Return & Refund Policy – Kashfresh.com

1. INTRODUCTION AND POLICY PURPOSE

This Refund & Return Policy (“Policy”) governs the conditions, procedures, limitations, and legal framework under which refunds, returns, replacements, cancellations, chargebacks, and service reversals are processed on Kashfresh.com.

Kashfresh.com (“Kashfresh”, “we”, “us”, “our”) is a global hybrid marketplace owned and operated by Badana Communications and Business Pvt. Ltd., incorporated under the Companies Act, 2013, Government of India (CIN: U47999JK2020PTC011443).

This Policy applies to:

  • Kashfresh-owned physical products
  • Kashfresh-owned digital products
  • Kashfresh-provided services
  • Third-party vendor physical products
  • Third-party digital products
  • Third-party and API-based services

This Policy must be read together with the Terms & Conditions, Privacy Policy, Vendor Agreement, and any product- or service-specific terms displayed on the Platform.

2. POLICY OBJECTIVES

The objectives of this Policy are to:

  • Protect consumer rights in a lawful and transparent manner
  • Define clear refund and return eligibility criteria
  • Allocate responsibility between Kashfresh, Vendors, and Service Providers
  • Prevent misuse, fraud, and abuse of refund mechanisms
  • Comply with applicable global consumer protection laws
  • Ensure fairness in domestic and cross-border transactions

Kashfresh adopts a strict but lawful refund framework, balancing customer protection with vendor and platform integrity.

3. SCOPE AND APPLICABILITY

This Policy applies to all transactions conducted through Kashfresh.com, regardless of:

  • User location
  • Vendor location
  • Product or service category
  • Currency or payment method

However, eligibility and outcomes may vary depending on:

  • Product type
  • Service nature
  • Vendor-specific rules
  • Regulatory requirements
  • Country of delivery or use

4. DEFINITIONS

For the purposes of this Policy:

  • “Buyer” means any individual or entity purchasing products or services through Kashfresh.
  • “Vendor” means a third-party seller listing products or services on Kashfresh.
  • “Service Provider” means any entity offering services, including API-based or automated services.
  • “Return” means physical return of a product.
  • “Refund” means reversal of payment.
  • “Replacement” means exchange of a product.
  • “Chargeback” means a payment dispute initiated through a bank or card network.

5. HYBRID MARKETPLACE REFUND STRUCTURE

Kashfresh operates under a hybrid refund responsibility model:

5.1 Kashfresh-Owned Products and Services

For products or services sold directly by Kashfresh:

  • Kashfresh is the primary refund authority
  • Decisions follow this Policy and applicable law

5.2 Third-Party Vendor Products

For third-party products:

  • The Vendor is primarily responsible
  • Kashfresh acts as a facilitator and mediator
  • Kashfresh may intervene to enforce compliance

5.3 Third-Party Services and API Services

For services:

  • Refund eligibility depends on service nature
  • Completed or partially delivered services may be non-refundable
  • API usage is generally non-reversible

6. GENERAL REFUND PRINCIPLES

Refunds and returns are governed by the following principles:

  • No automatic refunds unless legally required
  • Proof-based evaluation
  • Time-bound claims
  • Category-specific eligibility
  • Fraud prevention controls
  • Compliance with local and international law

Kashfresh reserves the right to approve, partially approve, or reject refund requests.

7. NON-REFUNDABLE ITEMS (GENERAL)

Unless mandated by law, the following are non-refundable:

  • Perishable goods after delivery
  • Opened food products
  • Digital products once accessed
  • Services already delivered
  • API usage credits
  • Custom or made-to-order products
  • Clearance or “final sale” items

Exceptions apply only where legally required or explicitly stated.

8. LEGAL AND REGULATORY COMPLIANCE

This Policy complies with, where applicable:

  • Consumer Protection Act, 2019 (India)
  • E-Commerce Rules, 2020 (India)
  • EU Consumer Rights Directive
  • UK Consumer Contracts Regulations
  • U.S. FTC consumer protection guidelines
  • Canadian consumer protection laws
  • Cross-border trade and customs rules

Where mandatory consumer rights apply, those rights override this Policy.

9. GEOGRAPHICAL AND CROSS-BORDER CONSIDERATIONS

Refund outcomes may differ based on:

  • Country of delivery
  • Import/export regulations
  • Customs clearance status
  • Duties and taxes paid

Customs duties, import taxes, and clearance charges are non-refundable unless recovered from authorities.

10. GOOD FAITH REQUIREMENT

Buyers must submit refund and return requests in good faith.

