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Refund policy

At Nusa, we are committed to ensuring your satisfaction with our authentic, handmade Balinese goods, crafted by skilled artisans. Our Return and Refund Policy outlines the steps to return or request a refund for eligible items, ensuring a seamless experience. Please read this policy carefully before making a purchase.

Our Commitment

We stand behind the quality of our products, including silver jewelry, rattan bags, batik textiles, and wood carvings. If your order arrives damaged, defective, or incorrect, we offer options for returns (for replacements or refunds) or refunds (without returning the item) within 14 days of delivery, subject to the conditions below. Our goal is to resolve issues quickly and fairly, with most requests processed within 48 hours.

Eligibility for Returns and Refunds
To be eligible for a return or refund, your item must meet one of the following conditions:
  • Damaged: The item arrived broken or unusable (e.g., cracked carving, torn textile).
  • Defective: The item does not match the description or has manufacturing flaws (e.g., faulty jewelry clasp).
  • Incorrect: The wrong item was sent (e.g., received a rattan bag instead of a batik scarf).
Non-eligible items include:
  • Items used, altered, or not in original condition/packaging.
  • Custom-made or personalised products (e.g., engraved jewelry), unless damaged or defective.
  • Items returned after the 7-day window.
Return Process
If you prefer a replacement or a refund with return, follow these steps:
  1. Submit a Request: Contact us within 7 days of delivery via our Customer Support Portal. Provide your order number, item details, and reason for return (e.g., “Damaged carving”). Upload photos of the issue for faster processing.
  2. Receive Approval: Our team reviews your request within 48 hours and, if approved, provides a return shipping label or instructions.
  3. Ship the Item: Package the item securely in its original condition and send it to the artisan’s address (e.g., Celuk, Bali) using our logistics partner, DHL. You may be responsible for return shipping costs (USD $5–$50, depending on item and location), unless the issue is due to merchant error (e.g., wrong item).
  4. Receive Replacement or Refund: Once the merchant receives and verifies the return (7–21 days for international shipping), we’ll issue a replacement (if requested) or a refund to your original payment method (processed within 3–5 business days).
Refund Process (Without Return)
If you prefer a refund without returning the item (e.g., for minor defects), follow these steps:
  1. Submit a Request: Within 14 days of delivery, submit a request via our Customer Support Portal. Include your order number, item details, reason for refund, and photos of the issue (e.g., minor scratch on jewelry).
  2. Receive Approval: Our team reviews your request within 48 hours. Approved refunds are processed without requiring a return.
  3. Receive Refund: Refunds are issued to your original payment method within 3–5 business days after approval.
Costs and Responsibilities
  • Return Shipping Costs: Customers cover return shipping, unless the issue is due to merchant error (e.g., wrong or defective item), in which case the merchant covers the cost.
  • Refund Costs: For approved refunds (with or without return), the marketplace covers the refund amount.
Processing Times
  • Request Review: Within 48 hours via our Customer Support Portal.
  • Return Shipping: 7–21 days for international returns, tracked via AfterShip with DHL.
  • Replacement Delivery: 7–21 days after artisan receives return, depending on location.
  • Refund Processing: 3–5 business days after approval or return receipt.
Tracking Your Return or Refund
Contact Us

If you have questions about our Return and Refund Policy or need assistance, please:
Important Notes
  • International Shipping: Returns/refunds for international orders (U.S., Australia, Europe) may take 7–21 days due to customs and logistics..
  • Policy Updates: We may update this policy to improve your experience. Changes will be posted on this page.
Thank you for choosing Nusa. We value your trust and are dedicated to showcasing the beauty of Balinese craftsmanship.

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