Our Refund Policy
Q: What if I received defective items?
All products are checked for defects before shipping. We want you to experience the pleasure of owning a beautifully made cashmere product.
However, if you should somehow receive defective or incorrect items, we will be happy to replace them at no charge to you. If the correct item is out of stock, we will offer you a choice of a different item or a gift card of the same value.
Please inform us at firstname.lastname@example.org of any damage or error within one week of receiving the items. Once acknowledged, please return the defective or incorrect item(s) in its original packaging with a means for us to identify the sender. The item must be returned in the same condition as received. Once the item is received, we will issue the replacement item (with sincerest apologies!).
Please note that our cashmere products are artisanal products. Tiny variations in dye and weave are normal for handicrafts and are not considered defects. This is especially so for the more exclusive traditional weaves and natural dye products.
Additionally, while we do our level best to represent the product faithfully on our website, variations in monitors and browsers mean that precise colour representation cannot be guaranteed; an item with slight colour variation from website perception is therefore not considered an incorrect item. Also, whether the scarf is folded, indoors, or in bright sunlight, affects the colour perception due to cashmere's hollow fibres. So be sure to open up the package to see the true colour of the scarf when worn. Find out more in our article explaining the colour shifts of cashmere!
**You will be responsible for all shipping costs related to returning and re-shipping the items. We will refund a standard postal charge of AUD9. We do not guarantee that we will receive your returned item. We hope you understand that while we absolutely value your complete satisfaction, we also need to be satisfied that a complaint is real, as we do not have the same ability as large stores and corporations to absorb the costs of fraud.
Q: What if I change my mind?
We are certain that you won't have a change of heart - once you receive and touch your cashmere item, you will not be sad! In fact, our customers are typically blown away by the quality of the product! But we understand that sometimes there can be a change of mind.
If you have these dilemmas, but do not wish to purchase an additional product, let us know at email@example.com. We are happy to help with exchanges.
In the event of an exchange, please return the item(s) in its original packaging with a means for us to identify the sender. The item must be returned in the same condition as received. Once the item is received, we will issue the exchange.
- If the exchanged item is priced differently from the original purchase, the difference will be charged to you (if more expensive) or refunded (if less expensive).
- You will be responsible for all shipping costs related to returning and re-shipping the items, plus a AUD10 re-stocking fee. You may consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Unfortunately, we are not able to accommodate complete refunds for a change of mind. Our customers' satisfaction is close to our heart, and in the best traditions of the Himalayan cashmere trade, we absolutely value personal interaction with you as we help you make the best cashmere choice - please reach out via our contact form and social channels. However, we are a small social enterprise aiming to funnel equitable value down the cashmere supply chain. We hope you understand that we do not have the same ability as large stores and corporations to absorb the costs of refunds.
For that reason, only VIP customers are exempted from the costs of returning a product, due to a longer and pre-existing relationship.