Kashfresh reserves the right to restrict or permanently block refund access for:

Chargeback misuse

Repeated abuse

Fraudulent claims

False damage reports

11. ORDER CANCELLATION POLICY

Order cancellation rules differ based on order status, product/service type, and seller category (Kashfresh-owned or third-party Vendor).

11.1 Cancellation Before Order Confirmation

If an order is cancelled before confirmation or processing:

  • Full refund is generally permitted
  • No cancellation fee applies unless stated otherwise
  • Refund is issued to the original payment method

For certain digital products or instant services, cancellation may not be available once processing begins.

11.2 Cancellation After Confirmation but Before Dispatch

Where cancellation is requested after confirmation but before dispatch:

  • Refund eligibility depends on product category
  • Packaging, processing, or handling fees may be deducted
  • Vendor consent may be required for third-party items

Kashfresh reserves the right to deny cancellation for time-sensitive or perishable goods.

11.3 Cancellation After Dispatch

Once an order has been dispatched:

  • Cancellation requests may be rejected
  • Buyers may need to follow the return process after delivery
  • Shipping and logistics charges are non-refundable

For international orders, return shipping costs are borne by the Buyer unless required by law.

11.4 Cancellation of Services

For services:

  • Services not yet commenced may be cancellable
  • Services partially delivered may be partially refundable
  • Fully delivered services are non-refundable

API-based services, subscriptions, or usage-based services are generally non-cancellable once activated.

12. CANCELLATION OF DIGITAL PRODUCTS

Digital products (including downloads, licenses, subscriptions, or access-based products):

  • Are non-refundable once accessed or delivered
  • May only be refunded if access was never provided due to fault
  • Are excluded from “change of mind” refunds

This aligns with international digital content regulations.

13. REFUND ELIGIBILITY TIMELINES

Refund requests must be submitted within specified timelines:

CategoryClaim Window
Damaged / defective goodsWithin 24–72 hours of delivery
Wrong item deliveredWithin 48 hours
Missing itemsWithin 48 hours
Non-deliveryAfter carrier confirmation
Services issuesWithin 48 hours of service completion

Late requests may be rejected.

14. EVIDENCE REQUIREMENTS

To process refunds or returns, Buyers may be required to submit:

  • Clear photos or videos of the product
  • Unboxing video (mandatory for high-value items)
  • Proof of delivery
  • Written explanation of the issue

Failure to provide evidence may result in rejection.

15. REFUND METHODS AND PROCESSING TIME

Refunds are processed using the original payment method where possible.

15.1 Processing Timelines

  • Wallet/UPI refunds: 3–7 business days
  • Card refunds: 5–10 business days
  • International refunds: up to 21 business days

Processing time may vary depending on banks and payment networks.

16. PARTIAL REFUNDS

Kashfresh may issue partial refunds where:

  • Product is used or damaged by Buyer
  • Packaging is missing or damaged
  • Part of the order is eligible
  • Service was partially delivered

The refund amount is determined at Kashfresh’s discretion.

17. SHIPPING AND LOGISTICS CHARGES

Unless legally required:

  • Shipping fees are non-refundable
  • Return shipping is borne by Buyer
  • Express or priority shipping fees are non-refundable

For Vendor faults, Kashfresh may reimburse shipping at its discretion.

18. INTERNATIONAL ORDERS AND CUSTOMS

For cross-border orders:

  • Customs duties and import taxes are non-refundable
  • Orders rejected at customs are not eligible for refund
  • Buyer bears responsibility for customs compliance

Kashfresh is not liable for foreign customs decisions.

19. REFUSAL OF DELIVERY

If a Buyer refuses delivery without valid cause:

  • Order is treated as buyer-initiated return
  • Shipping and handling costs are deducted
  • Refund may be denied for perishable or custom items

20. FORCE MAJEURE EVENTS

Refunds may be delayed or denied due to:

  • Natural disasters
  • Government restrictions
  • Customs shutdowns
  • Carrier disruptions

Kashfresh will act in good faith but assumes no liability.

21. CATEGORY-WISE RETURN AND REFUND RULES

Because Kashfresh operates a hybrid marketplace offering diverse categories, refund and return eligibility varies by product type. The following category-specific rules apply in addition to the general provisions of this Policy.

22. FOOD, GROCERY, AND PERISHABLE PRODUCTS

22.1 Definition

This category includes, but is not limited to:

  • Fresh and semi-perishable food items
  • Packaged foods and groceries
  • Spices, dry fruits, nuts, and grains
  • Dairy substitutes and food supplements
  • Ready-to-eat or ready-to-cook products

22.2 General Non-Returnability

Due to hygiene, safety, and regulatory reasons, food and perishable products are non-returnable once delivered.

