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FAQ

  1. What’s KASHMEERATM ?

KASHMEERATM is brand name and owned by of Chitra’s Beauty Ayurveda Therapys located in Klang, Malaysia. The name derived from Sanskrit word KASH & MEERA means by “To shine, look brilliant or beautiful” and “prosperous”

  1. KASHMEERATM is a Ayurvedic brand ? products do

No, KASHMEERA products do not contain any harmful chemicals. 

  1. What places do we ship to?

We ship all over the state in Malaysia

  1. Do you have cash on Delivery as a payment option?

No, currently we don’t have any cash on delivery option.

  1. What is the benefit of creating an account on KASHMEERATM ?

There are various benefits of creating an account with KASHMEERATM, some of the benefits are marketing information on promotions and products, special offers to registered customers. You will also not need to input the address for the new orders unless there is a change in address. You can also log in review the order history of all the transactions done on that account.

  1. Do I have to have an account to place an order?

No, you can place an order using guest checkout without having an account. However we strongly recommend making an account to get special promotions in time to time.

  1. I cannot complete my registration, what do I need to do?

Please contact us with details of problem you have encountered, you can either email us service@chitraas.com.my or call us on +6 03 3318 6166 and customer care will happy to assist you.

  1. How safe is its use my Debit/Credit card or make online payment on KASHMEERATM ?

All transaction at KASHMEERATM online are protected by SSL (Secure Sockets Layers) and Secure Data Encryption using a 1024-bit process. Any information you enter when transacting with KASHMEERA online is sent in a Secure Sockets Layers (SSL) session and is encrypted to protect you against unintentional disclosure to third parties. This is an assurance that we follow the best security practices adopted by COMODO. This is an assurance that we follow the best security practices adopted by major online vendor, where all payments are processed in real-time, for your security and immediate peace of mind.

  1. What is Reseller Network?

They are the authorized distributor of KASHMEERATM products on that region.

  1. How long will take my order to reach?

About 3-4 working days after the successful payment

  1. How do I track my orders?

Please click “Track your Shipment” link in the footer

  1. How can I choose based on my needs?

Our sales executives are available to assist you regarding your prospective purchase or any other related to the products. Please call us on 03-3318 6166 or email to us on service@chitraas.com.my

  1. Can i collect my online orders direct from your store?

You cannot place the order online and collect from the store. All orders placed online will be sent directly to the shipping address mentioned while placing the order. 

  1. Do you ship outside Malaysia?

Yes, We ship internationally, across many countries with additional shipping charges incurred. The shipping and handling rate may vary based on products, packaging, size, volume and other considerations. The shipping charges do not include customs charges which vary according to the country the order is being placed from and cannot be pre-determined. 

  1. Does KASHMEERATM have any physical store?

Please check the contact section to find our reseller network


CANCELLATION AND RETURNS

  1. How do I make changes to my order?

You can’t modify the order once it has been placed. 

  1. Can I cancel my order?

Orders can be cancelled with 4 hours of placing the order (Office Timing: 9:30AM to 5:00PM). To cancel your order, please send us an email on service@chitraas.com.my (Email Subject: Cancel with order No.) or call us on +6 03 3318 6166 with your name , order number, order date and your mobile number. Our team will call you and confirm the cancellation. 


Note: Once the order has been dispatched, it cannot be cancelled under any circumstances & also customer cannot claim for the refund.


  1. What’s your return & Refund policy?

Due to on-going COVID-19 pandemic, we will not be able to accept product exchange or initiate refunds at this point in time to ensure the safety and hygiene of all our customers. For any queries feel free to reach out to our customer care team at service@chitraas.com.my or call to +6 03 3318 6166 we will be happy to clarify your concern.


Exception will be made only in the case that there is a quality concern wherein our teams will examine the products returned to verify if the products is in a condition to be exchanged. We will then issue a product exchange with an authorization number for any product that is returned in a saleable and undamaged condition, in its original packing, within 7 calendar days of the delivery date. Please note orders for Gift & bought from physical store are not applicable to exchange or refund.


KASHMEERATM online is not responsible for damage after delivery

Please allow on or three weeks from the day you return your package, for your request to be processed. You will be contacted once your return is complete.


Return/exchange requests that qualify as per the exceptions mentioned above are subject to an inspection and checking by the KASHMEERATM team, If you claim a leakage in the product or if it was damaged during the delivery process, please send us an email with the product and inner and outer packaging and the batch number within 48 hours of the delivery. We shall take 48-72 hours to review the image and revert back. 


In the case of a quality issue highlighted our team will request to have the product send back to us we need 7 working days to assess the issue that matches the complaint we shall initiate return/exchange process. Damage due to neglect, improper usage or wrong application will not be covered under our exchange/return policy. Exchange of products due to allergic/skin reactions is not applicable.


No Cash refund are permitted, an item is eligible for exchange or refund only if it fulfils the exception mentioned above and the following conditions-

  • Sold in a physically damaged condition
  • Has missing parts or accessories
  • Product packaging not opened, product not used
  • When and how will get my refund in case of cancellation?

Once the return / exchange request has accepted, we will process the same within 7-21 working days and No refund shall be made once goods are sold. We can provide store credit coupon code of same value of purchase. 

  1. What is your exchange policy?

Once products are delivered to you as per the original order, there is no refund or exchange possible. In case there is a manufacturing defect, then the product can be exchanged. In case of a manufacturing defect, please contact customer service within 48 hours from the time the product/s has been delivered to you.

Note: In Case, The Customer has received Defective / Damaged / Wrong Product; they need to send product photo to service@chitraas.com.my. The Shipping expenses will be beard from our end. The package will be picked up within 2-4 business days from customer’s end. After the pickup, we can re-dispatch the product (it will take 5-6 business day for delivery) or can arrange credit coupon code.

  1. What if products ordered by me are out of stock?

All products shown on the web store are products in stock. In an exceptional case where the product ordered by you is out of stock, the same will be communicated to you within 72 hours and a refund will be processed immediately in case you wish to cancel the order.

PAYMENT INFOMATION

  1. What are the payment options that I can avail of while placing an order?

CIMB CLICK, MAYBANK2U, AFFIN,AM,RAKYAT, HONG LEONG, MYBSN,RHB, OCBC, PBB,FPX,PAYPAL

E-WALLET
GRABPAY, BOOST WALLET, TOUCH & GO, MAYBANK QRCODE, NETS QR

SHIPPING AND DELIVERY

  1. When I can expect delivery of my order?

The general timeline is 3-5 days and 5-7 days for Sabah & Sarawak

  1. Are there any charges for delivery?

Yes, there is a minimal fee of RM 10.00. Deliveries FREE all orders above RM 250.00 across the country. This is not applicable for any resellers & stockiest.


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