Honest about returns from Nepal
Nepal is a landlocked country. All shipments travel through Indian ports — adding distance, transit time, and cost in both directions. Physical returns are logistically complicated and expensive. We are transparent about that upfront, and we work hard to resolve problems without making you ship goods back.
Return shipping from your country back to Kathmandu typically costs more than the goods themselves on small-to-mid orders. Customs clearance, export documentation, and re-import duties on both sides add further cost and delay. In most cases, a credit note or partial replacement shipment is faster, cheaper, and less stressful for both parties — and that is what we will always offer first.
When something goes wrong — damaged goods, wrong items shipped, quality not matching samples — we work through the following in order of preference:
- Credit note — applied to your next order. No return shipping required. Fastest resolution.
- Partial replacement — replacement units included in your next shipment at no extra charge.
- Full replacement shipment — for serious defect quantities, we re-make and re-ship at our cost.
- Monetary refund — issued only when none of the above is appropriate or the buyer has no future orders planned. Requires physical return of goods in most cases.
Because Nepal is landlocked, all international shipments route through India. Return shipping from most buyer countries costs USD 15–40 per kg and can take 4–10 weeks to arrive in Kathmandu. For orders under a few hundred dollars, return shipping frequently exceeds the product value.
We are honest about this because we believe it is better for both sides to know the reality before committing to a return. In almost every case, a credit note or replacement shipment is the smarter resolution — and the one we will always propose first.
If you paid a 50% advance deposit and production has already begun, that deposit is non-refundable — it covers labour and materials already committed to your order.
- Items received defective or damaged in transit
- Wrong item shipped (different SKU or style from order)
- Significant quality deviation from approved samples
- Issue reported within 30 days of delivery
- Supported by photos and order number
- Change of mind or buyer overstock
- Custom or private-label orders made to buyer specifications
- Items that have been used, washed, or altered
- Opened incense sticks or self-care consumables
- Minor natural variation in handmade goods (colour, texture, size within ±5%)
- Issues reported after 30 days from delivery
- Damage caused by improper storage or handling after delivery
Monetary refunds are returned via the same channel used for the original payment:
- Wire transfer / TT — primary method, 3–5 business days
- Letter of Credit — per LC terms
- Western Union / MoneyGram / RIA
We do not issue refunds via PayPal or Wise.
Have a problem with an order?
Contact us with your order number and photos. We respond within one business day and will always look for the most practical resolution first.