Refund & Return Policy

Effective Date: July 19, 2026

At Gulistan Kesar House, customer satisfaction is important to us. We are committed to delivering authentic, high-quality Kashmiri products. If you receive a product that is damaged, defective, incorrect, or missing, we will work with you to resolve the issue fairly and promptly.

Please read this Refund & Return Policy carefully before making a purchase.

1. Eligibility for Returns

You may request a return or replacement if:

You receive a damaged product.
You receive a defective product.
You receive the wrong item.
Your order is incomplete or an item is missing.
The product has been damaged during transit.

To be eligible, you must notify us within 48 hours of receiving your order.

2. Conditions for Return

To process your request, the product should:

Be unused and in its original condition.
Be returned in its original packaging, where applicable.
Include all accessories, labels, and invoices (if available).
Be accompanied by clear photographs or videos showing the issue.

Failure to provide sufficient evidence may delay or prevent approval of the return or replacement request.

3. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items are generally not eligible for return or refund, except where they are damaged, defective, or incorrectly supplied:

Opened or used food products.
Dry fruits, spices, herbs, saffron, honey, and other edible products that have been opened after delivery.
Personal care or cosmetic products that have been opened or used.
Attars, oils, or fragrances that have been opened or used.
Custom-packed or specially prepared orders.
Gift hampers and promotional items.
Products damaged due to improper handling or storage after delivery.

4. Return Request Process

To request a return, please contact us within 48 hours of delivery and provide:

Order Number
Full Name
Mobile Number
Description of the issue
Clear photographs or an unboxing video showing the product and packaging

You can contact us through:

Phone / WhatsApp: +91 9906540664

Email: gulistankesarhouse786@gmail.com

Our support team will review your request and respond as soon as reasonably possible.

5. Inspection and Approval

Once your request is received, we may:

Review the submitted photographs or videos.
Request additional information if necessary.
Approve a replacement.
Approve a refund.
Decline the request if it does not meet the eligibility criteria.

Our decision will be based on the information provided and the circumstances of the claim.

6. Refunds

If your refund request is approved:

The refund will be processed using the original payment method wherever possible.
Refund processing times may vary depending on your payment provider, bank, card issuer, or UPI service.
Shipping charges may not be refundable unless the return is due to our error or a defective, damaged, or incorrect product.

7. Replacements

Where appropriate, we may offer a replacement instead of a refund.

Replacement products are generally provided when:

The wrong item was delivered.
The product arrived damaged.
The product is defective.
An item was missing from the shipment.

Replacement availability depends on stock.

8. Order Cancellations

Orders cancelled before dispatch are generally eligible for a full refund.

Once an order has been shipped, cancellation may not be possible. Please refer to our Cancellation Policy for additional information.

9. Products Damaged During Shipping

If your package appears damaged upon delivery:

Take photographs of the outer packaging before opening it.
Record an unboxing video whenever possible.
Contact us immediately with supporting evidence.

This helps us investigate the issue with the courier partner and process your request more efficiently.

10. Incorrect Delivery Address

Customers are responsible for providing accurate delivery information.

Orders returned due to an incorrect or incomplete address provided by the customer may incur additional shipping charges for re-delivery.

11. Refused Deliveries

If a customer refuses delivery without a valid reason, any refund or reshipment will be considered at our discretion and may be subject to deductions for shipping or handling costs, where applicable.

12. Force Majeure

We are not responsible for delays, losses, or delivery issues caused by events beyond our reasonable control, including natural disasters, severe weather, strikes, transportation disruptions, government actions, or other unforeseen circumstances.

13. Changes to This Policy

We reserve the right to update or modify this Refund & Return Policy at any time.

Any changes will be published on this page with the revised effective date. Continued use of our website after such updates constitutes acceptance of the revised policy.

14. Contact Us

If you have any questions regarding returns, replacements, or refunds, please contact us:

Gulistan Kesar House

Address:
NH-44, Lethpora, Pampore – 192122
Jammu & Kashmir, India