Refund policy

RETURNS AND REFUND POLICY

Last updated: September 1, 2026

At Kailash Spirit, we ask our customers to choose with care. Many of the objects we offer are handmade, created from natural materials, aged, or one of a kind. We want every purchase to be considered with respect for the object, its craftsmanship, and its individual character.

This policy explains how returns, refunds, exchanges, damage claims, and repair requests are handled. Nothing in this policy limits any mandatory consumer rights available under the laws of your country or region.

14-DAY RETURN PERIOD

For eligible items, you may request a return within 14 days of the date your order is delivered.

To qualify for a return:

  • The return request must be submitted within 14 days of delivery.

  • The item must be unused, unworn, unaltered, and returned in substantially the same condition in which it was received.

  • All accompanying parts, certificates, documentation, cases, accessories, and packaging must be included.

  • Proof of purchase or the original order number is required.

  • The return must be approved by Kailash Spirit before it is shipped.

Please do not send an item back without first contacting us. Returns sent without authorization may be refused or may experience significant processing delays.

CHANGE-OF-MIND RETURNS

If you return an eligible item because you changed your mind, selected the wrong item, or no longer wish to keep it:

  • You are responsible for the cost of returning the item.

  • We recommend using a tracked and appropriately insured shipping service.

  • Additional delivery charges paid for express, priority, or upgraded shipping are not refundable beyond any standard delivery amount required by applicable law.

  • Any customs duties, import taxes, brokerage fees, or charges paid directly to local authorities are not normally refundable by Kailash Spirit. You may need to contact the relevant customs authority regarding a possible refund.

We do not charge a fixed restocking fee for returns made within a mandatory statutory return period where such a fee is prohibited by law.

If an item has been used, worn, altered, damaged, handled beyond what is reasonably necessary to inspect it, or returned without important accompanying materials, we may reduce the refund to reflect the objectively documented loss in value, where permitted by applicable law.

HANDMADE, NATURAL, AGED, AND ONE-OF-A-KIND OBJECTS

Many Kailash Spirit objects are handmade, formed from natural materials, aged, or one of a kind.

Variations in color, texture, surface, dimensions, weight, brushwork, mineral pigment, clay, metalwork, patina, and signs of age may form part of the object’s individual character. Variations and condition details that were reasonably visible in product photographs or disclosed in the product description are not considered defects.

For aged, antique, vintage, or one-of-a-kind objects, please review all photographs, measurements, condition notes, and documentation carefully before placing your order. Our team is available to answer reasonable questions before purchase.

Where a return of a one-of-a-kind item is required or accepted, an identical replacement may not be available. Depending on the circumstances, the appropriate remedy may instead be repair, a comparable alternative, a partial refund, or a full refund.

CUSTOM-MADE AND PERSONALIZED ORDERS

Custom-made, commissioned, personalized, altered, or specially sourced items are not normally eligible for change-of-mind returns or cancellations once work or sourcing has begun.

This may include:

  • Commissioned thangkas

  • Personalized inscriptions

  • Custom dimensions, framing, mounting, colors, or materials

  • Objects altered at the customer’s request

  • Specially sourced items obtained for an individual customer

This restriction does not apply where applicable law requires otherwise, or where the item arrives damaged, defective, materially different from the approved specifications, or incorrect.

LATE RETURN REQUESTS

Return requests submitted after the applicable return period are not normally accepted.

In exceptional circumstances, Kailash Spirit may approve a late return at its discretion. Approval must be obtained before the item is shipped.

Where permitted by applicable law, an approved discretionary return submitted outside the applicable statutory return period may be subject to:

  • A restocking and handling fee of up to 15% of the item price

  • Return shipping costs

  • Any objectively documented reduction in the item’s value

Any applicable fee will be explained and agreed upon before the return is authorized. This fee does not apply to verified damaged, defective, materially misdescribed, or incorrect items.

NON-RETURNABLE ITEMS

Except where required by applicable law or where an item is faulty, the following items cannot normally be returned for change of mind:

  • Custom-made, commissioned, personalized, or altered items

  • Gift cards

  • Items clearly marked as non-returnable or final sale before purchase, where permitted by law

  • Items damaged through misuse, improper care, accidental damage, unauthorized modification, or attempted repair

  • Items returned without essential parts or materials

  • Items that cannot be safely resold because they have been materially used, worn, installed, altered, or damaged after delivery

A discounted or sale price alone does not remove any mandatory consumer rights.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If your order arrives damaged, defective, materially different from its description, or contains the wrong item, contact us as soon as reasonably possible through our Contact page.

