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 somehow receive defective or incorrect items, we will be happy to replace them. If it 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 email@example.com 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.
Please note that our cashmere products are artisanally-made products. They are not machine woven or machine dyed. 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.
Additionally, while we do our best to represent the product's colour on our website, variations in monitors and browsers mean that precise colour representation cannot be guaranteed. A slight colour variation from website perception is therefore not considered an incorrect item. Also, please be aware that 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!
**In the event of returns due to error, you will be responsible for all shipping costs related to returning the items. We will then refund a standard postal charge of AUD9. We do not guarantee that we will receive your returned item. While we absolutely value our customers' satisfaction, we also need to be satisfied that a complaint is real, as we do not have the same ability as large stores 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 handiwork of our weavers! But sometimes there can be a change of mind - underestimating the warmth, perhaps, or wish you had a different colour.
If you have these dilemmas, but do not wish to purchase an additional product, let us know at firstname.lastname@example.org. We are happy to help with exchange requests. Once agreed, 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.
- 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 helping 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 fast fashion stores 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.