Return, Refund & Replacement Policy
TOOSHKAAR — The Art of Authentic Kashmiri Pashmina
At TOOSHKAAR, every creation is a reflection of Kashmir’s rich artisanal heritage, meticulously handcrafted by skilled artisans. Each piece carries its own individuality, shaped by traditional weaving techniques and intricate hand embroidery.
Owing to the exclusive and handcrafted nature of our creations, we maintain a strict No Return and No Exchange Policy for customer-preference reasons. We request our customers to review all product details carefully before placing an order.
1. No Returns or Exchanges
All purchases made through our website are considered final. We do not accept returns or exchanges for reasons including, but not limited to:
Change of mind or personal preference.
Preference for a different colour, design, pattern or size where the product delivered matches the order.
Minor variations in colour, texture, weave or embroidery arising from the natural characteristics of handcrafted products.
Differences in appearance caused by photography, lighting or individual screen settings, provided the product is not materially misrepresented.
We encourage customers to review product descriptions, photographs, specifications and available customisation options before confirming their purchases.
2. Damaged, Defective or Incorrect Products
While every effort is made to ensure the quality and accuracy of each order, we recognise that issues may occasionally arise during production or transit.
If you receive a product that is damaged, defective, incorrect, counterfeit, or materially different from its advertised description or agreed specifications, please contact us promptly, preferably within 48 hours of delivery, with your order number, a description of the issue and clear photographs or an unboxing video where available.
Our team will review the matter and determine the appropriate resolution in accordance with applicable law. Depending on the circumstances, this may include a replacement, repair where appropriate, or refund.
The 48-hour reporting request is intended to help us investigate promptly and does not restrict any rights or remedies available to you under applicable law.
3. Customised and Made-to-Order Products
Customised and made-to-order creations are prepared according to the specifications, design preferences and approvals provided by the customer.
Such orders cannot be cancelled, returned or exchanged merely because of a change of mind or personal preference once production has commenced. Customers are therefore requested to verify all approved specifications, including colour, size, fabric and embroidery details, before confirming their orders.
This provision does not exclude remedies available under applicable law where a customised product is defective or materially fails to conform to the agreed specifications.
4. Refunds
Refunds will not be issued for change-of-mind requests or other reasons excluded under this policy.
Where a refund is required or approved in accordance with applicable law, it will be processed through the original payment method wherever practicable, within the applicable timeframe. Any statutory rights relating to refunds remain unaffected by this policy.
5. Shipping and Delivery
Customers are requested to ensure that their shipping address and contact details are accurate at the time of placing an order.
If a shipment arrives visibly damaged, customers are encouraged to document the condition of the package and contact us promptly. Where a product issue qualifies for a remedy under applicable law, the matter will be addressed accordingly.
Shipping charges and return-shipping arrangements for approved claims will be communicated to the customer and handled in accordance with applicable law.
6. Handcrafted Product Variations
Every TOOSHKAAR creation is individually crafted. Slight variations in shade, texture, weave, dimensions and embroidery may occur as part of the traditional handmade process.
These variations contribute to the uniqueness of each creation and do not, by themselves, constitute a defect, provided the product remains consistent with its description and agreed specifications.
7. Order Cancellation
Requests to cancel an order must be submitted as soon as possible. Cancellation may not be possible once production, personalisation or dispatch has commenced.
Any cancellation, refund or other remedy required under applicable law will remain available notwithstanding this provision.
8. Customer Support and Grievance Redressal
For assistance regarding an order, a damaged shipment, a product discrepancy or a complaint, please contact us using the customer support details published on our website.
Please include your order number and relevant details to help us investigate your concern.
Grievance Officer: [Insert designated officer’s name]
Email: [Insert official customer support email]
Business Address: [Insert registered business address]
We will acknowledge and address complaints within the timeframes prescribed by applicable law.
9. Policy Amendments
TOOSHKAAR reserves the right to update this policy from time to time, subject to applicable law. The version published on the website at the time of purchase will ordinarily govern the transaction, without affecting any rights or remedies that cannot lawfully be excluded.
By placing an order on our website, customers acknowledge that they have had the opportunity to review this policy before completing their purchase.
