Cancellation Policy

Last Updated: 16 April 2026

1. Overview

This Cancellation Policy explains the conditions under which orders placed at www.kasmirana.com can be cancelled by the customer or by Nector Foods Private Limited (operating under the brand “Kasmirana”). Please read carefully before placing your order.

2. Customer-Initiated Cancellation

2.1 Cancellation Window

Recommended: Initiate cancellation within 12 hours of order placement to ensure smooth processing.

2.2 How to Cancel an Order

Method 1 — Self-Service (Fastest)

1. Log in to your account at www.kasmirana.com
2. Go to My Orders
3. Select the order to cancel
4. Click “Cancel Order” (visible only if cancellation is allowed)
5. Select reason for cancellation and confirm

Method 2 — Email

Send an email to [email protected] with Subject: “Cancel Order #[ORDER NUMBER]”, order number, reason for cancellation, and phone number for verification. We will respond within 2–4 working hours during business hours.

Method 3 — Phone / WhatsApp

Call or WhatsApp us at [INSERT PHONE NUMBER] during working hours (Monday to Saturday, 10:00 AM – 7:00 PM IST).

3. Cancellation Confirmation

Upon successful cancellation:

• You will receive an email confirmation with a Cancellation Reference Number
• A refund (if applicable) will be initiated as per Section 5 below
• The cancelled order will reflect “Cancelled” status in your account

4. Cancellation After Dispatch

Once an order has been dispatched, it cannot be cancelled through standard means. However, you may:

Option A — Refuse Delivery

When the courier attempts delivery, refuse to accept the package. The package will be returned to origin (RTO). For prepaid orders: refund will be issued minus actual courier charges (forward + reverse) — typically ₹150–₹300. For COD orders: no refund applicable as no payment was made.

Option B — Request Reroute (Limited Cases)

In exceptional cases, you may request the package be rerouted to a different address. This is subject to courier policy and additional charges may apply.

Option C — Treat as Return After Delivery

Accept delivery and follow our Return & Refund Policy if the product is eligible for return.

5. Refund After Cancellation

6. Company-Initiated Cancellation

6.1 Reasons We May Cancel

• Stock unavailability: Product is out of stock and cannot be replenished within reasonable time
• Pricing errors: Inadvertent typographical or technical errors in product price
• Suspected fraud: Unusual order patterns, payment irregularities, or compromised account
• Failed payment verification: Payment processed but failed bank-side validation
• Unverifiable address: Incomplete or invalid shipping address
• Outside serviceable area: Delivery to PIN code not currently serviced
• Bulk / unusual orders: Orders placed for resale or commercial purposes without prior agreement
• Promotion abuse: Multiple uses of single-use coupons, referral fraud, or terms violation

6.2 Notification

If we cancel your order, we will notify you via email and/or SMS within 24–48 hours with the reason. Full refund will be processed automatically within 5–7 working days to the original payment method.

7. Auto-Cancellation Scenarios

8. Partial Cancellation (Multi-Item Orders)

For orders containing multiple items, partial cancellation is allowed if specific items have not yet been packed / dispatched. In such cases:

• Refund will be issued for cancelled items only
• Shipping charges will be recalculated on the remaining order
• Promotional discounts may be proportionally reversed if cancellation alters eligibility

9. Promotional Order Cancellations

• Cancellation refunds will reflect the discounted price actually paid, not the MRP
• One-time use coupons are not reusable after order cancellation
• Free gifts / promotional items must be returned (or value deducted) if the qualifying order is cancelled

10. Important Notes

• Saffron Specific: Once saffron is dispatched, we cannot recall the package once with the courier. Please decide carefully before submitting your order.
• Customer Responsibility: You are responsible for monitoring your email and SMS for order confirmations. Initiate cancellation promptly within the allowed window.
• Bank Processing Times: While we initiate refunds within stated timelines, the actual credit to your account depends on your bank’s processing speed (typically 5–10 working days).
• No Cancellation Charges: For cancellations made within the allowed window (before dispatch), no cancellation fee is charged.

11. Disputes & Grievance

1. Customer Support: Email [email protected] with details. Response within 24 hours.
2. Escalation: If unresolved within 7 days, escalate to Grievance Officer at [email protected]
3. Consumer Forum: You may approach the National Consumer Helpline (1915) or Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

12. Force Majeure

We are not liable for inability to honor cancellation requests during force majeure events (natural disasters, pandemics, courier strikes, government lockdowns, etc.). We will resume normal cancellation processing as soon as feasible.

13. Contact Information

Email (General): [email protected]
Email (Cancellations): [email protected]
Phone / WhatsApp: [INSERT NUMBER]
Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM (IST)

Mailing Address:
Nector Foods Private Limited
Pampore, Pulwama, Jammu & Kashmir, India – 192121

14. Updates to This Policy

We may modify this Cancellation Policy at any time. Updated terms will be posted on this page with a revised “Last Updated” date. The version in force at the time of order placement will apply to that order.

This Cancellation Policy forms an integral part of our Terms & Conditions. By placing an order, you agree to these cancellation terms.