Shipping & Return Policy

SHIPPING, RETURNS, CANCELLATIONS & REFUND POLICY

Kashmir Vista Enterprises (OPC) Private Limited
Website: kashmirvista.com
Last Updated: 28 September 2026

At Kashmir Vista, we want every order to reach you safely, securely and in excellent condition.

Whether you are ordering premium dry fruits, saffron, honey, Kashmiri foods, handicrafts, textiles, home décor or a carefully curated gift, we aim to make your shopping experience transparent from checkout to delivery.

This policy explains our shipping, delivery, cancellation, return, replacement and refund procedures.

1. SHIPPING COVERAGE

Kashmir Vista currently aims to deliver to serviceable locations across India.

Delivery availability depends on:

• destination PIN code;
• courier-partner coverage;
• product type;
• package dimensions;
• applicable shipping restrictions; and
• other operational considerations.

Some remote or restricted locations may not be serviceable by our logistics partners.

International shipping, if introduced, will be subject to separate shipping charges, customs requirements, duties and delivery conditions.

2. ORDER PROCESSING

Once your order is successfully placed and payment is confirmed, we begin processing it for dispatch.

Most standard orders are generally prepared for dispatch within:

1–3 business days

This is an estimated processing period rather than a guaranteed dispatch time.

Customized, personalized, handmade, made-to-order, corporate-gifting or bulk orders may require additional processing time.

The expected timeline for such orders may be communicated separately.

3. DELIVERY TIME

After dispatch, delivery generally takes approximately:

3–7 business days for many serviceable locations within India.

Remote locations may take longer.

Accordingly, most standard orders may normally be expected within approximately:

4–10 business days from order confirmation

These timelines are estimates and may vary depending upon destination and courier operations.

4. DELIVERY WITHIN JAMMU & KASHMIR

Orders within Jammu & Kashmir may be delivered sooner depending upon the destination and courier serviceability.

Local delivery options may also be introduced for selected areas.

The estimated delivery time shown during checkout or communicated after dispatch should be treated as the relevant estimate for your order.

5. DELIVERY DELAYS

Although we make reasonable efforts to deliver orders within the estimated period, delays can occasionally occur because of circumstances outside our direct control.

These may include:

• adverse weather;
• snowfall;
• landslides;
• road closures;
• transport disruption;
• courier delays;
• strikes;
• public holidays;
• festivals;
• natural disasters;
• regulatory restrictions;
• security-related restrictions;
• high seasonal order volumes; or
• other unforeseen circumstances.

This can be particularly relevant to shipments originating from or travelling through mountainous regions.

We will make reasonable efforts to assist if your shipment is materially delayed.

6. SHIPPING CHARGES

Shipping charges, where applicable, will be displayed during checkout before payment.

Shipping charges may depend upon:

• order value;
• package weight;
• volumetric weight;
• destination;
• product category; and
• promotional offers.

Kashmir Vista may periodically offer:

FREE SHIPPING

on orders above a specified purchase value.

The applicable threshold, if any, will be displayed on the Website or during checkout.

Promotional free-shipping offers may be modified from time to time.

7. ORDER TRACKING

Once your order has been dispatched, tracking information may be provided through one or more of the following:

• email;
• SMS;
• WhatsApp;
• customer account; or
• another communication channel provided at checkout.

Tracking information may take some time to become active after the shipment is handed over to the courier.

8. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address.

Please ensure that your order contains the correct:

• recipient name;
• house/building number;
• street/locality;
• landmark, where helpful;
• city;
• state;
• PIN code; and
• active mobile number.

Kashmir Vista cannot guarantee successful delivery where incorrect or incomplete information has been provided.

If you notice an error in your address, contact us as quickly as possible at:

info@kashmirvista.com

or

+91 6006842300

We will attempt to update the address if the order has not already been processed or dispatched.

9. CASH ON DELIVERY

Cash on Delivery (“COD”), where available, may be offered for selected:

• PIN codes;
• products;
• customers; and
• order values.

COD availability will be displayed during checkout.

We may contact you to verify a COD order before dispatch.

Repeated refusal of confirmed COD orders or misuse of COD facilities may result in restrictions on future COD availability, where permitted by applicable law.

10. DELIVERY ATTEMPTS

Our courier partner may contact you before or during delivery.

Please ensure that the telephone number provided with your order remains reachable.

If delivery fails because:

• the recipient is unavailable;
• the address is incorrect;
• the customer cannot be contacted;
• the customer refuses delivery; or
• repeated delivery attempts are unsuccessful,

the package may be returned to Kashmir Vista.

This is commonly referred to as Return to Origin (RTO).

