Rückgabe- und Umtauschbedingungen

Eligibility for Returns & Exchanges

We accept returns and exchanges for eligible products that are unused, unwashed, unaltered and returned with all original tags, labels and packaging intact within the specified return window. Items must arrive back to us in fully resaleable condition.

• No visible signs of wear, odour, stains, deodorant marks, pet hair or fabric stretching.
• All Kanchan Cashmere labels, hangtags and care labels still attached exactly as received.
• Garments folded carefully and placed in protective packaging to avoid creasing or friction damage in transit.
• Every return or exchange request authorised in advance by our team; unauthorised parcels may be refused or returned to sender.
• Proof of purchase (order confirmation or invoice) provided for all returns and exchanges.

We reserve the right to decline a refund or exchange if an item is returned in a condition that does not meet these standards. In such cases, we may return the product to you and share a short explanation from our quality team.

Return Periods & Where They Apply

Unless a different period is shown at checkout or in your order confirmation, please request an eligible return or exchange within 30 Tage of receiving your order. Any longer mandatory cancellation or return right under applicable law will continue to apply.

• Requests submitted after the return window may not be accepted, except in clearly justified cases such as a confirmed manufacturing defect.
• Only items purchased directly from the official Kanchan Cashmere website or declared direct channels are covered by this policy.
• Pieces purchased through independent boutiques or multi-brand retailers are subject to the returns policy of that retailer.

During certain gifting periods or special campaigns, we may offer extended return or exchange windows. Where this applies, the revised dates will be clearly mentioned at checkout or on the relevant campaign page.

Final Sale, Custom Orders & Other Exclusions

Some products are not eligible for return or exchange, except where they are confirmed faulty under our quality criteria. This is to protect both hygiene and the intensive, custom nature of our work.

• Made-to-measure or customised pieces, including altered sizing, bespoke colourways or monogramming.
• Wholesale, B2B, private-label and co-branded orders governed by signed commercial agreements.
• Sample-sale items, archive pieces and products clearly marked “Final Sale”, except where applicable law provides otherwise.
• Garments that have been worn, washed, damaged, altered or cared for contrary to our Cashmere Care Guide.

Minor variations in colour, handfeel, texture or dimensions may arise from natural fibres and hand-finishing. They are assessed against the product description, approved specification and applicable legal standards before any claim is determined.

How to Request a Return or Exchange

Before sending anything back to us, please contact our team so we can confirm eligibility and provide the correct return instructions.

• Include your order number, the item name, size and whether you are requesting a refund or an exchange.
• Our team will review your request, confirm whether the item qualifies under this policy, and share the appropriate return address and reference.
• Where required, we may ask for clear photos of the item and packaging before authorising the return.

Please pack your garment in a secure outer box, ideally reusing the original carton and tissue. This helps protect the cashmere fibres and ensures the piece returns to us in suitable condition for inspection.

Exchanges, Refunds & Store Credit

Wherever stock allows, we are pleased to assist with exchanges — for example, a different size or colour in the same style. If the requested item is not available, we may offer an alternative piece, a refund or store credit.

Once your return has been received and inspected, we will email you to confirm the outcome:

• Exchanges: If the replacement item is higher in value, you will be invited to settle the difference before shipment. If it is lower in value, the difference may be refunded or converted into store credit according to local rules.
• Refunds: Approved refunds are usually processed to the original payment method. Processing times depend on your bank, card issuer or payment service.
• Store Credit: Store credit may be offered as an option. It will not replace a refund where a cash refund is required by applicable law.

If an item is returned outside the policy, or arrives in a condition that prevents resale, we may decline the refund and return the garment to you with a brief explanation from our quality control team.

Shipping Costs, Duties & Taxes on Returns

The treatment of original delivery charges and return shipping depends on the reason for return, the order terms and applicable law. For a discretionary change-of-mind return, the client will normally arrange and pay for secure return transport unless we confirm otherwise.

• For international orders, import duties, VAT and local taxes are often collected by authorities and may not be refundable through us.
• If we provide a prepaid return label, any deduction will be disclosed before the return and made only where permitted by applicable law.
• Correct customs documentation is essential when returning goods from outside Nepal to avoid delays or additional charges.

We can provide reasonable guidance on return documentation, but customs authorities and carriers control clearance, assessment and transit.

If Your Item Arrives Faulty or Damaged

If you believe your garment is faulty or has been damaged in transit, please contact us as soon as possible after delivery. Include your order number, a clear description of the issue and photographs of the garment and packaging.

• Where a manufacturing fault is confirmed, we will offer repair, replacement or refund in line with applicable consumer protection rules.
• If the damage occurred during transit, we may coordinate with the carrier to review and resolve the claim.
• Our quality records, inspection findings, order specifications and available transit evidence support the review.

Our objective is always to resolve genuine quality issues calmly and fairly, while preserving the standards that define Kanchan Cashmere.

Trade Orders & Business Agreements

For wholesale, private-label and other B2B programs, returns, claims and credit notes are governed primarily by the Business & Delivery Agreement and the confirmed order terms for each buyer.

• Quality or packing claims must be documented and submitted within the inspection window stated in the applicable agreement or confirmed order.
• Bulk returns are not accepted without prior written approval and a clear remediation plan.
• Potential remedies may include rework, replacement, partial credit or other commercial solutions as defined in the applicable agreement.

This Returns & Exchanges page is primarily written for D2C clients. Trade partners should always refer to their signed documents for detailed, binding terms.