Returns are not accepted for:

  • Change of mind
  • Taste or preference issues
  • Incorrect ordering by Buyer
  • Slight variations in color, size, or texture (natural products)

22.3 Exceptions – Eligible Refund Scenarios

Refunds or replacements may be considered only if:

  • Product is delivered in a damaged condition
  • Product is expired on delivery
  • Product is materially contaminated
  • Product received is different from what was ordered

Claims must be raised within 24 hours of delivery, supported by photo/video evidence.

22.4 Natural Variation Disclaimer

Agro and food products may naturally vary in:

  • Color
  • Size
  • Aroma
  • Texture

Such variations are not defects and do not qualify for refunds.

23. HERBAL, MEDICINAL, AND WELLNESS PRODUCTS

23.1 Scope

This category includes:

  • Herbal supplements
  • Medicinal plants and extracts
  • Wellness powders and oils
  • Ayurvedic or traditional formulations

23.2 Strict Non-Return Policy

For safety and regulatory reasons, herbal and medicinal products are non-returnable once delivered, except where:

  • Packaging is tampered or damaged
  • Product is expired
  • Wrong product is delivered

23.3 No Medical Outcome Guarantee

Refunds are not issued for:

  • Dissatisfaction with results
  • Lack of expected health benefits
  • Allergic reactions (unless caused by undisclosed ingredients)

Buyers are responsible for consulting professionals before use.

24. SEEDS, PLANTS, AND AGRICULTURAL INPUTS

24.1 Scope

Includes:

  • Seeds
  • Saplings
  • Live plants
  • Soil enhancers
  • Organic fertilizers

24.2 Non-Returnability of Live Products

Live plants and seeds are non-returnable due to biological variability.

Refunds may be considered only if:

  • Product arrives completely damaged
  • Shipment is dead on arrival
  • Wrong item is delivered

Claims must be submitted within 12–24 hours of delivery.

24.3 Germination Disclaimer

Seed germination depends on environmental conditions.
No refunds are issued for:

  • Poor germination
  • Crop failure
  • Improper handling by Buyer

25. PROCESSED, ARTISANAL, AND HANDMADE PRODUCTS

25.1 Scope

Includes:

  • Handcrafted foods
  • Artisanal snacks
  • Small-batch processed items

25.2 Return Conditions

Returns are generally not accepted unless:

  • Item is damaged during transit
  • Product is materially different from listing

Minor aesthetic differences are expected and non-refundable.

26. NON-FOOD PHYSICAL PRODUCTS

For eligible non-food physical products (where permitted):

  • Return window: 7 days from delivery
  • Product must be unused and in original packaging
  • Accessories, manuals, and labels must be intact

Used or altered products are not eligible.

27. DIGITAL PRODUCTS

27.1 Definition

Includes:

  • Downloadable files
  • Licenses
  • Subscriptions
  • Digital access products

27.2 Strict No-Return Rule

Digital products are non-returnable and non-refundable once accessed or delivered, except where:

  • Access was never provided
  • Technical failure occurred due to Kashfresh or Vendor

Change-of-mind refunds are not permitted.

28. SERVICES AND API-BASED OFFERINGS

28.1 Services

For services:

  • Unused services may be refundable
  • Partially delivered services may receive partial refunds
  • Fully delivered services are non-refundable

28.2 API and Automated Services

API usage credits, automated services, and data outputs are:

  • Non-refundable once consumed
  • Not reversible once executed

Service interruptions caused by third-party APIs do not automatically qualify for refunds.

29. BUNDLED AND COMBO PRODUCTS

For bundles containing multiple items:

  • Refunds apply only to defective components
  • Bundle discounts may be recalculated
  • Partial returns may reduce refund value

30. PROMOTIONAL AND DISCOUNTED ITEMS

Items marked as:

  • “Final Sale”
  • “Clearance”
  • “Non-returnable”

are not eligible for refunds unless legally required.

31. RETURN REQUEST WORKFLOW

All return, refund, or replacement requests must follow the official workflow defined by Kashfresh. Requests initiated outside the Platform or without required documentation may be rejected.

31.1 Initiating a Return or Refund Request

Buyers must initiate a request by:

  • Logging into their Kashfresh account, or
  • Contacting official support channels (where account access is unavailable)

Each request must include:

  • Order ID
  • Product or service details
  • Reason for return or refund
  • Supporting evidence (photos/videos/documents)

Incomplete requests may be placed on hold or rejected.