11. RETURN TO ORIGIN — RTO

If an order is returned to us because of an unsuccessful delivery, we will review the circumstances.

Where the failed delivery resulted from incorrect customer information, repeated unavailability or unjustified refusal of an otherwise correct order, additional shipping costs may apply to a requested reshipment where permitted by law.

Prepaid-order refunds for RTO shipments will be handled according to applicable law and the circumstances of the return.

12. INSPECT YOUR PACKAGE

Please inspect the outer package when receiving your order.

If the package appears:

• opened;
• severely damaged;
• torn;
• wet;
• resealed;
• crushed; or
• visibly tampered with,

please photograph the parcel before opening it where reasonably possible.

For significantly tampered parcels, you may refuse delivery and contact us immediately.

13. UNBOXING VIDEO — RECOMMENDED

For higher-value purchases, gift hampers, fragile handicrafts and multi-product orders, we strongly recommend recording a continuous unboxing video.

Start recording before opening the outer package and capture:

• shipping label;
• sealed package;
• opening process;
• products received; and
• any visible damage or missing items.

An unboxing video can help us investigate a claim more quickly.

However, the absence of an unboxing video does not automatically remove any statutory consumer right.

14. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please contact Kashmir Vista promptly if you receive:

• a damaged product;
• a defective product;
• an incorrect product;
• an incorrect quantity;
• an item materially different from what was ordered; or
• a package with missing products.

We recommend reporting such issues within:

48 hours of delivery

This allows us to investigate courier and fulfilment issues promptly.

Please provide:

• order number;
• customer name;
• description of the issue;
• photographs of the product;
• photographs of the packaging;
• shipping label; and
• unboxing video, if available.

Contact:

Email: info@kashmirvista.com
Phone: +91 6006842300

After verification, we may provide an appropriate remedy such as:

• replacement;
• refund;
• reshipment;
• store credit, where accepted by the customer; or
• another remedy required under applicable law.

15. FOOD PRODUCTS — RETURN CONDITIONS

Because food products involve hygiene, safety and quality considerations, returns based purely on change of mind generally cannot be accepted after delivery for opened or otherwise non-resalable food items, where permitted by law.

This category may include:

• dry fruits;
• nuts;
• seeds;
• saffron;
• honey;
• spices;
• tea;
• kehwa;
• rice;
• snacks;
• dried fruits;
• packaged foods; and
• other edible products.

However, please contact us if a food product is:

• incorrect;
• damaged in transit;
• leaking;
• improperly sealed;
• expired at delivery;
• materially defective; or
• otherwise not compliant with the order or applicable consumer requirements.

Eligible cases will be reviewed for replacement, refund or another appropriate remedy.

16. OPENED FOOD PRODUCTS

We generally cannot accept a return of an opened food product solely because:

• the customer changed their mind;
• the customer no longer wants the product;
• the customer ordered the wrong product; or
• the customer's personal taste preference differs.

This restriction is necessary for food safety and hygiene.

It does not prevent a customer from raising a genuine complaint regarding quality, contamination, misdescription, defect or another legally protected issue.

17. NATURAL VARIATION IN FOOD

Many Kashmir Vista food products are agricultural or naturally occurring products.

Products such as:

• walnuts;
• almonds;
• cashews;
• pistachios;
• pine nuts;
• raisins;
• figs;
• apricots;
• dates;
• saffron;
• honey; and
• seeds

may naturally vary between batches in:

• size;
• shape;
• colour;
• texture;
• aroma;
• flavour;
• moisture; and
• appearance.

Reasonable natural variations are not necessarily defects.

18. HANDICRAFT RETURNS

Eligible non-food products may be considered for return subject to product condition and the applicable return terms.

For an eligible return, the product should generally be:

• unused;
• unworn, where applicable;
• undamaged;
• unwashed;
• unaltered;
• in its original condition; and
• accompanied by original packaging, tags and accessories where supplied.

Please contact us before sending any product back.

Do not independently courier a return without receiving return instructions from Kashmir Vista.

19. HANDMADE PRODUCT VARIATIONS

Many Kashmiri handicrafts are handmade.

Small differences in:

• colour;
• embroidery;
• carving;
• painting;
• pattern;
• texture;
• dimensions;
• wood grain; and
• finishing

may occur from one piece to another.

These differences are part of the character of handmade craftsmanship and do not automatically constitute defects.

Where a product is materially different from its description or is genuinely defective, please contact us.

20. TEXTILES, SHAWLS & FASHION PRODUCTS

Eligible textile or fashion products should generally be returned:

• unused;
• unworn;
• unwashed;
• unaltered;
• with original tags;
• with original packaging; and
• without stains, perfume, odour or other signs of use.

