Return & Refund Policy

Last Updated: 16 April 2026

1. Our Commitment

At Kasmirana (a brand of Nector Foods Private Limited), customer satisfaction and product authenticity are our highest priorities. This Return & Refund Policy explains the conditions under which we accept returns and process refunds for orders placed at www.kasmirana.com.

Important Food Safety Note: Saffron is a food product governed by the Food Safety and Standards Act, 2006 and FSSAI regulations. Once a food product seal is opened or the product is consumed, it cannot be resold for hygiene and safety reasons. This policy is structured in compliance with these regulations.

2. Eligibility for Returns

We accept returns only under the following conditions, when reported within 7 days of delivery:

Eligible for Return / Refund / Replacement

NOT Eligible for Return

3. How to Initiate a Return

Step 1 — Contact Us Within 7 Days

Email [email protected] with subject line: “Return Request – Order #[ORDER NUMBER]”

Include: order number, date of delivery, reason for return, photographs / video showing the issue (mandatory for damage, defect, or wrong item claims), and batch / lot number (printed on pack).

Step 2 — Verification

Our customer support team will verify your claim within 24–48 working hours. We may request additional information or photographs.

Step 3 — Return Authorization

If approved, we will issue a Return Authorization Number (RAN) and arrange one of the following:

• Reverse Pickup (free of cost) at your address – available in serviceable PIN codes
• Self-Shipping to our return facility, with shipping cost reimbursed in approved cases

Step 4 — Return the Product

• Package the product in its original packaging (where possible)
• Include the invoice / order copy
• Do not discard the product before approval – claims without product evidence may be rejected

Step 5 — Quality Inspection

Once we receive the returned product, our team conducts a quality inspection within 3–5 working days. If approved, refund or replacement is processed.

4. Refund Processing

4.1 Refund Methods

4.2 Refund Amount

• For damaged / wrong / defective items: Full refund of product price + shipping charges paid
• For change-of-mind returns (if approved as exception): Refund of product price only, shipping charges non-refundable
• For partial returns from a multi-item order: Refund proportional to returned items
• COD handling fees are non-refundable

5. Replacement Policy

• Replacement is issued subject to stock availability of the same product
• If the product is unavailable, you may choose: full refund, store credit, or a different product of equal value
• Replacement orders are dispatched within 2–4 working days of return approval
• Replacement shipping is free of cost

6. Damaged-in-Transit Process

1. Photograph the package from all angles before opening
2. If possible, refuse delivery (especially for COD)
3. Open the package only after photographing
4. Email photos + order number to [email protected] within 24 hours of delivery
5. We will arrange a free replacement or full refund

Damage claims without photographic evidence within 24 hours may be denied due to courier insurance terms.

7. Quality / Purity Disputes

We stand behind the 100% purity of every Kasmirana saffron pack. If you believe your product is adulterated:

Step 1 – Verify the Lab Report

Scan the QR code on your pack to view the lab test report for your specific batch.

Step 2 – Conduct Home Tests

Refer to our Science Page for simple home tests (water test, touch test, smell test).

Step 3 – Submit Independent Test (if needed)

• Send a sample to an NABL-accredited food testing laboratory (e.g., FSSAI Notified Lab, Equinox Labs, SGS India)
• Share the test report with us at [email protected] along with payment receipt for the testing
• If the report confirms adulteration: full refund of order amount + lab testing cost reimbursement up to ₹3,000 + batch investigation
• If the report confirms authenticity (Category I): no refund applicable; lab cost borne by customer

8. Return Shipping Costs

9. Non-Returnable Categories

• Products where the outer seal is broken or packaging is opened
• Products partially consumed (more than 25%)
• Free gifts, samples, or promotional items
• Products from clearance sale marked “Final Sale”
• Items returned after 7 days of delivery
• Items returned without prior authorization (RAN)
• Items damaged due to misuse, mishandling, or improper storage by the customer

10. Refund for Cancelled Orders

11. International Orders

• Returns are not accepted for international orders due to logistical and customs complexity, except in cases of damaged / wrong / defective products
• For valid claims, customer must notify us within 7 days of delivery with photographic / video evidence
• Customs duties and import taxes are non-refundable as they are paid to government authorities

12. Consumer Rights

Nothing in this policy limits your rights as a consumer under the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020. You may approach the National Consumer Helpline (1915) or the Consumer Disputes Redressal Commission if you believe your rights have been violated.

13. Customer Support

Email: [email protected]
Subject Line: “Return / Refund Query – Order #[ORDER NUMBER]”
Response Time: 24–48 working hours
Phone: 9876543210
Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM (IST)

For escalations: Grievance Officer — [email protected]

This Return & Refund Policy forms an integral part of our Terms & Conditions. By placing an order, you agree to the terms of this policy.