Refund & Return Policy

Effective September 29, 2026

We want you to love what you buy. If something isn't right, this policy explains how to cancel an order, return an item or get a refund.

In short: you can return most items within 14 days of delivery. Damaged or incorrect items are refunded or replaced at no cost to you. Refunds go back to your original payment method within 5–10 business days of approval.

1. Cancelling an order

You can cancel an order free of charge until it has been shipped. Email nepahands@gmail.com with your order number as soon as possible. Bank-transfer orders are paid before they are placed, so if you cancel one we refund your transfer to the account it came from.

2. Returns

You may return an item within 14 days of receiving it if:

it is unused, undamaged and in its original condition and packaging;
you contact us first to request a return (please don't send items back without a return confirmation);
it is not one of the non-returnable items listed below.

Non-returnable items

Personalised, custom-made or made-to-order pieces (unless they arrive damaged or faulty).
Items that have been used, washed or damaged after delivery.
Gift cards and items marked "final sale".

Please remember that small variations in colour, size and texture are a natural part of handmade goods and are not considered defects — see our Terms of Service.

3. How to return an item

Email nepahands@gmail.com with your order number, the item(s) you want to return and the reason.
We'll reply with return instructions and the return address.
Pack the item carefully — handmade pieces are often fragile. Items damaged in return transit because of poor packaging may not be refunded in full.
We recommend a tracked shipping service, as we can't be responsible for returns lost on the way back to us.

4. Return shipping costs

Change of mind: you pay the return shipping cost. Original shipping charges are not refunded.
Damaged, faulty or wrong item: we cover return shipping, or may ask you to keep the item and send a photo instead.

5. Damaged or incorrect items

If your order arrives damaged, faulty or isn't what you ordered, please email us within 7 days of delivery with your order number and photos of the item and packaging. We'll offer a replacement (where available) or a full refund, including shipping.

6. Refunds

Once we receive and inspect your return, we'll email you to confirm whether the refund is approved.
Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few extra days to show it.
Card (Stripe) orders are refunded to the same card.
Paddle orders are refunded through Paddle, our Merchant of Record for those orders, to the original payment method.
Bank transfer orders are refunded by bank transfer to an account in the payer's name. We'll ask you for the account details.
If you used a discount code, the refund is for the amount you actually paid.

7. Exchanges

Because most pieces are one-of-a-kind, we can't always offer a like-for-like exchange. The quickest way to get a different item is to return the original for a refund and place a new order.

8. Your legal rights

This policy does not affect your statutory rights. If the consumer laws of your country give you a longer cancellation period or additional remedies, those rights apply.

9. Contact

For returns and refunds, email nepahands@gmail.com or call +61 478 544 668, and include your order number.

Refund & Return Policy

Effective September 29, 2026

We want you to love what you buy. If something isn't right, this policy explains how to cancel an order, return an item or get a refund.

2. Returns

You may return an item within 14 days of receiving it if:

it is unused, undamaged and in its original condition and packaging;

you contact us first to request a return (please don't send items back without a return confirmation);

it is not one of the non-returnable items listed below.

Non-returnable items

Personalised, custom-made or made-to-order pieces (unless they arrive damaged or faulty).

Items that have been used, washed or damaged after delivery.

Gift cards and items marked "final sale".

Please remember that small variations in colour, size and texture are a natural part of handmade goods and are not considered defects — see our Terms of Service.

3. How to return an item

Email nepahands@gmail.com with your order number, the item(s) you want to return and the reason.

We'll reply with return instructions and the return address.

Pack the item carefully — handmade pieces are often fragile. Items damaged in return transit because of poor packaging may not be refunded in full.

We recommend a tracked shipping service, as we can't be responsible for returns lost on the way back to us.

6. Refunds

Once we receive and inspect your return, we'll email you to confirm whether the refund is approved.

Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few extra days to show it.

Card (Stripe) orders are refunded to the same card.

Paddle orders are refunded through Paddle, our Merchant of Record for those orders, to the original payment method.

Bank transfer orders are refunded by bank transfer to an account in the payer's name. We'll ask you for the account details.

If you used a discount code, the refund is for the amount you actually paid.