Refund & Return Policy
Refunds are available under specific conditions. We prioritize fairness for our artisans, tour partners, and platform integrity.
Refund & Return Eligibility
Understanding our strict eligibility conditions and requirements
14-Day Refund Window
Refunds only eligible within 14 calendar days of product delivery confirmation or scheduled tourism service date. Late claims will not be entertained under any circumstances.
Return Condition — Mandatory
Items must be unused, undamaged, in original packaging with receipt and sent via trackable shipping. Damaged returns, opened packaging, or missing components = Non-refundable.
Tour Cancellation Policy
7+ days: 90% refundable (10% processing fee), 2-6 days: 50% refundable, <48 hours: No refund. All cancellations via email only. Refunds for group bookings require minimum 14 days notice.
General Policy Notes
Refunds processed within 10 business days if approved. Return shipping is customer's responsibility unless item damaged in transit. Repeated requests may lead to account suspension.
Special Refund Conditions
Craft Products
- • Custom/personalized items: Non-refundable
- • Handmade variations: Not considered defects
- • Damaged in transit: Must be reported within 24 hours of delivery
- • Misrepresented item: Refund only if different from product description
Tourism Services
- • Weather: Refund only if service is fully cancelled by ArtStay
- • Guide change: Replacement guide or partial credit, not full refund
- • Force majeure: Full or partial refund based on operator discretion
- • No-show: Strictly non-refundable without minimum 24-hour written notice
No-Show or Last-Minute Absence
- • No refund unless documented emergency with proof
- • All rescheduling requests require 48-hour prior notice
- • All cancellations must be requested via email only
Refund Process
Step-by-step process for submitting and receiving refunds, if approved
Submit a Refund Request
Email support@kashmirartstay.com within 14-day window with Order/booking ID, clear reason, and required proof. Incomplete requests will be automatically rejected.
Internal Review
Our team assesses your request against time of submission, nature of issue, supporting documentation, and prior refund history. ArtStay reserves right to deny requests.
Resolution Instructions
If approved: Craft products get return shipping instructions. Tour services receive refund, credit, or rescheduling instructions based on cancellation timing.
Refund Disbursement
Refunds processed within 5–7 business days after item inspection. Refunds only to original payment method. No cash or third-party refunds.
Important Reminders
- • ArtStay does not process cash or third-party refunds
- • Repeat abuse of refund policy may result in account suspension
- • Return shipping cost is borne by the customer, unless item arrived damaged and was reported within 24 hours
Need Help?
For refund or return requests, contact our support team
Email Support
Send your refund request with all required documentation
support@kashmirartstay.com
Response Time: Within 2 business days
🧭 Reminder
By submitting a refund request, you acknowledge your acceptance of the conditions outlined in our Refund & Return Eligibility Policy. We prioritize platform integrity, artisan protection, and responsible tourism commitments.