Refund policy
Termatree Refund & Cancellation Policy
At Termatree, we understand that purchasing a handcrafted Buddhist statue from overseas requires trust. Each statue is individually crafted by skilled artisans in Nepal with care, devotion, and attention to detail.
While we take every precaution to carefully inspect and securely package each statue before shipment, we understand that concerns may occasionally arise. If you experience an issue with your order, please contact us. We are always happy to listen, assist, and work toward a fair and appropriate solution.
Contact Us
For any questions or assistance regarding your order, refund, return, or cancellation, please contact us:
Email: sales@termatree.com
WhatsApp: +977 980-6393361
1. Refund Eligibility
A refund or replacement may be considered when:
A statue arrives significantly damaged or has a substantial defect that was not disclosed before shipment; or
The wrong statue is received, or the statue is significantly different from what was ordered.
Requests relating to these circumstances must be submitted within 14 days of delivery.
Handcrafted Nature of Our Statues
Our statues are individually handcrafted rather than mass-produced. Therefore, minor variations and subtle imperfections in texture, color, shading, gold or paint application, and other details are natural characteristics of handmade artwork.
These variations reflect the individual craftsmanship of each artisan and are part of the character and authenticity of our statues. They are not considered defects or grounds for a refund.
2. Damaged or Defective Statues
If your statue arrives significantly damaged or has a substantial defect that was not disclosed before shipment, please contact us within 14 days of delivery.
To help us understand the situation, please provide:
Your order number
Clear photographs of the affected area
Photographs of the outer packaging and shipping box, particularly in cases of transit damage
A brief description of the issue
A video, if it helps demonstrate the concern
Please keep the original packaging until the matter has been resolved and do not attempt to repair or alter the statue.
After reviewing the information, we will discuss the most appropriate resolution with you, which may include a replacement, refund, repair, or another suitable solution depending on the circumstances.
3. Incorrect or Significantly Different Statue
If you receive a statue that is incorrect or significantly different from the one you ordered, please contact us within 14 days of delivery.
After reviewing the matter, we may offer a replacement with the correct statue or a refund for the affected item.
Color and Finish Variations
Please note that the appearance of a statue may vary slightly between photographs and the actual piece. Our statues are photographed using professional lighting, and differences in lighting conditions, display settings, or screens may affect how colors, shading, brightness, and finishes appear.
If you have any concerns about the appearance of a statue before placing your order, please contact us. We will be happy to provide additional photographs, including photographs taken under natural lighting whenever possible.
Minor variations in color or finish resulting from photography, lighting, or the handcrafted nature of the statue are not considered defects.
4. Refund & Return Process
If your request qualifies under this policy, we will guide you through the appropriate process. Not every case requires the statue to be returned.
Step 1: Contact Us
Please contact us within 14 days of delivery with your order number and a description of the issue. Please include photographs or videos where applicable.
Step 2: Review
Our team will carefully review your request. If necessary, we may ask for additional photographs, videos, or other information to properly assess the matter.
Step 3: Agree on a Resolution
Once we have reviewed the matter, we will communicate the available resolution with you.
Depending on the circumstances, this may include:
A replacement
A refund
A repair or correction, where appropriate
Another mutually agreed solution
Step 4: Return, If Required
If a return is necessary, we will provide you with the appropriate return instructions.
Please do not send the statue back before receiving authorization and instructions from Termatree.
For an authorized return covered under this policy, the customer is responsible for arranging and paying the return shipping costs unless otherwise agreed by Termatree.
Where applicable, Termatree will handle the customs duties, brokerage fees, and other import or handling charges associated with the authorized return shipment to Termatree.
The customer is expected to reasonably cooperate throughout the return process and provide any information or documentation required for the shipment.
If a customer fails to cooperate with the return process—for example, by providing incomplete or incorrect documentation, failing to respond to Termatree, the courier, or customs authorities, or failing to complete required customs procedures—the customer will be responsible for any resulting customs duties, brokerage fees, handling charges, storage fees, or other costs caused by such failure.
If a return is required, please return the statue in the same condition in which you received it, together with its original packaging and accompanying items whenever possible. If the statue arrived damaged, please do not attempt to repair or alter it.
