Refund policy

Return & Refund Policy

Each piece is created with great care and devotion. However, if for any reason you need to return your item, we're here to help.

1. Return Eligibility
•    Returns may be requested within 14 days of the delivery date.
•    To be eligible for a return, the item must be unused, in its original condition, and returned with all original packaging.
•    Once we receive and inspect the returned item, we will process your refund if it meets our return requirements.

2.    Damaged, Defective,Customs Returns, or Incorrect Items

a.    Damaged 
If your order arrives damaged during transit, is defective, or you receive an incorrect item, please contact us within 48 hours of delivery.
To help us resolve your claim promptly, please provide:
•    Your order number
•    Clear photographs of the damaged item
•    Clear photographs of the packaging (including the shipping label if possible)
•    A brief description of the issue

After reviewing your claim, we will work with you to provide the most appropriate resolution, which may include:
•    A replacement item
•    A full or partial refund
•    Store credit
•    Replacement parts or accessories, where applicable
Our goal is to resolve any genuine issue fairly and as quickly as possible.

b.    Returns
Due to the nature of our products and the cost of international shipping from Nepal, we generally do not accept returns for:
•    Change of mind
•    Personal preference
•    Ordering the wrong item
•    No longer needing the item
•    Misunderstanding the product after delivery when the product description accurately represents the item
We encourage all customers to carefully review the product description, dimensions, materials, and photographs before placing an order. If you have any questions, our team is always happy to assist you before you make your purchase.

c.    Custom, Personalized & Commissioned Orders
Custom-made, personalized, commissioned, or specially produced artworks are created specifically for each customer.
For this reason, these orders cannot be canceled, returned, or refunded once production has begun, except where:
•    The item arrives damaged during shipping.
•    The incorrect item was delivered.
•    There is a confirmed manufacturing defect.

d.    Certificate of Authenticity
Where applicable, any Certificate of Authenticity included with the artwork must be returned with the item if a return has been approved. Failure to return the certificate may affect refund eligibility.

e.    Customs, Duties & Refused Deliveries
International buyers are responsible for complying with their country's import regulations, including the payment of any applicable customs duties, taxes, brokerage fees, or import charges.
If a shipment is returned to EvamRatna due to:
•    Unpaid import duties or taxes
•    Refusal to accept delivery
•    Failure to respond to customs or the courier
•    Incomplete customs clearance by the recipient
•    An incorrect shipping address provided by the customer
any refund will be issued only after the shipment has been returned to us and inspected.
The refund amount will be reduced by any non-recoverable costs incurred, including but not limited to:
•    Outbound shipping costs
•    Return shipping charges
•    Customs handling fees
•    Brokerage charges (where applicable)
•    Packaging and handling expenses
•    Other costs incurred in recovering the shipment

3.    Refund Processing
Approved refunds are processed after the returned item has been received and inspected.
Refunds will be issued using the original payment method whenever possible. Depending on your payment provider or financial institution, processing times may vary.
Shipping charges, customs duties, taxes, and other non-recoverable fees are generally non-refundable unless the return is the result of our error.

4.    Order Cancellations
Orders may be canceled before production (commissioned order) has begun or before shipment. Once an order has been shipped, or once production has begun for a custom or commissioned piece, it can no longer be canceled.
If you need to request a cancellation, please contact us as soon as possible after placing your order.

Need Assistance?

We are committed to providing exceptional customer service before and after your purchase.
If you have any questions regarding your order, shipping, customs, returns, or refunds, please don't hesitate to contact our team. We'll be happy to assist you and work toward the best possible solution.
Email            :    sales@evamratna.com
WhatsApp            :    +977-970-7065424
Thank you for choosing EvamRatna and for supporting the artisans who preserve Nepal's rich Himalayan artistic traditions.