Refund policy
RETURN & REFUND POLICY
Last Updated: September 12, 2026
At New Shimla Store (NSS), we want you to shop with confidence. Every order is carefully checked before dispatch.
This Return & Refund Policy explains when a product may be eligible for a return, replacement, exchange, or refund.
1. ELIGIBLE RETURNS
A return or refund request may be considered if you receive:
• A wrong product
• A damaged or defective product
• A missing item from your order
• A product that is materially different from what was ordered
Please contact us within 48 hours of delivery if you experience any of these issues.
When contacting us, please provide:
• Order number
• Clear photographs of the product
• Photographs of the packaging
• Description of the issue
• Unboxing video, where required
2. UNBOXING VIDEO REQUIREMENT
For return or refund requests relating to a damaged, missing, incorrect, or delivery-related issue, a continuous video of the package being opened is required.
The unboxing video should clearly show:
1. The package before it is opened
2. The shipping label/order details
3. The package being opened in one continuous recording
4. The product and the issue clearly visible
This video helps us verify the condition of the package and product at the time of delivery.
Please retain the original packaging until your order has been fully checked.
Return or refund requests without the required unboxing video may not be eligible for approval, subject to applicable consumer rights and laws.
3. PRODUCTS GENERALLY NOT ELIGIBLE FOR RETURN
Returns may generally not be accepted for:
• Change of mind
• Incorrect product selection by the customer
• Products that have been used, washed, altered, cut, stitched, or damaged after delivery
• Minor colour variations caused by lighting, photography, or different screens
• Products returned without original packaging or tags, where applicable
4. CONDITION OF RETURNED PRODUCTS
Where a return is approved, the product should generally be:
• Unused
• Unwashed
• Unaltered
• Unstitched, where applicable
• In its original condition
• Accompanied by its original packaging and tags, where applicable
All returned products are subject to inspection.
5. DAMAGED OR WRONG PRODUCTS
If you receive a damaged or incorrect product, contact us within 48 hours of delivery with the required information and unboxing video.
Depending on the circumstances and product availability, NSS may provide:
• A replacement
• An exchange
• A refund
• Another appropriate resolution
6. REFUNDS
Once a refund is approved, NSS will generally initiate the refund within 5–7 business days.
The time taken for the amount to appear in your account may vary depending on your payment provider or bank.
7. RETURN SHIPPING
If the return is required because of an error attributable to NSS, we will assist with the return shipping process as appropriate.
In other circumstances, applicable shipping costs may be borne by the customer or deducted from the refund, where applicable.
8. ORDER CANCELLATION
Cancellation requests should be made before the order is dispatched.
Once an order has been dispatched, cancellation may no longer be possible.
9. SALE & PROMOTIONAL PRODUCTS
Products purchased during special sales or promotional offers may have different return or refund conditions.
Any specific conditions applicable to such products will be communicated or displayed with the relevant offer.
10. CONTACT US
New Shimla Store (NSS)
Phone / WhatsApp: 9815953109
Email: newshimlastore@gmail.com
Business Address: [Add your complete store address]
For any questions regarding returns, refunds, replacements, or exchanges, please contact us using the details above.
New Shimla Store
Real Products. Honest Communication. Transparent Service.
Real Suits. Real Quality. Real Trust.