32. REQUEST ACKNOWLEDGMENT AND REVIEW

32.1 Acknowledgment

Upon submission, Kashfresh will acknowledge the request and assign a case reference number.

32.2 Initial Review

Requests are reviewed to verify:

  • Eligibility under this Policy
  • Timeliness of the request
  • Completeness of evidence
  • Product or service category rules

Kashfresh may seek additional information before proceeding.

33. APPROVAL, PARTIAL APPROVAL, OR REJECTION

33.1 Approval

If approved:

  • Return pickup or instructions are issued
  • Refund or replacement process begins

33.2 Partial Approval

Partial approvals may apply where:

  • Only part of an order is eligible
  • Product shows buyer-caused damage
  • Service was partially delivered

Refund amount may be adjusted accordingly.

33.3 Rejection

Requests may be rejected if:

  • Eligibility criteria are not met
  • Evidence is insufficient or misleading
  • Request is outside the claim window
  • Product is non-returnable by policy
  • Abuse or fraud is suspected

Rejected requests are communicated with reasons.

34. RETURN PICKUP AND REVERSE LOGISTICS

34.1 Pickup Arrangement

Where return pickup is approved:

  • Pickup may be arranged through Kashfresh logistics partners
  • Pickup timelines depend on location and carrier availability

For international orders, pickup may not be available.

34.2 Buyer Responsibilities During Return

Buyers must ensure:

  • Product is securely packed
  • Original packaging is used where required
  • All accessories, labels, and documents are included

Improper packaging may lead to rejection.

34.3 Self-Shipping Returns

In some cases, Buyers may be required to self-ship returns.

  • Shipping costs may be borne by Buyer
  • Tracking information must be shared
  • Kashfresh is not responsible for lost return shipments

35. RETURN RECEIPT AND INSPECTION

35.1 Inspection Process

Returned products undergo inspection to verify:

  • Product identity
  • Condition and usage
  • Damage consistency with claim
  • Completeness of accessories

Inspection may be conducted by:

  • Kashfresh
  • Vendor
  • Authorized third-party inspection partners

35.2 Inspection Outcomes

Based on inspection:

  • Refund or replacement may be approved
  • Partial refund may be issued
  • Request may be rejected

Inspection results are final unless legally disputed.

36. QUALITY CONTROL AND FRAUD PREVENTION

Kashfresh employs fraud-detection mechanisms to identify:

  • False damage claims
  • Item switching
  • Repeated abuse of return policy
  • Misuse of “missing item” claims

Accounts engaging in abuse may face restrictions or termination.

37. REFUND PROCESSING AFTER RETURN

Once return is accepted:

  • Refund is initiated within defined timelines
  • Original payment method is used where possible
  • Refund confirmation is sent to Buyer

Delays may occur due to banks or payment networks.

38. REPLACEMENTS AND EXCHANGES

Where replacement is approved:

  • Replacement product is shipped after return acceptance
  • Availability depends on stock
  • If unavailable, refund may be issued

Replacement shipments follow standard delivery timelines.

39. DAMAGED OR LOST RETURNS

If a return is damaged or lost due to Buyer’s negligence:

  • Refund may be denied
  • Buyer bears responsibility

If loss occurs during authorized pickup, Kashfresh may investigate.

40. FAILURE TO RETURN AFTER APPROVAL

If Buyer fails to return the product within the specified timeframe:

  • Approval may lapse
  • Refund may be cancelled
  • Case may be closed

41. REFUNDS FOR SERVICES

Services offered on Kashfresh may be provided by Kashfresh directly or by third-party Service Providers, including professional, automated, subscription-based, or API-driven services.

Refund eligibility depends on the nature, stage, and completion status of the service.

41.1 Unused Services

If a service has been purchased but not yet commenced, a refund may be permitted, subject to:

  • Service-specific terms
  • Administrative or processing fees
  • Time elapsed since purchase

Certain services may be non-cancellable once scheduled or reserved.

41.2 Partially Delivered Services

Where a service has been partially delivered:

  • Refunds may be partial only
  • Charges may be applied proportionately
  • Administrative, setup, or onboarding fees may be non-refundable

The determination of partial completion is made based on service logs, milestones, or confirmations.

41.3 Fully Delivered Services

Services that have been fully delivered are non-refundable, except where:

  • Delivery materially deviates from agreed scope, and
  • Such deviation is documented and verified

Dissatisfaction with outcomes, preferences, or expectations does not constitute grounds for refund.

