Return & Exchange Policy

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 otherwise stated on your order confirmation, our standard window for requesting a return or exchange is 30 days from the date you receive your order. This applies to most D2C purchases shipped worldwide via DHL Express or other appointed carriers.

• 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 any product clearly marked as “Final Sale”.
• Garments that have been worn, washed, damaged, altered or cared for contrary to our Cashmere Care Guide.

Small variations in colour, handfeel or texture are natural characteristics of high-quality cashmere and hand-finished knitwear. These nuances are part of the character of the garment and are not considered defects.

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: In some cases, and where appropriate, we may offer store credit instead of a cash refund. Such credit will be denominated in the original purchase currency.

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

Original shipping charges (if any) are generally non-refundable, unless we have shipped the wrong product or a confirmed faulty item. Return shipping is usually the responsibility of the client, unless we explicitly agree 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, its cost may be deducted from the final refund where applicable and permitted by local law.
• Correct customs documentation is essential when returning goods from outside Nepal to avoid delays or additional charges.

Our team will guide you on documentation where needed so that your return moves smoothly through customs and back to our atelier.

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 internal AQL 2.5 quality system supports this process and helps us trace production and packing steps.

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.

• Any QC or packing claims must be raised within the agreed inspection window after delivery.
• 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.