Refund and Returns Policy

Last updated on 18th April 2026.

Overview

Our returns & refunds window is 7 days. This begins from the moment the parcel is marked delivered by the courier.

Eligible Products: All items listed on the shop page

However

ITEMS PURCHASED WITH A DISCOUNT CODE (OTHER THAN PAYMENT DISCOUNT) ARE NOT ELIGIBLE FOR RETURN, EXCHANGE OR REFUND.

If the specified days have passed since the delivery of the product, we can’t offer you a refund or exchange (because of food items).

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Some products like custom/special prepared Jams, and specially prepared Candy can not be returned.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where we only provide partial refunds:

Products half-eaten
Used handicrafts
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Items returned more than 7days after delivery.

Complaints

For any complaints or queries about this website, our products, or our service, you can drop a message via email or direct message at contact us. We shall use our best endeavors to respond to your complaints or queries within 2 days of receipt.

In case of a complaint for any defective or incorrect product, you must ensure that you share proper and complete evidence of receiving an incorrect or defective product such as receipts, pictures, and videos.

Expected Timelines

After receiving and confirming your order, we may take up to 2 days for processing and packing your order. When the order is processed, we will hand over the parcel to our partnered courier company (Leopards Courier Services). As we ship from Gilgit, the parcel can take about 3-7 business days for delivery.

This timeline is only tentative and we shall not be liable for any delays arising out of any events outside our reasonable control.

Cancellations

For new orders, we confirm the address before dispatching the parcel by messaging you on WhatsApp (Or email if Whatsapp is’nt available. After your confirmation, we will dispatch the parcel. You have the option to cancel or edit the order during this time.

After the parcel is shipped, your parcel can not be cancelled, however, rest assured that you are guaranteed under our free returns policy if the product is not as advertised.

Shipping Returns & Fees

Condition A: Product is rotten/damaged when received (or not what is advertised):

We will issue a shipping label, and you will be asked to print the shipping label and hand it over at your nearest Leopards Courier Station. You’ll not be charged the shipping fee and you’ll receive a fresh replacement or the complete refund.

Condition B: Product is no longer needed, taste not liked (for food items), or all other scenarios not in Condition A:

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable if you receive a refund, the shipping fee will be deducted from your refund. Additional 5% of total amount will be deducted if the parcel was paid via Cash on Delivery as withholding tax charged by the government. If payment was made via “Direct Bank Transfer” or “QR Payment” no additional deductions will be done.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Refunds

Once your return is received and inspected, we will inform you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and we will transfer the amount via the original payment method within 7 days. If you paid via cash on delivery, the refund will be sent via Raast transfer to your bank account (or another payment method if Raast is not available).

Late or missing refunds

If you haven’t received a refund yet, first recheck your bank account.

If you’ve rechecked your bank account and you still have not received your refund yet, please contact us.

Exchanges

We only replace items if they are defective, not what was advertised or damaged. If you need to exchange it for the same product, contact us as soon as possible and we will arrange the exchange.

Please return the parcel via Leopards Courier Services only and email us the tracking number. We don’t guarantee to receive your returned item unless you use a trackable shipping service like the ones mentioned above.