42. SUBSCRIPTION-BASED SERVICES

42.1 Subscription Commencement

Subscriptions begin upon:

  • Successful payment, or
  • Activation of access,
    whichever occurs first.

Once a subscription is active, no refunds are issued for the current billing cycle, unless required by law.

42.2 Subscription Cancellation

Users may cancel subscriptions:

  • To prevent future billing
  • Through account settings or support

Cancellation does not result in retroactive refunds for used or partially used periods.

42.3 Auto-Renewal Charges

Charges processed due to auto-renewal are non-refundable once the billing cycle begins, except in cases of technical billing errors.

43. API-BASED SERVICES AND USAGE CREDITS

43.1 Nature of API Services

API-based services involve:

  • Consumption of compute resources
  • Use of third-party systems
  • Execution of automated processes

Once API usage occurs, the service is considered consumed.

43.2 Non-Refundability of API Usage

API usage credits, tokens, or quotas are:

  • Non-refundable once used
  • Non-reversible once executed

Refunds are not issued for:

  • Incorrect API implementation
  • User configuration errors
  • Third-party API downtime

43.3 Prepaid API Credits

Unused prepaid credits may:

  • Expire after defined validity periods
  • Be non-refundable upon expiry

Credits are not transferable unless expressly stated.

44. SERVICE INTERRUPTIONS AND SLA CONSIDERATIONS

44.1 No Automatic Refund for Downtime

Temporary service interruptions do not automatically qualify for refunds, especially where caused by:

  • Third-party infrastructure
  • Force majeure events
  • Scheduled maintenance

44.2 SLA-Based Remedies

Where a Service Level Agreement (SLA) exists:

  • Remedies are limited to SLA-defined credits or extensions
  • Monetary refunds are issued only if expressly stated

SLA credits are not cash-equivalent and may have expiration limits.

45. THIRD-PARTY SERVICE PROVIDER RESPONSIBILITY

For third-party services:

  • The Service Provider is primarily responsible
  • Kashfresh acts as facilitator and mediator
  • Refund outcomes depend on provider policies

Kashfresh may enforce compliance but does not guarantee refunds beyond policy terms.

46. DIGITAL DELIVERABLES AND REPORTS

For services producing digital outputs (reports, files, analytics):

  • Delivery constitutes completion
  • Minor discrepancies do not qualify for refunds
  • Revisions may be offered instead of refunds

47. CONSULTATION AND ADVISORY SERVICES

For consultation-based services:

  • Time spent constitutes service delivery
  • No refunds for subjective dissatisfaction
  • No guarantees of outcomes or results

48. FAILURE TO AVAIL SERVICES

If a Buyer fails to:

  • Attend scheduled sessions
  • Provide required inputs
  • Respond within defined timelines

The service may be deemed completed, and refunds may be denied.

49. MISUSE AND ABUSE PREVENTION

Kashfresh reserves the right to:

  • Deny service refunds for abusive behavior
  • Restrict service access for repeated disputes
  • Terminate accounts engaging in misuse

50. REGULATORY AND PROFESSIONAL DISCLAIMERS

Certain services are provided subject to regulatory limitations. Kashfresh does not guarantee regulatory approvals, certifications, or professional outcomes unless expressly stated.

51. THIRD-PARTY VENDOR REFUND RESPONSIBILITY

Kashfresh operates as a hybrid marketplace, where third-party Vendors independently list and sell products or services. For such transactions:

  • The Vendor bears primary responsibility for refunds, returns, replacements, and service reversals
  • Kashfresh acts as a platform facilitator, payment intermediary, and dispute mediator
  • Kashfresh does not assume automatic liability for Vendor failures, except where required by law

This allocation of responsibility is a core condition of marketplace participation.

52. VENDOR-SPECIFIC RETURN AND REFUND RULES

52.1 Vendor Policy Alignment

Vendors may define category-specific rules, provided such rules:

  • Are consistent with Kashfresh platform policies
  • Do not violate applicable consumer protection laws
  • Are clearly disclosed on product or service listings

In case of conflict, mandatory law prevails, followed by Kashfresh’s Policy.

52.2 Vendor Approval Authority

For third-party items:

  • Vendors initially review refund or return requests
  • Vendors must respond within prescribed timelines
  • Vendors must provide reasoned decisions

Failure to respond may trigger Kashfresh intervention.

53. KASHFRESH MEDIATION AND INTERVENTION

53.1 Mediation Role

Kashfresh may intervene to:

  • Facilitate communication between Buyer and Vendor
  • Review evidence submitted by both parties
  • Ensure policy and legal compliance

Mediation does not guarantee a refund.