Please provide:

  • Your order number

  • Clear photographs of the item

  • Photographs of the external and internal packaging

  • A photograph of the shipping label

  • A clear description of the issue

For damage that appears to have occurred during transportation, we recommend contacting us within 48 hours of delivery so that we can preserve evidence and submit a claim to the carrier. This requested reporting period does not remove any mandatory legal rights you may have.

After reviewing the claim, we may offer an appropriate remedy, including:

  • Repair

  • Replacement, where available

  • A comparable alternative

  • Partial refund

  • Full refund

If we confirm that the item is damaged, defective, materially misdescribed, or incorrect, Kailash Spirit will cover reasonable return shipping costs where required.

NORMAL WEAR AND ACCIDENTAL DAMAGE

Damage caused after delivery by ordinary wear, accidental impact, moisture, improper storage, misuse, unsuitable cleaning, unauthorized alteration, or attempted repair is not considered an original product defect.

Where restoration is reasonably possible, Kailash Spirit may offer repair assistance. Repair availability, cost, timing, and shipping arrangements will be assessed individually.

Unless required by applicable law or otherwise agreed in writing, the customer is responsible for repair charges and two-way shipping costs for damage caused by use, wear, accident, or improper care.

ORDER CANCELLATIONS

If you wish to cancel an order, contact us as soon as possible.

We will try to accommodate cancellation requests submitted before an order has been processed or shipped. However, we cannot guarantee cancellation once fulfillment has begun.

Custom-made, commissioned, personalized, altered, or specially sourced orders cannot normally be cancelled after work or sourcing has begun, except where applicable law provides otherwise.

If an order has already shipped, it must be handled under the applicable return procedure.

HOW TO REQUEST A RETURN, REFUND, OR REPAIR

To begin a request:

  1. Contact Kailash Spirit through the Contact page on our website.

  2. Include your order number and the reason for your request.

  3. If relevant, attach clear photographs of the item and packaging.

  4. Wait for return approval and return instructions.

  5. Ship the item only to the return address provided by our team.

Do not send returns to an address shown on a shipping label unless we have confirmed that address for the return. The original dispatch location may not be able to receive returned parcels.

Customers are responsible for ensuring that return parcels are securely packed. Where permitted by law, Kailash Spirit is not responsible for loss or damage caused by inadequate return packaging or an untracked return shipment arranged by the customer.

REFUNDS

After we receive and inspect the returned item, we will notify you whether the refund has been approved and whether any permitted deduction applies.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days after approval for the refund to be submitted. Your bank, card issuer, or payment provider may require additional time to process and display the refund.

Where required by applicable law, refunds will include the original standard delivery charge. Additional charges for express, priority, or upgraded delivery are not normally refundable.

If more than 15 business days have passed since we confirmed that a refund was issued, please contact us through our Contact page.

Refunds will not be sent to a different payment method unless both parties expressly agree and the payment provider permits it.

EXCHANGES

Exchanges depend on product availability.

Because many Kailash Spirit objects are one of a kind or produced in small quantities, we cannot guarantee that the same item will be available for exchange.

If an exchange is approved, any price difference and applicable shipping costs will be confirmed before the replacement is sent.

EUROPEAN UNION AND UNITED KINGDOM CUSTOMERS

If you are a consumer in the European Union, United Kingdom, or another jurisdiction that provides mandatory cancellation, return, refund, repair, replacement, or legal guarantee rights, those statutory rights apply in addition to this policy.

Nothing in this policy is intended to exclude, restrict, or replace rights that cannot legally be waived.

Customers exercising a statutory right of withdrawal may be responsible for the direct cost of returning the goods where permitted by law and where this responsibility was disclosed before purchase.

CONTACT

For return, refund, damage, cancellation, exchange, or repair requests, please contact Kailash Spirit through the Contact page on our website.

Please include your full name, order number, and a clear description of your request.

Thank you for choosing with care and for respecting the character of handmade, aged, and one-of-a-kind objects.

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