At Kashvi Silk, customer trust is one of our most important values. We are committed to listening to customer concerns and resolving genuine issues in a fair, transparent, and respectful manner.
1. Customer Support Details
For product queries, order support, shipping updates, return requests, exchange requests, refund updates, cancellation requests, or general help, customers may contact us at:
Kashvi Silk
Business Name: Trade Nexus
Address: Rajatalab, Varanasi, Uttar Pradesh – 221311
Email: care@kashvisilk.com
Phone / WhatsApp: 8787004566
Support Hours: 6:00 AM to 8:00 PM
2. Grievance Officer Details
For complaints or concerns that remain unresolved through regular customer support, customers may contact our grievance officer.
Grievance Officer Name: [Insert Name]
Designation: Grievance Officer
Email: care@kashvisilk.com
Phone / WhatsApp: 8787004566
Address: Rajatalab, Varanasi, Uttar Pradesh – 221311
3. Issues Covered Under This Policy
Customers may raise complaints related to:
- Order confirmation
- Payment issue
- Shipping or delivery delay
- Wrong product received
- Damaged or defective product received
- Return or exchange request
- Refund status
- Product description concern
- Customer support experience
- Privacy-related concern
- Any other genuine issue related to purchase or website use
4. Details Required for Complaint
To help us resolve the issue faster, customers are requested to provide:
- Full name
- Order ID
- Registered phone number
- Email address
- Product name or details
- Clear description of the issue
- Photos and videos, if applicable
- Unboxing video, where required
- Any previous communication reference
Incomplete details may delay the complaint review and resolution process.
5. Complaint Acknowledgement Timeline
We will make reasonable efforts to acknowledge customer complaints within 48 hours of receiving them.
Acknowledgement may be sent through email, WhatsApp, phone, SMS, or any other suitable communication channel.
6. Complaint Resolution Timeline
We will make reasonable efforts to resolve customer complaints within one month from the date of receipt.
Some cases may take additional time due to:
- Product verification
- Courier investigation
- Payment gateway timeline
- Bank processing timeline
- Return shipment delay
- International shipping/customs issue
- Missing customer documents, photos, or videos
7. Complaint Review Process
After receiving the complaint, our team may:
- Verify order details
- Check payment and shipping status
- Review product photos/videos
- Coordinate with courier or payment partners
- Ask for additional information
- Offer a suitable resolution as per our policies
Possible resolutions may include product replacement, exchange, refund, store credit, clarification, or rejection of claim if the request is not valid under our policies.
8. False, Fraudulent or Abusive Claims
Kashvi Silk reserves the right to reject complaints that are false, fraudulent, abusive, misleading, incomplete, or made with dishonest intention.
We may also refuse support in cases of repeated misuse, abusive communication, fake claims, product damage caused by customer, or policy violation.
9. Customer Conduct
We request customers to communicate respectfully with our support team. We are committed to resolving genuine issues, and polite communication helps us provide faster and better support.
10. Escalation
If a customer is not satisfied with the first response, they may request escalation by mentioning “Grievance Escalation” in the subject line or message.
Escalation Email: care@kashvisilk.com