53.2 Mandatory Intervention Scenarios

Kashfresh may override Vendor decisions where:

  • Vendor violates platform policy
  • Vendor fails to respond within timelines
  • Evidence clearly supports Buyer’s claim
  • Legal or regulatory obligations require action

Such intervention is discretionary and case-specific.

54. VENDOR NON-COMPLIANCE AND ENFORCEMENT

54.1 Non-Compliance Examples

Vendor non-compliance includes:

  • Repeated unjustified refund denials
  • Shipping defective or misrepresented products
  • Failure to honor approved returns
  • Providing false information

54.2 Enforcement Actions

Kashfresh may impose:

  • Warning notices
  • Financial adjustments or clawbacks
  • Temporary listing suspension
  • Account suspension or termination
  • Withholding of settlements

Enforcement actions are without prejudice to legal remedies.

55. VENDOR-FUNDED REFUNDS

For third-party transactions:

  • Refund amounts are deducted from Vendor settlements
  • Vendors must maintain sufficient balances
  • Negative balances may require recovery

Kashfresh is not obligated to advance funds on behalf of Vendors.

56. DISPUTES BETWEEN BUYERS AND VENDORS

56.1 Dispute Escalation

If a Buyer disagrees with a Vendor’s decision:

  • Buyer may escalate to Kashfresh support
  • All evidence is re-evaluated
  • Kashfresh may issue a binding platform decision

56.2 Finality of Platform Decision

Kashfresh’s decision is final for platform purposes, subject only to statutory rights under applicable law.

57. CROSS-BORDER VENDOR TRANSACTIONS

For international Vendors:

  • Refunds are subject to export, customs, and tax rules
  • Return shipping costs are generally borne by the Buyer
  • Customs-seized or rejected items are non-refundable

Kashfresh bears no liability for foreign regulatory actions.

58. VENDOR SERVICE FAILURES

For Vendor-provided services:

  • Refund eligibility depends on service scope and delivery
  • Vendor must provide service logs or completion proof
  • Partial refunds may apply where appropriate

Kashfresh does not guarantee service outcomes.

59. MISREPRESENTATION AND COUNTERFEIT CLAIMS

If a product is confirmed as counterfeit or materially misrepresented:

  • Full refund may be issued
  • Vendor may face immediate enforcement action
  • Buyer may not be required to return the item (where unsafe)

Such cases are handled with priority.

60. BUYER OBLIGATIONS IN VENDOR DISPUTES

Buyers must:

  • Cooperate in good faith
  • Provide accurate evidence
  • Avoid abusive or fraudulent claims

Abuse may result in refund restrictions.

61. CHARGEBACKS AND PAYMENT DISPUTES

A chargeback occurs when a Buyer disputes a transaction directly with their bank, card issuer, wallet provider, or payment network instead of using Kashfresh’s internal refund process.

Kashfresh strongly encourages Buyers to first use the Platform’s dispute resolution mechanisms before initiating chargebacks.

62. CONSEQUENCES OF CHARGEBACK INITIATION

62.1 Immediate Effects

When a chargeback is initiated:

  • The disputed amount may be temporarily debited from Kashfresh or the Vendor
  • The associated order is frozen pending investigation
  • Ongoing refund requests for the same transaction may be suspended

62.2 Administrative and Processing Costs

Chargebacks involve administrative costs, penalties, and network fees. Kashfresh reserves the right to:

  • Deduct chargeback-related fees from refunds
  • Recover costs from Vendors (for Vendor-fault cases)
  • Recover costs from Buyers (for abusive or fraudulent chargebacks, where legally permitted)

63. CHARGEBACK ELIGIBILITY AND VALIDITY

Chargebacks may be considered valid only for reasons such as:

  • Unauthorized transactions
  • Non-delivery of goods or services
  • Duplicate charges
  • Billing errors

Chargebacks raised for “change of mind”, dissatisfaction, or misunderstanding of policies are often rejected by banks.

64. PLATFORM RESPONSE TO CHARGEBACKS

Kashfresh may:

  • Submit evidence to banks or payment networks
  • Contest invalid or abusive chargebacks
  • Provide delivery confirmation, service logs, or acceptance proof

Platform records are treated as authoritative evidence.

65. CHARGEBACK ABUSE AND FRAUD PREVENTION

65.1 Abuse Indicators

Repeated chargebacks, especially where:

  • Products were delivered
  • Services were consumed
  • Digital access was granted

may be treated as abuse.

65.2 Enforcement Actions

Kashfresh may take actions including:

  • Suspension or termination of Buyer accounts
  • Restriction of payment methods
  • Blocking future orders
  • Reporting to payment networks or authorities where required

Such actions are without prejudice to legal remedies.

