Shipping & Returns
- When I can expect delivery of my order?
The general timeline is 3-5 days and 5-7 days for Sabah & Sarawak
- 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.
- How do I make changes to my order?
You can’t modify the order once it has been placed.
- 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 firstname.lastname@example.org (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.
- 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 email@example.com 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.
- 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 firstname.lastname@example.org. 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.
- 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.