Return & Refund Policy

At NusaHandcraft.com, customer satisfaction and trust are our top priorities. We want you to love every handcrafted item you bring into your home. If an item does not meet your expectations, we offer a transparent, straightforward return and refund policy compliant with Google Merchant Center standards and international consumer rights.

1. Return Window

We offer a 30-day return policy. You have 30 calendar days from the date your package is delivered to request a return or exchange.

2. Return Eligibility Criteria

To qualify for a full refund, returned items must meet the following criteria:

  • The item must be unused, undamaged, unaltered, and in its original condition.
  • All original tags and protective packaging must remain intact.
  • Valid proof of purchase (Order ID or confirmation email) must be provided.

3. Non-Returnable Items

For customization, hygiene, and clearance reasons, the following items cannot be returned:

  • Custom or Personalized Orders: Handcrafted pieces made to order with custom dimensions, engravings, or finishes.
  • Final Sale Items: Items marked explicitly as "Final Sale" or clearance at purchase.
  • Digital Gift Cards: Digital gift certificates or promotional vouchers.

4. Damaged, Defective, or Incorrect Items

We take extra care in packaging fragile and handcrafted items. However, if your item arrives damaged during transit, defective, or incorrect, please notify us within 7 days of delivery at mluqmanhakim2019.2@gmail.com with clear photos of the item and packaging.

For damaged, defective, or incorrect orders, Nusa Handcraft covers 100% of return shipping costs and will issue a free replacement or full refund.

5. Return Shipping Costs & Fees

  • Damaged / Defective / Incorrect Items: FREE. Fully covered by Nusa Handcraft.
  • Customer Preference / Remorse (e.g., changed mind, wrong size ordered): The customer is responsible for paying return shipping costs back to our warehouse.
  • Restocking Fees: We do NOT charge any restocking fees on returned items.

6. How to Start a Return

  1. Email our support team at mluqmanhakim2019.2@gmail.com with your Order ID and reason for return.
  2. Upon authorization, you will receive step-by-step return instructions and our warehouse address.
  3. Pack the item securely (preferably in its original protective packaging) and ship it using a trackable courier service.

7. Refund Timeline & Method

  • Inspection: Returned items are inspected within 2 to 4 business days upon arrival.
  • Issuance: Approved refunds are credited automatically back to your original payment method.
  • Reflection Time: Funds typically appear on your statement within 5 to 10 business days depending on your financial institution.

8. Contact Us

Support Email: mluqmanhakim2019.2@gmail.com
Website: NusaHandcraft.com
Support Hours: Monday – Friday, 09:00 AM – 05:00 PM (UTC+7)