66. VENDOR RESPONSIBILITY IN CHARGEBACKS

For third-party Vendor orders:

  • Vendors bear responsibility for chargebacks arising from their fault
  • Chargeback amounts and fees may be deducted from Vendor settlements
  • Vendors must cooperate in investigations

Failure to cooperate may result in enforcement actions.

67. REFUNDS AFTER CHARGEBACK INITIATION

Once a chargeback is initiated:

  • Kashfresh may not issue a parallel refund
  • Buyer must resolve the dispute through the bank
  • Any eventual refund outcome follows payment network rules

Duplicate refunds are strictly prohibited.

68. WALLET, UPI, AND ALTERNATIVE PAYMENT DISPUTES

For UPI, wallets, or alternative payment methods:

  • Disputes are subject to provider-specific rules
  • Kashfresh cooperates with providers
  • Resolution timelines may vary

Kashfresh does not control external dispute resolution outcomes.

69. INTERNATIONAL PAYMENT DISPUTES

For international payments:

  • Foreign exchange fluctuations are not refundable
  • Cross-border fees may not be recoverable
  • Payment networks’ rules prevail

Refund amounts may differ from original charges due to currency conversion.

70. FRAUD INVESTIGATIONS AND ACCOUNT REVIEW

Kashfresh reserves the right to:

  • Investigate suspicious refund or chargeback activity
  • Temporarily restrict accounts during investigation
  • Require additional verification

Investigations may involve banks, payment processors, or law enforcement.

71. LEGAL LIMITATIONS AND POLICY EXCLUSIONS

This Policy sets out Kashfresh’s standard refund and return practices. However, refunds and returns are subject to legal limitations, product-specific exclusions, and jurisdiction-specific consumer laws.

Kashfresh does not waive any mandatory legal rights granted to consumers under applicable law. Where a conflict arises, statutory rights prevail.

72. NO GUARANTEE OF REFUND

Unless expressly required by law or explicitly approved under this Policy:

  • Refunds are not guaranteed
  • Approval is case-specific
  • Discretion may be exercised based on evidence, conduct, and compliance

This Policy does not create an unconditional right to refunds.

73. FORCE MAJEURE AND EXCEPTIONAL EVENTS

Kashfresh shall not be liable for refund delays, failures, or denials caused by events beyond reasonable control, including but not limited to:

  • Natural disasters (floods, earthquakes, storms)
  • Pandemics or public health emergencies
  • Government actions, embargoes, or lockdowns
  • Customs shutdowns or seizures
  • Carrier strikes or logistics network failures
  • Cyber incidents or infrastructure outages

During such events, refund timelines may be extended or claims may be suspended.

74. CROSS-BORDER LEGAL CONFLICTS

For international transactions:

  • Local consumer laws may differ from Indian law
  • Importing country regulations may restrict returns
  • Customs authorities’ decisions are final

Kashfresh is not responsible for reconciling conflicting foreign consumer laws beyond mandatory obligations.

75. STATUTORY CONSUMER RIGHTS

Nothing in this Policy limits rights granted under:

  • Consumer Protection Act, 2019 (India)
  • EU Consumer Rights Directive
  • UK Consumer Contracts Regulations
  • U.S. state and federal consumer laws
  • Canadian consumer protection statutes

Where such laws mandate refunds, repairs, or replacements, Kashfresh will comply to the extent required.

76. LIMITATION OF PLATFORM LIABILITY

To the maximum extent permitted by law:

  • Kashfresh’s liability relating to refunds is limited to amounts actually paid for the relevant transaction
  • Kashfresh is not liable for indirect, consequential, or incidental losses
  • Kashfresh is not responsible for Vendor insolvency beyond platform obligations

Further limitations are detailed in the Terms & Conditions.

77. NO DOUBLE REMEDY

Buyers are not entitled to multiple remedies for the same issue. This includes:

  • Platform refund and chargeback
  • Replacement and refund
  • Vendor compensation and Kashfresh compensation

Duplicate remedies may result in recovery actions.

78. MISUSE, ABUSE, AND POLICY VIOLATIONS

Kashfresh reserves the right to deny refunds where:

  • Claims are fraudulent or misleading
  • Evidence is manipulated
  • Multiple abusive requests are made
  • Buyer violates platform policies

Abuse may result in permanent account restrictions.

79. RECORDKEEPING AND AUDIT RIGHTS

Kashfresh maintains records of refund and return activity for:

  • Compliance and audit purposes
  • Fraud prevention
  • Regulatory reporting

Such records may be shared with authorities where legally required.

