Refund policy

At Nusantara Blades, every piece is hand-forged and hand-carved by Indonesian artisans. We stand behind our craftsmanship and want you to be fully satisfied. Please read this policy carefully so the return and refund process is clear and smooth for both sides.

1. RETURN WINDOW

You may request a return within 30 calendar days from the date your order is delivered (based on the carrier's tracking record). Requests made after 30 days cannot be accepted.

2. CONDITIONS TO BE ELIGIBLE FOR A RETURN

To qualify for a return, ALL of the following must be met:

  • The item is unused, unsharpened, and shows no signs of use or wear
  • The item is undamaged and in its original condition
  • The item includes ALL original parts: blade, sheath, packaging, tags, and any accessories or gifts
  • The item has NOT been engraved, modified, customized, or altered in any way
  • You have a valid proof of purchase (order number or receipt)
  • You have received a Return Authorization (RA) from us BEFORE sending anything back

Items returned without meeting these conditions, or without prior authorization, will be rejected and returned to you at your expense, with no refund issued.

3. IMPORTANT: HAND-MADE VARIATIONS ARE NOT DEFECTS

Because each blade is forged and carved by hand, the following are NORMAL and are NOT considered defects or grounds for a refund:

  • Slight differences in size, weight, color, or wood grain
  • Natural variations in the carving, pattern, or finish
  • Minor forge marks or tool marks that reflect the handmade process

Your item may look slightly different from the photos, as no two pieces are identical.

4. ITEMS THAT CANNOT BE RETURNED OR REFUNDED

  • Custom, personalized, or engraved orders
  • Items that have been used, sharpened, or modified
  • Sale, clearance, or final-sale items
  • Items damaged due to misuse, neglect, or improper care after delivery
  • Gift cards
  • Items seized or confiscated by customs due to local laws (see our Legal Notice)

5. HOW TO REQUEST A RETURN (STEP BY STEP)

Step 1 - Email us at support@nusantarablades.com within 30 days of delivery, using the subject line "Return Request - [Your Order Number]".

Step 2 - Include in your email:

  • Your order number and full name
  • The reason for the return
  • Clear photos, and a short video if possible, of the item and packaging

Step 3 - Wait for our reply. We respond within 1-2 business days with either approval and a Return Authorization (RA) number, or a request for more information.

Step 4 - If approved, ship the item to our return address (below) and write the RA number on the outside of the parcel. DO NOT ship anything before receiving your RA - unauthorized returns are not accepted.

Step 5 - Pack the item securely, preferably in its original packaging, so it is protected in transit.

Step 6 - Ship using a TRACKED service and email us the tracking number. Keep your proof of postage until your refund is completed.

RETURN ADDRESS (use only after your return is authorized): Nusantara Blades Jl. Raya Bojongsoang No. 85, Kecamatan Bojongsoang, Kabupaten Bandung, Jawa Barat, Indonesia 40288

6. RETURN SHIPPING COSTS

  • For change-of-mind returns: the customer is responsible for the return shipping cost. Please note our return address is in Indonesia, so international return shipping may be costly - consider this before requesting a change-of-mind return. Original shipping fees are non-refundable.
  • For items that are defective, damaged on arrival, or incorrect: we cover everything - see Section 8.

We strongly recommend a tracked and insured service. We are not responsible for returns lost or damaged in transit back to us.

7. INSPECTION & REFUND PROCESS

1. Once we receive your return, we inspect it within 3 business days. 2. We email you to confirm whether the return passed inspection. 3. If approved, your refund is issued to your ORIGINAL payment method. 4. Refunds are processed within 5-10 business days after approval. Your bank or card issuer may take additional time to post the funds. 5. Original shipping costs, and any return shipping costs for change-of-mind returns, are non-refundable. If the returned item fails inspection (used, damaged, or incomplete), we may refuse the refund or offer a partial refund, and will return the item to you at your expense.

8. DAMAGED, DEFECTIVE, OR WRONG ITEMS (OUR FAULT)

If your order arrives damaged, defective, or you received the wrong item:

  • Contact us within 7 days of delivery at support@nusantarablades.com
  • Send clear photos AND a video showing the issue, plus a photo of the shipping label
  • Do NOT discard the item or packaging until your case is resolved

Once verified, you choose a FREE replacement or a FULL refund (including shipping). In most cases you will NOT need to ship the item back - your photos and video are enough.

9. ORDER CANCELLATIONS

You may cancel your order for a full refund only if it has NOT yet been shipped. Email us as soon as possible at support@nusantarablades.com. Once an order has been dispatched, it cannot be cancelled and must follow the return process above.

10. LOST OR DELAYED SHIPMENTS

If your tracking shows no movement, or your order has not arrived within the estimated delivery time, contact us and we will investigate with the carrier before issuing a replacement or refund. Delays caused by customs are outside our control.

11. CONTACT US

For all return and refund requests:

  • Email: support@nusantarablades.com
  • WhatsApp/Phone: +62 821-1518-6138
  • Business: Nusantara Blades
  • Return address: Jl. Raya Bojongsoang No. 85, Kecamatan Bojongsoang, Kabupaten Bandung, Jawa Barat, Indonesia 40288

We aim to reply within 1-2 business days.