From Ladakh to Your Home.
COPPER VALLEY ZANGKAR
From Ladakh to Your Home.
Operated by: ZANGKAR LLP
Website: https://cvz.zangkar.com
Customer Support: contact@zangkar.com
Phone: +91 9149418921
Effective Date: 14 October 2026
At Copper Valley Zangkar, we take pride in bringing carefully sourced products from Ladakh to your home.
Our products reflect the natural character of the Himalayan region, the work of local communities and our commitment to responsible handling, quality and customer satisfaction.
We want every purchase to be transparent, reliable and reassuring.
This Cancellation, Returns & Refunds Policy explains how customers may cancel orders, report problems, request replacements and receive refunds.
This policy applies to purchases made directly through cvz.zangkar.com and is governed by applicable Indian consumer protection laws.
Nothing in this policy limits or excludes rights and remedies available to consumers under applicable law.
Customers may request cancellation of an order before it has been dispatched.
To request cancellation:
Customer support hours: Monday to Saturday, 10:00 AM – 6:00 PM IST.
We will verify the order’s fulfilment status and confirm whether cancellation is possible.
Once cancellation is confirmed, any eligible prepaid amount will be refunded to the original payment method.
We aim to initiate approved cancellation refunds within 5–7 business days.
Additional time may be required by banks or payment service providers to reflect the credit.
Once an order has been dispatched, routine cancellation may no longer be possible.
However, customers may request appropriate assistance where an order is delayed, not delivered, damaged, defective, incorrect or otherwise falls within applicable consumer protection rights.
Dispatch does not eliminate a customer’s statutory rights.
We may cancel an order where reasonably necessary due to:
Where we cancel a prepaid order and do not supply the products, we will arrange a refund of the applicable amount, unless retention or withholding is legally required.
We will communicate material cancellation decisions through available customer contact details.
Customers may request a return, replacement or refund where:
For domestic orders, we request that customers report visible damage, missing items, incorrect products or other delivery-related problems within 5 calendar days of receiving the order.
Reporting promptly helps us investigate the shipment and resolve the matter efficiently.
For an issue involving potential food contamination, spoilage or tampering, please contact us as soon as possible and discontinue consumption.
The five-day reporting window does not extinguish rights or remedies that customers may have under applicable consumer protection laws.
Please email contact@zangkar.com with the subject:
Return / Refund Request – Order #[Order Number]
Include:
Our team will review the information and may contact you for reasonable additional details.
Photographs and videos help resolve complaints faster but will not be treated as an absolute prerequisite where the nature of the complaint or applicable law makes that unreasonable.
Copper Valley Zangkar primarily sells packaged food and botanical products, including seabuckthorn berries, seabuckthorn powder, roasted barley and other products.
Because these items are consumable or hygiene-sensitive, we generally do not accept discretionary returns for a change of mind after successful delivery.
Examples include:
Important exception: These restrictions do not prevent legitimate claims concerning defective, unsafe, damaged, incorrect, misdescribed or otherwise non-conforming products.
An opened package may still be the subject of a valid complaint, especially where a defect becomes apparent only after opening.
Free promotional gifts have no separate cash refund value unless otherwise expressly stated. This does not affect remedies relating to defective products supplied as part of a purchased bundle.
We may assess reported issues using relevant photographs, batch details, packaging information, delivery records and other reasonable evidence.
Depending on the circumstances, we may:
Where a return is necessary because we supplied a defective, damaged, incorrect or otherwise non-conforming product, we will bear reasonable return-shipping costs as required by applicable law.
Where physical return is unnecessary or impractical for hygiene or safety reasons, we may resolve the complaint without requiring the customer to ship the affected food product back.
We may ask customers to retain the packaging and affected product temporarily where reasonably necessary for an investigation, provided doing so is safe.
Approved refunds will be processed through an appropriate, secure payment method.
| Refund category | Target processing time |
|---|---|
| Eligible cancellation before dispatch | 5–7 business days |
| Approved return or product complaint | 5–7 business days following approval |
| Confirmed lost or undelivered order | 5–7 business days following resolution |
| Approved international refund | 7–14 business days |
These are our intended processing periods, not guaranteed dates on which funds will appear in the customer’s account.
Prepaid orders: Refunds will generally be issued to the original payment method, subject to payment-provider procedures.
Cash on Delivery orders: If this payment option is offered, approved refunds may be processed through a verified bank transfer or another agreed secure refund channel.
We will never request your banking password, card PIN or one-time password to process a refund.
Where a refund is legally due because of our error, defect or service failure, we will not impose unjustified deductions.
Any lawful deduction applicable to a discretionary return or customer-caused failed delivery will be disclosed and explained.