Step 5: Inspection
Upon receiving the returned statue, our team will carefully inspect it and, where appropriate, verify its condition, measurements, craftsmanship, and other relevant details against the original order and the reported concern.
Where a return is required, the refund will be approved only after this inspection has been completed.
Step 6: Refund
Once a refund has been approved, it will be issued through the original payment method whenever possible.
The time required for the funds to appear in your account depends on your bank, card issuer, payment provider, or financial institution. We will confirm with you once the refund has been processed from our side.
5. Order Cancellations
If you wish to cancel your order, please contact us before it is shipped.
We will do our best to accommodate cancellation requests received before shipment. Once an order has been shipped, it can no longer be cancelled under this policy.
Approved cancellations will be refunded to the original payment method, subject to any applicable non-refundable payment processing fees or other costs already incurred.
Consecrated Statues
Once a statue has been consecrated, cancellation is no longer possible.
Consecration is a sacred process through which a statue is ritually prepared and blessed according to Buddhist tradition. Following consecration, the statue is regarded as having a sacred connection with its intended recipient.
For this reason, a consecrated statue cannot simply be returned to our general inventory and offered to another customer. We therefore cannot accept cancellation requests once the consecration process has been completed.
6. Custom & Commissioned Statues
Custom and commissioned statues are created specifically according to the customer's requirements. Before production begins, we work with the customer to confirm important details such as the design, measurements, iconography, materials, and other specifications.
Because these statues require dedicated artisan time, materials, planning, and resources, cancellations or refunds due to a change of mind are generally not possible once production has begun.
However, we will carefully review the matter if:
A. The Finished Statue Differs Significantly From the Commission
If the completed statue is significantly different from the specifications that were agreed upon and confirmed, we will review the matter and work toward an appropriate resolution.
B. There Was a Significant Misunderstanding
If a misunderstanding between the customer, our representative, or our artisans results in a substantially incorrect statue, we will carefully review the circumstances and may offer a correction, replacement, refund, or another appropriate solution.
We kindly ask customers to carefully review and confirm all specifications before production begins. Once production has started, changes may not always be possible and may result in additional costs or changes to the production timeline.
7. Customs Returns
For international orders, customers are responsible for complying with the customs and import requirements of their destination country and for responding promptly to requests from customs authorities or the shipping carrier.
We strongly encourage customers to familiarize themselves with their country's customs regulations, import requirements, duties, and taxes before placing an order.
If an original shipment is returned to Termatree because of circumstances attributable to the recipient, including:
Incomplete or incorrect information or documentation
Failure to respond to customs or courier requests
Refusal to accept the parcel
Failure to pay applicable import duties, taxes, or other charges
Failure to complete required customs procedures
the customer will be responsible for the resulting costs.
In such circumstances, Termatree may deduct a reasonable amount from any eligible refund to cover international shipping, return shipping, customs, brokerage, handling, storage, and other costs incurred as a result of the return.
The remaining eligible amount, if any, will be refunded to the original payment method after the package has been received and inspected.
8. Important Notes
Refund or replacement requests for damaged, defective, incorrect, or significantly different statues must be submitted within 14 days of delivery.
A return is only required when Termatree determines that it is necessary.
Please do not return a statue without receiving return instructions from Termatree.
Minor variations resulting from the handcrafted nature of our statues, photography, lighting, or display screens are not considered defects.
Custom and commissioned statues are subject to the specific conditions outlined in this policy.
Consecrated statues cannot be cancelled once the consecration process has been completed.
Customs duties, import taxes, and charges arising from the customer's failure to comply with customs requirements are the customer's responsibility.
For authorized returns covered under this policy, Termatree will handle applicable return customs and related charges where applicable, provided the customer reasonably cooperates with the return process.
Still Need Help?
If you have any questions about your order or need assistance with a refund, return, cancellation, or customs matter, please contact us. We are always happy to assist you.
Email: sales@termatree.com
WhatsApp: +977 980-6393361
We genuinely value every customer and the trust placed in us when purchasing a sacred work of Buddhist art from Nepal. Our intention is always to handle every concern with fairness, understanding, and compassion.
Warm Regards,
Termatree Team