.

  • Before dispatch: We will review your cancellation request and, where the order can be cancelled, confirm the cancellation and process any applicable refund.
  • After dispatch: Cancellation may no longer be possible. You may request a return after delivery if the product qualifies under this policy or applicable law.
  • Cancellation by Craft Kashmir: If we cancel an order and payment has already been collected, we will arrange the applicable refund.

We will not impose cancellation charges on consumers except where permitted by applicable law. No term in this policy excludes statutory consumer rights.

8. Exchanges

If you would prefer a different product, colour or size, please contact us.

Exchanges are subject to product availability and confirmation by Craft Kashmir. If an exchange cannot be arranged, an eligible return and refund may be offered in accordance with this policy and applicable law.

9. International Orders

International customers may request returns under this policy, subject to the applicable laws and any mandatory consumer rights in the destination country.

For approved returns under this policy, Craft Kashmir will cover return shipping costs in accordance with the return arrangements provided to the customer.

Customs duties, import taxes and other cross-border charges will be handled in accordance with applicable law and the terms disclosed for the order. Any refund or adjustment of such charges will depend on the relevant customs, tax and payment arrangements.

Where the laws of the destination country provide stronger or additional mandatory consumer rights, those rights will apply.

10. How to Request a Return or Refund

To start a return, cancellation or refund request:

  1. Visit www.craftkashmir.com.
  2. Use the Contact page or the customer contact details provided in your order confirmation.
  3. Include your order number, the product name and the reason for your request.
  4. Attach photographs or other supporting information if your item arrived damaged, defective or incorrect.
  5. Wait for our instructions before sending any product back.

We will review your request and explain the next steps.

11. Consumer Rights and Applicable Law

This policy is intended to operate in accordance with applicable Indian consumer protection laws, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and applicable amendments.

Nothing in this policy is intended to waive, restrict or exclude a consumer’s mandatory statutory rights or remedies.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

12. Contact Us

For return, refund, exchange or cancellation enquiries, please use the Contact page on www.craftkashmir.com or the contact details supplied in your order confirmation.

Please include your order number so that we can assist you efficiently.

Craft Kashmir
Website: https://www.craftkashmir.com/