If an order has not arrived by the communicated delivery date, please contact our customer support team.
We will review the shipment with the relevant logistics provider and provide an appropriate update.
Where a shipment is confirmed lost, undelivered or subject to a qualifying delay, the customer may be entitled to a replacement, cancellation or refund in accordance with applicable law.
If delivery is unsuccessful because of an inaccurate address, repeated customer unavailability or an unjustified refusal to accept an otherwise conforming shipment, we may assess reasonable and previously disclosed shipping or return-to-origin charges where legally permitted.
Such circumstances do not automatically forfeit the entire purchase amount.
For material delays or fulfilment failures for which we are responsible, statutory consumer remedies remain available.
Our products originate from naturally grown or harvested agricultural and botanical materials.
Depending on the product, genuine natural variation may occur in colour, texture, size, aroma or appearance.
These characteristics do not automatically indicate a defect, provided the product remains safe, properly labelled, consistent with its description and compliant with applicable quality requirements.
Natural variation will not be used as a justification to reject a valid complaint about contamination, spoilage, incorrect contents, misleading descriptions or other non-conformity.
International orders may be offered only to destinations expressly supported by our website or confirmed by our team.
Availability, shipping charges, delivery arrangements and any product-specific restrictions will be communicated before order confirmation.
Customers may request cancellation before dispatch.
After dispatch, routine cancellation may not be possible, but applicable contractual and mandatory consumer rights will continue to apply.
Because international return logistics for packaged food can be complex, discretionary change-of-mind returns are generally unavailable.
Customers may nevertheless seek assistance for damaged, defective, incorrect, unsafe or materially misdescribed products.
We request that visibly damaged or incorrect international orders be reported within 48 hours of delivery, where practical.
This is a prompt-reporting request and does not override mandatory rights available under applicable law.
Please email contact@zangkar.com with your order number, destination country, description of the problem and any available supporting photographs.
We will assess the circumstances and advise on appropriate resolution options.
International customers may be responsible for destination-country import duties, taxes, customs clearance charges or other mandatory charges, where these have been properly disclosed and are legally payable by the customer.
Any such charges will be governed by the applicable laws and shipping arrangements.
Some agricultural and botanical products may be subject to import restrictions or inspection requirements.
Where we are responsible for an undisclosed restriction, misrepresentation or other fulfilment failure, we will provide remedies required by applicable law.
Customs-related events will be assessed individually. No provision of this policy excludes liability that cannot lawfully be excluded.
Customers are responsible for supplying accurate and complete delivery and contact information.
If you notice an error after ordering, please contact us immediately.
We will try to update the details before dispatch, where operationally possible.
Changes may not be possible after a shipment has entered the courier network.
Any additional costs or refund adjustments will be handled transparently and subject to applicable legal requirements.
Refunds for purchases made using coupons, promotional discounts or bundled offers will ordinarily reflect the actual amount paid, subject to any refund required by law.
Where a partial refund affects the qualification for a promotional offer, we may recalculate the eligible amount in accordance with the promotion’s clearly disclosed terms and applicable law.
Promotional terms will not be used to deny remedies for defective, unsafe, incorrect or non-conforming goods.
We are committed to resolving legitimate concerns fairly and promptly.
Customers may raise complaints relating to cancellation, order fulfilment, delivery, returns, replacements or refunds through our support channels.
We aim to acknowledge consumer grievances within 48 hours and resolve them within one month of receipt, in accordance with applicable e-commerce requirements.
Where required by applicable law, we will also provide a copy or record of the complaint and relevant grievance tracking information.
Grievance Officer: [Insert designated officer’s name and designation]
Email: contact@zangkar.com
Telephone: +91 9149418921
Registered / Principal Business Address: [Insert verified geographical business address]
Customers retain the right to approach appropriate consumer grievance or dispute resolution authorities where applicable.
We may update this policy to reflect changes in operational procedures, logistics arrangements, product categories or applicable laws.
Changes will be published on our website with a revised effective date.
We will not retrospectively apply changes in a manner that unlawfully reduces rights associated with orders already placed.
For any cancellation, return, replacement, refund or delivery-related enquiry:
COPPER VALLEY ZANGKAR
Operated by ZANGKAR LLP
Email: contact@zangkar.com
Phone: +91 9149418921
Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST
Website: https://cvz.zangkar.com
Registered / Principal Address: [Insert verified business address]
Our Promise
From Ladakh to your home, every order represents a relationship of trust.
We are committed to responsible product handling, transparent communication and fair resolution of legitimate customer concerns.
COPPER VALLEY ZANGKAR
From Ladakh to Your Home.
© 2026 ZANGKAR LLP. All rights reserved.