Refund, Return and Cancellation Policy

Last updated: 23 October 2026

We sell fresh food and drinks, so our rules are designed around food safety. This policy covers complaints, cancellations, returns, exchanges and refunds. Contact: +92 325 5725555 (phone and WhatsApp) or info@kitchkashmirichai.com.

1. Complaints

Contact us by phone, WhatsApp or email with your order number and a description of the problem.
We will reply within 2 working days and propose a solution within 7 working days of receiving your complaint.
For a wrong, damaged, leaking or spoiled item, please send a photo or video of the item and its packaging as proof.

2. Cancellations

Café food and drinks: you can cancel free of charge until we start preparing your order. Call or WhatsApp us; email is too slow for this.
Bottled chai and gift boxes: you can cancel free of charge until your order is handed to the rider or courier.
Once preparation or dispatch has started, the order cannot be cancelled. Section 4 still applies if something is wrong.
If we cancel your order, you receive a full refund.

3. Returns and exchanges

Food and drinks cannot be returned or exchanged once they leave us, for food-safety reasons. This includes café food, bottled chai and gift boxes. If something is wrong with your order, we will replace it or refund it as set out in section 4.

Merchandise (for example the Kitch x Fauz hoodie) can be returned or exchanged within 14 days of delivery if it is unworn, unwashed and has its tags attached. Message us first; we will give you the return address. You pay the return courier charges, which are not refunded, unless the item was faulty or we sent the wrong one.

4. If something is wrong with your order

Tell us if an item was wrong or missing, damaged or leaking, or unsafe or spoiled. Report it within 24 hours of delivery or pickup for café food, and within 48 hours of delivery for bottled chai and gift boxes. Once we have checked your report, you can choose a replacement or a full refund of the affected items. If we were at fault, delivery charges are refunded too.

5. Refunds

Card payments: refunded to the card you paid with within 7 working days of approval. Your bank may take a few more days to show the credit.
Cash on delivery: refunded by bank transfer or mobile wallet to an account in your name within 7 working days of approval, or as store credit if you prefer.
Merchandise returns: refunded within 7 working days of us receiving the item.
All refunds are made in PKR.

6. Your legal rights

Nothing in this policy limits your rights under Pakistani consumer law, including the Punjab Consumer Protection Act 2005.