At Destino Darjeeling, we aim to provide quality products and a reliable shopping experience. This Refund & Cancellation Policy explains the conditions under which an order may be cancelled, returned, replaced or refunded.

1. Order Cancellation

Customers may request cancellation of an order before the order has been dispatched.

To request cancellation, please contact us as soon as possible with your order number and registered contact details.

Once an order has been dispatched, cancellation may not be possible.

2. Cancellation by Destino Darjeeling

We reserve the right to cancel an order in circumstances such as:

• Product being unavailable
• Incorrect or incomplete customer information
• Payment verification issues
• Suspected fraudulent or unauthorized transactions
• Technical or pricing errors
• Delivery limitations
• Circumstances beyond our reasonable control

If payment has already been received for an order cancelled by us, an eligible refund will be processed.

3. Returns

Because our products may include food and dairy products, returns are subject to product type, condition and applicable food-safety requirements.

For hygiene and safety reasons, opened, used or tampered food products may generally not be eligible for return.

Customers should contact us promptly if they receive a product that is:

• Damaged during transportation
• Incorrect
• Defective or visibly compromised
• Different from the product ordered

4. Damaged Product

If your package arrives damaged, leaking or visibly tampered with, please contact us as soon as possible.

To help us investigate the issue, customers may be requested to provide:

• Photographs of the outer package
• Photographs of the product
• Photograph of the shipping label
• Order number
• Description of the issue

Please retain the original packaging until the matter has been resolved.

5. Wrong Product or Missing Item

If you receive an incorrect product or an item is missing from your order, please contact us promptly with the order details.

After verification, we may provide an appropriate resolution, which may include replacement, refund or another suitable solution depending on the circumstances.

6. Refund Eligibility

A refund may be considered in situations such as:

• An eligible order is cancelled before dispatch
• An order is cancelled by Destino Darjeeling after payment
• A payment is successfully received but the order cannot be fulfilled
• An incorrect or damaged product is verified and a refund is approved
• Another refund is required under applicable law or our policies

Refund eligibility is subject to verification and the applicable terms.

7. Refund Process

Once a refund has been approved, it will generally be processed through the original payment method where possible.

The time taken for the refund to appear in the customer’s account may depend on the payment gateway, bank or financial institution.

Destino Darjeeling does not control the processing time of third-party banks or payment providers.

8. Shipping Charges

Shipping charges may be treated separately depending on the reason for cancellation, return or refund.

Where a product is verified as damaged, incorrect or otherwise eligible for a refund, the applicable shipping charges will be considered according to the circumstances and applicable terms.

9. Non-Refundable Situations

Refunds or replacements may generally not be available where:

• The product has been opened or used without a verified quality issue
• Damage occurred after delivery due to improper handling
• The customer provided an incorrect delivery address
• The customer refused or failed to accept the shipment without a valid reason
• The product was damaged due to improper storage after delivery
• A return request is made outside the applicable reporting period

Exceptions may apply where required by applicable law.

10. Refund for Failed Payment

If money has been deducted from your account but the order was not successfully confirmed, please contact us with the payment transaction details.

We will review the transaction status. If the payment was successfully received but the order was not created or cannot be fulfilled, an eligible refund will be initiated.

11. How to Request a Refund or Cancellation

Please contact us with:

• Customer name
• Order number
• Registered phone number or email
• Product name
• Reason for cancellation, return or refund
• Relevant photographs, where applicable

Our team will review the request and communicate the next steps.

12. Contact Us

For refund, return or cancellation assistance, please contact:

Destino Darjeeling
Founder: Mr. Anirban Biswas

Registered Office:
Kurseong Circuit House, Mandir Busty, Ghayabari I, Gidda Pahar, Darjeeling Kurseong, West Bengal – 734203, India

Call / WhatsApp: +91-9064752760
Email: ridgerunner11174@gmail.com

Business Hours:
Monday – Friday
8:00 AM – 5:00 PM