Last Updated: March 27, 2026

At The Velvet Kitchen, we take immense pride in the quality of our gourmet snacks. Our Kernels Lab products are crafted with premium US-sourced kernels and artisanal seasonings to ensure a superior experience.

1. Perishable Goods Policy

Due to the perishable nature of our products (Popcorn, DIY Kits, and Seasonings), we generally do not accept returns. This policy ensures the health and safety of all our customers by guaranteeing that every product we ship is fresh and untampered with.

2. Damaged or Incorrect Orders

Your satisfaction is our top priority. If there is an issue with your order, we are here to help:

Damaged Items

If your package arrives damaged during transit via our courier partners (TCS, Leopards, DHL, or FedEx), please take a photo of the damage immediately.

Incorrect Items

If you receive a flavor or product different from what you ordered (e.g., you ordered Zesty Peri Peri Heat but received Smoky Sizzling Fajita), please let us know.

Reporting Window

Please report any issues within 24 hours of delivery to our customer service team.

3. Resolution Process

Once you contact us with proof of the issue:

• We will review your claim and, if approved, we will ship a replacement at no additional cost to you.
• In specific cases where a replacement is not possible, we may issue a store credit for your next purchase.

4. Non-Refundable Situations

We cannot offer replacements or refunds for:

• Orders with incorrect shipping addresses provided by the customer.
• Shipments marked as “Delivered” by the courier but claimed as missing.
• Personal taste preferences (e.g., if a flavor is “too spicy” for your individual palate).

5. Contact Our Support Team

To start a claim, please reach out to us with your order number and photos:

THE VELVET KITCHEN (PVT) LTD
Attn: Returns Department
Email: contact@thevelvetkitchen.com
WhatsApp Support: +92 329 544 0122