Customized, personalized, altered or made-to-order products may not be returnable except where defective, damaged, incorrect or otherwise required by applicable law.

21. HYGIENE-SENSITIVE PRODUCTS

Certain products may be non-returnable after opening or use for hygiene or safety reasons.

Where such a restriction applies, it should be disclosed on the relevant product page.

This does not affect remedies for products that are defective, damaged, incorrect or otherwise subject to mandatory consumer rights.

22. GIFT HAMPERS

Gift hampers containing food products or customized components may have limited return eligibility.

If a gift hamper arrives:

• damaged;
• incomplete;
• with an incorrect product; or
• materially different from the confirmed order,

please contact us promptly.

Photographs and an unboxing video, where available, will assist our investigation.

23. PERSONALIZED AND CUSTOM PRODUCTS

Products customized specifically for a customer generally cannot be returned or cancelled after customization has begun, where permitted by law.

Examples may include:

• personalized gift boxes;
• printed names;
• corporate branding;
• customized messages;
• custom product combinations;
• specially produced packaging; and
• made-to-order products.

Such products remain eligible for appropriate remedies if they arrive damaged, defective, incorrect or materially inconsistent with the agreed customization.

24. CORPORATE & BULK ORDERS

Corporate gifting, wholesale and bulk purchases may be governed by separately agreed commercial terms.

The applicable quotation, purchase order, invoice or written agreement may specify:

• production schedule;
• advance payment;
• customization;
• cancellation;
• shipping;
• replacement; and
• refund conditions.

Those specifically agreed terms will apply to the relevant order to the extent permitted by law.

25. RETURN WINDOW

Unless a different period is stated on the relevant product page, eligible non-food products may generally be requested for return within:

7 days of delivery.

A return request does not automatically mean the return has been approved.

We will review:

• product category;
• reason for return;
• product condition;
• supporting information; and
• eligibility under this Policy.

Mandatory consumer rights remain unaffected.

26. HOW TO REQUEST A RETURN

To request a return, contact:

Email: info@kashmirvista.com
Phone: +91 6006842300

Please provide:

Order Number
Customer Name
Registered Mobile Number / Email
Product Name
Reason for Return
Photographs or Video, where relevant

Our customer-support team will review the request and provide instructions if the return is approved.

27. RETURN SHIPPING

For an approved return resulting from:

• an incorrect product;
• a verified defect;
• damage in transit; or
• an error attributable to Kashmir Vista,

we will arrange or bear reasonable return-shipping costs where applicable.

For an eligible discretionary return that is not due to our error, return-shipping charges may be borne by the customer where permitted and disclosed.

28. REVERSE PICKUP

Where available, Kashmir Vista may arrange reverse pickup through a logistics partner.

Reverse pickup availability depends upon the customer's PIN code and courier serviceability.

If reverse pickup is unavailable, we may provide instructions for sending the product to the designated return address.

Please do not send a product to our office or warehouse without prior authorization.

29. RETURN INSPECTION

Returned products may be inspected after receipt.

We may verify:

• product identity;
• condition;
• tags;
• seals;
• packaging;
• accessories;
• signs of use;
• reported damage; and
• reason for return.

Once the return has been verified, an eligible refund or replacement will be processed.

30. NON-RETURNABLE ITEMS

Subject to applicable law, the following may generally not be returnable:

• opened food products;
• partially consumed products;
• products damaged after delivery through customer misuse;
• products without required original components;
• personalized products;
• customized products;
• made-to-order products;
• products altered at the customer's request;
• hygiene-sensitive products after use/opening;
• gift cards, where applicable; and
• items specifically marked “Non-Returnable”.

This does not remove remedies available for defective, damaged, incorrect, unsafe or misdescribed goods.

31. ORDER CANCELLATION

If you wish to cancel an order, please contact us as quickly as possible.

An order may generally be cancelled before it has entered final packing or been handed over for dispatch.

Contact:

info@kashmirvista.com
+91 6006842300

Please provide your order number.

32. AFTER DISPATCH

Once an order has been dispatched, cancellation may no longer be operationally possible.

If you no longer want the order after dispatch, contact customer support rather than automatically refusing delivery.

Our team will explain any available options based upon the product category and circumstances.

33. CANCELLATION BY KASHMIR VISTA

In rare circumstances, we may need to cancel an order because of:

• product unavailability;
• inventory discrepancy;
• quality-control failure;
• incorrect pricing;
• payment failure;
• suspected fraud;
• unserviceable destination;
• regulatory restriction; or
• circumstances beyond our reasonable control.

