Refund policy

We want you to feel confident choosing a Potala Karma piece. This policy does not limit any mandatory consumer rights that apply in your country.

14-Day Returns

You may notify us that you wish to return an eligible physical item within 14 days after delivery, without giving a reason. After notifying us, send the item back within a further 14 days. Contact us by email or WhatsApp with your order number so we can provide the correct return address. A clear cancellation statement is sufficient; photographs are helpful for defects but are not required to exercise a change-of-mind return.

You may inspect the item as you would in a shop. Please return it with its packaging and included accessories where possible. We do not charge a fixed restocking fee. Where permitted by law, any deduction for diminished value will reflect only handling beyond what is necessary to establish the item's nature, characteristics and functioning, and we will explain it.

For a change-of-mind return, you pay the direct return shipping cost. We cover reasonable return shipping costs for items that arrive damaged, defective, incorrect or materially different from their description. Contact us before arranging return shipping for these issues.

Unique and Personalised Pieces

One-of-a-kind, age-stated and antique pieces are eligible under the return rules above; uniqueness or age alone does not make an item final sale. An identical replacement may be unavailable, in which case an appropriate repair, refund or another agreed remedy will be offered. Any lawful change-of-mind exception for goods made to your specifications or clearly personalised will be disclosed before purchase. These exceptions never remove your rights for faulty or misdescribed goods.

Lifetime Craftsmanship Warranty

Our lifetime craftsmanship warranty covers verified defects in materials or workmanship under normal use, without a 30-day reporting limit. Contact us for assessment. If a covered defect is confirmed, we will arrange repair or, where repair is not possible, an appropriate replacement at no repair or shipping cost to you. For unique pieces, contact us to agree a suitable remedy.

Wear, Misuse and Accidental Damage

Normal wear, misuse and accidental damage are not covered by the craftsmanship warranty. Repair may still be available after assessment. We will confirm any repair charge and two-way shipping cost for your approval before work begins. This warranty does not limit your statutory consumer rights or extend the voluntary return period.

How to Request a Return or Repair

Email potalakarma96@gmail.com with your order number, the reason for your request, and clear photographs of the item. Contact us for return instructions; this does not restrict a valid statutory cancellation. Once approved, we will provide the return address and next steps.

Refunds

We refund the returned item to the original payment method. For a full-order cancellation, we also refund the cost of our least expensive standard outbound delivery option; any extra amount paid for an upgraded delivery service is not refundable unless required by law. For a valid cancellation, we issue the refund within 14 days after your notice, but may withhold it until we receive the goods or evidence that you have sent them back, whichever is earlier. We normally inspect returns within 3–5 business days. Your payment provider may take additional time to display the refund. Mandatory legal deadlines and remedies take priority.

Customer Support

Email: potalakarma96@gmail.com
Business hours: Monday-Friday, 10:00-19:00 (Beijing Time, GMT+8)
We aim to reply within 24-48 hours on business days.

WhatsApp: +86 156 2901 8068
Business location: Hanyang District, Wuhan, Hubei, China. Please contact us for the correct return shipping address before sending your parcel.