80. GOVERNING LAW FOR REFUND POLICY

This Policy is governed by the laws of India, subject to mandatory consumer protection laws applicable in the Buyer’s jurisdiction.

Disputes relating to refunds follow the dispute-resolution framework in the Terms & Conditions.

81. GRIEVANCE REDRESSAL AND ESCALATION MECHANISM

Kashfresh maintains a structured and legally compliant grievance redressal mechanism for Buyers, Vendors, and Service Users, in accordance with applicable consumer protection and e-commerce regulations.

81.1 Scope of Grievances

Grievances may relate to:

  • Refund or return delays
  • Rejection of refund requests
  • Vendor non-compliance
  • Service disputes
  • Chargeback-related concerns
  • Alleged policy violations

81.2 Escalation Levels

Grievances are handled through the following escalation structure:

Level 1 – Customer Support
Initial review by Kashfresh support team.

Level 2 – Internal Review & Mediation
Escalation to compliance and dispute-resolution team.

Level 3 – Legal & Regulatory Escalation
Where required, matters may be reviewed by legal/compliance officers.

This escalation does not limit statutory remedies available under law.

82. GRIEVANCE OFFICER DETAILS

In compliance with Indian and international e-commerce regulations, Kashfresh has designated a grievance officer.

Grievance & Compliance Contact:
📧 complaints@kashfresh.com

General Support:
📧 help@kashfresh.com

Grievances are acknowledged within legally mandated timelines and resolved within reasonable periods, subject to case complexity.

83. COMMUNICATION AND OFFICIAL CHANNELS

Refund and return communications are valid only when conducted through official Kashfresh channels, including:

  • Registered email addresses
  • Platform support systems
  • Official phone numbers

Kashfresh is not responsible for communications conducted outside official channels.

84. POLICY UPDATES AND AMENDMENTS

Kashfresh reserves the right to amend, modify, or update this Refund & Return Policy to reflect:

  • Changes in law or regulation
  • Updates to Platform features
  • Introduction of new products, digital products, services, or APIs
  • Changes in logistics or payment frameworks

Updated versions will be published on the Platform with a revised effective date.

85. VERSION CONTROL AND ARCHIVAL

Kashfresh maintains internal records of historical policy versions for audit, compliance, and legal reference.

Users may request prior versions where required by law.

86. RELATIONSHIP WITH OTHER POLICIES

This Policy must be read together with:

  • Terms & Conditions
  • Privacy Policy
  • Vendor Agreement
  • API Services Policy
  • Product- or service-specific terms

In case of inconsistency, mandatory legal provisions prevail, followed by Kashfresh’s Terms & Conditions.

87. NO WAIVER OF STATUTORY RIGHTS

Nothing in this Policy waives or limits statutory consumer rights that cannot be excluded under applicable law.

Where law mandates refunds, replacements, or remedies, Kashfresh will comply to the extent required.

88. SEVERABILITY

If any provision of this Policy is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

89. ELECTRONIC ACCEPTANCE AND BINDING EFFECT

This Policy constitutes a legally binding electronic document.

By placing an order, accessing services, or using Kashfresh.com, Users:

  • Acknowledge having read and understood this Policy
  • Agree to be bound by its terms
  • Accept the refund and return conditions stated herein

If Users do not agree, they must refrain from using the Platform.

90. GOVERNING LAW AND JURISDICTION

This Refund & Return Policy is governed by the laws of India, subject to mandatory consumer protection laws applicable in the Buyer’s jurisdiction.

Disputes are resolved in accordance with the dispute-resolution provisions set out in the Terms & Conditions.

91. PLATFORM OWNER AND ENTITY DETAILS

Platform Name: Kashfresh.com
Owned and Operated By:
Badana Communications and Business Pvt. Ltd.
CIN: U47999JK2020PTC011443

PR / Correspondence Address:
1st Floor, Bhat Complex, Near Astan, Airport Road,
Humhama, Srinagar, Jammu & Kashmir, India – 190021

Official Emails:
📩 info@kashfresh.com
📩 help@kashfresh.com
📩 complaints@kashfresh.com

Authorized Contact Officer:
Akhtar Badana

92. FINAL POLICY STATEMENT

Kashfresh.com operates as a global hybrid marketplace committed to transparency, fairness, legal compliance, and consumer trust. This Refund & Return Policy is designed to balance buyer protection with vendor accountability and operational integrity.

Refunds and returns are governed by evidence, law, and policy—not assumptions or misuse.