Returns & Exchanges
We want you to love your purchase!
14 Days
Return window from delivery
Easy Process
Simple return procedure
Full Refund
Money back guarantee
Return Policy
We offer a 14-day return policy from the date of delivery. If you're not completely satisfied with your purchase, you can return it for a full refund or exchange. We want you to be happy with your handmade Nepali products!
What Can Be Returned
- Items in unused, original condition
- Items with original packaging and tags
- Items returned within 14 days of delivery
- Items with proof of purchase (order number/receipt)
- Defective or damaged items (any time within 30 days)
- Incorrectly shipped items
What Cannot Be Returned
- Items returned after 14 days (unless defective)
- Used, worn, or washed items
- Items without original packaging or tags
- Custom or personalized products
- Sale or clearance items (unless defective)
- Items showing signs of wear or damage by customer
- Hygiene-sensitive products (if opened)
Exchange Policy
We're happy to exchange items for a different size, color, or style, subject to availability. Exchanges follow the same conditions as returns and must be initiated within 14 days of delivery.
Important Notes on Exchanges
- Exchanges are subject to product availability
- If the exchange item has a different price, you'll be charged/refunded the difference
- Original shipping costs are non-refundable
- You may need to pay return shipping (unless item is defective)
- Processing time for exchanges: 5-7 business days after receiving returned item
How to Return an Item
Contact Us
Email us at returns@merrycrochets.com or use our contact form with:
- Your order number
- Item(s) you want to return
- Reason for return
- Photos (if damaged/defective)
Get Return Authorization
We'll review your request within 24 hours and send you a Return Authorization (RA) number along with return instructions and shipping address.
Pack Your Item
Carefully pack the item(s) in original packaging if possible:
- Include all original tags and packaging
- Add your RA number on the package
- Include a copy of your order receipt
- Use adequate padding to prevent damage
Ship It Back
Ship the package to our returns address:
Nepali Store - Returns Department
Thamel, Kathmandu 44600
Nepal
Tip: Use a trackable shipping method and keep your tracking number. We're not responsible for lost return packages.
Get Your Refund
Once we receive and inspect your return (5-7 business days), we'll process your refund to your original payment method within 5-10 business days.
Refund Information
Refund Timeline
- Inspection: 2-3 business days
- Processing: 3-5 business days
- Bank Processing: 5-10 business days
- Total Time: 10-18 business days
What's Refunded
- ✅ Product cost (full amount)
- ✅ Original tax charges
- ❌ Original shipping cost (unless our error)
- ❌ Return shipping cost (unless defective)
Partial Refunds
We may issue partial refunds in these situations:
- Item shows obvious signs of use
- Item is missing parts or accessories
- Item is damaged but not due to shipping
- Item returned without original packaging
Damaged or Defective Items
We're truly sorry if you received a damaged or defective item!While our artisans take great care in crafting each product, occasionally issues occur during shipping or production.
We'll make it right with a replacement or full refund, including all shipping costs.
What to Do
- Contact us within 48 hours of delivery
- Provide your order number
- Send clear photos of the damage/defect
- Describe the issue in detail
What We'll Do
- Review your claim within 24 hours
- Offer immediate replacement (if available)
- Or provide full refund including shipping
- Provide prepaid return label (if needed)
- No questions asked - we trust you!
International Returns
Customers outside Nepal can return items following the same process. Please note:
- You're responsible for return shipping costs (unless defective)
- Use a trackable shipping method
- Mark package as "Returned Goods" to avoid customs fees
- International returns may take longer to process (up to 30 days)
- Customs fees paid on original order are non-refundable
Important Note About Handmade Products
All our products are handcrafted by skilled artisans in Nepal. Each item is unique and may have:
- Slight variations in color, size, or pattern
- Minor imperfections that add character
- Natural material variations
- Differences from product photos
These characteristics are not considered defects and are part of the charm of handmade goods. However, if you're genuinely unhappy with your purchase, we'll still work with you to find a solution.
Frequently Asked Questions
Can I return a gift?
Yes! The recipient can return gift items for store credit or exchange. Original gift giver can request a refund with proof of purchase.
What if I lost my receipt?
No problem! Provide your order number or the email address used for purchase. We can look it up in our system.
Can I return sale items?
Sale and clearance items are final sale unless defective or damaged. Check product description for return eligibility before purchasing.
How long until I get my refund?
Allow 10-18 business days from when we receive your return. Check your original payment method for the refund. Contact your bank if it's taking longer.
Can I exchange for a different product?
Yes! You can exchange for any product of equal or greater value. If there's a price difference, you'll be charged or refunded accordingly.
Still Have Questions?
Our customer service team is here to help with your return or exchange.