Refund and Returns Policy

Effective Date:21/04/2026

At Wustkar, we take pride in delivering authentic Kashmiri handicrafts crafted with care. Due to the handmade nature of our products, each item is unique. There is an expectation of a very slight variation in actual artwork compared to photos, mainly because of the handcrafted nature of each product. However, we want you to be fully satisfied with your purchase.

1. Return Eligibility

You may request a return if:

  • The item is damaged, defective, or incorrect
  • The item is unused, in original condition, and in original packaging
  • The return request is made within 30 days of delivery

Non-Returnable Items

The following items are not eligible for return:

  • Custom-made, Made to Order or personalized products
  • Made-to-order items (e.g., handwoven carpets, papier mache, customized artwork)
  • Items damaged due to misuse or improper handling by the customer

2. Return Process

To initiate a return:

  1. Email us at info@wustkar.com
  2. Include:
    • Order number
    • Reason for return
    • Clear photos (in case of damage/defect)

Once approved, we will provide return instructions.

3. Refund Policy

a. Full Refunds

You are eligible for a full refund if:

  • You received a damaged or defective item
  • You received the completely different product

In such cases:

  • Return shipping cost will be covered by us
  • Refund will be processed after inspection

b. Standard Returns (Change of Mind)

  • Return shipping cost is borne by the customer
  • Original shipping charges are non-refundable
  • Refund Processing fee and currency conversion fee of around 15% may apply based on currency and payment gateway used during checkout.
  • Refund will be issued after the item is received and inspected

c. Partial Refunds (if applicable)

Partial refunds may be granted if:

  • Item is returned in a condition different from original
  • Missing packaging or minor damage not reported earlier

4. Refund Processing Time

  • Refunds are processed within 5–10 business days after approval
  • Amount will be credited via the original payment method
  • International bank processing times may vary

5. Damaged or Lost Shipments

If your order arrives damaged or is lost in transit:

  • Contact us within 7 days of expected delivery
  • Share photos (for damaged items)
  • We will:
    • Offer a replacement at no extra cost, OR
    • Issue a full refund, depending on your preference

6. Exchange Policy

We currently do not offer direct exchanges.

If you wish to replace an item:

  • Return the original item (if eligible)
  • Place a new order separately

7. International Returns

As we ship globally from Srinagar, Kashmir:

  • Customers are responsible for return shipping costs and customs charges
  • We recommend using a trackable courier service (DHL, FedEx, etc.)
  • We are not responsible for returns lost in transit

8. Cancellation Policy

  • Orders can be cancelled via a mail placed on info@wustkar.com after placing the order within 10 hours of order placement
  • Cancellation fee/ currency conversion fee of about 15-18 % may apply in international orders
  • After processing or dispatch, cancellation may not be possible

9. Important Notes on Handmade Products

All products from Wustkar are handmade by skilled artisans. Slight variations in:

  • Color
  • Pattern
  • Size

are natural and not considered defects, but a mark of authenticity.

10. Contact Us

For any return or refund queries:

Why Our Policy Works for You

We’ve designed this policy to ensure:

  • Transparency in international orders
  • Protection against damages or errors
  • Fair handling of handcrafted, artisan-made products
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