If we cancel a prepaid order after receiving payment, the eligible amount will be refunded.

34. REFUNDS

Once a refund has been approved, we will initiate it using the original payment method where reasonably possible.

Depending upon your bank or payment provider, the credited amount may take approximately:

5–10 business days

after refund initiation to appear in your account.

Actual banking timelines are outside Kashmir Vista's direct control.

35. COD REFUNDS

For approved refunds relating to Cash on Delivery orders, we may request appropriate bank or payment information necessary to process the refund electronically.

We will only request information reasonably required to process the refund.

Never share your OTP, UPI PIN, card PIN, CVV or internet-banking password with anyone claiming to process a Kashmir Vista refund.

36. SHIPPING CHARGE REFUNDS

Original shipping charges may not always be refundable for discretionary returns where the order was correctly fulfilled.

However, where the return results from:

• our error;
• an incorrect item;
• verified damage;
• verified defect; or
• another circumstance requiring reimbursement under applicable law,

appropriate shipping charges will be handled accordingly.

37. REPLACEMENTS

For eligible cases, you may be offered a replacement instead of a refund.

Replacement is subject to product availability.

If the same product is unavailable, we may offer:

• an alternative product with your agreement;
• store credit with your agreement; or
• a refund, as appropriate.

38. LOST SHIPMENTS

If tracking indicates that an order has not moved for an unusually long period or appears lost in transit, please contact us.

We will coordinate with the courier partner to investigate.

If the shipment is confirmed lost, we will provide an appropriate replacement, reshipment or refund.

39. PACKAGE MARKED DELIVERED BUT NOT RECEIVED

If tracking shows Delivered but you have not received the package:

1. Check with family members, neighbours, building reception or security personnel.
2. Check the delivery location and any courier communication.
3. Contact Kashmir Vista promptly if the package cannot be located.

We will raise an investigation with the relevant logistics provider.

40. WRONG OR MISSING ITEM

If an item is missing from your order or you receive the wrong product, please contact us promptly and preferably within 48 hours of delivery.

Provide your:

• order number;
• photographs of products received;
• photograph of the shipping label; and
• unboxing video, if available.

After verification, we will provide an appropriate resolution.

41. CUSTOMER RESPONSIBILITY

Customers are expected to:

• provide accurate order information;
• store food products according to label instructions;
• follow product care instructions;
• inspect products promptly after delivery; and
• report genuine problems within a reasonable period.

Damage resulting from improper storage, misuse or failure to follow product-care instructions may not qualify as a product defect.

42. FOOD STORAGE AFTER DELIVERY

Once food products have been delivered, customers should follow the storage instructions printed on the packaging.

Depending upon the product, this may include:

• storing in a cool and dry place;
• avoiding direct sunlight;
• keeping the package properly sealed;
• refrigerating after opening where specified; and
• consuming within the recommended period.

Kashmir Vista cannot control storage conditions after successful delivery.

43. REFUND FRAUD & ABUSE

Kashmir Vista reserves the right to investigate suspicious return or refund activity.

This may include repeated:

• false damage claims;
• manipulated photographs;
• substitution of products;
• false missing-item claims;
• misuse of COD;
• fraudulent chargebacks; or
• other abusive behaviour.

Where justified, accounts may be restricted and relevant information may be shared with payment providers, logistics providers or competent authorities in accordance with applicable law.

44. CUSTOMER SUPPORT

Need help with your order?

We are here to assist.

Kashmir Vista Customer Care

Email: info@kashmirvista.com
Phone: +91 6006842300
Website: kashmirvista.com

When contacting us regarding an existing order, please keep your order number available.

45. CHANGES TO THIS POLICY

Kashmir Vista may update this Shipping, Returns, Cancellations & Refund Policy from time to time to reflect changes in:

• courier arrangements;
• product categories;
• business operations;
• customer-service processes; or
• applicable law.

The latest version will be published on this page with an updated Last Updated date.

46. CONSUMER RIGHTS

Nothing in this Policy is intended to exclude, restrict or waive any mandatory right or remedy available to consumers under applicable Indian law.

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

CONTACT US

KASHMIR VISTA ENTERPRISES (OPC) PRIVATE LIMITED

CIN: U47912JK2026OPC019355
GSTIN: 01AAMCK9606M1Z7
FSSAI Licence No.: 21026419000774

Website: kashmirvista.com
Email: info@kashmirvista.com
Customer Care: +91 6006842300
Country: India

Kashmir Vista

Authentic • Pure • Timeless

From Kashmir, carefully packed and thoughtfully delivered to your doorstep.

© 2026 Kashmir Vista Enterprises (OPC) Private Limited. All Rights Reserved.