Last Updated: October 8, 2026
This policy applies to orders placed on the Bhutan Product international store. Orders placed on our Bhutan store follow our Shipping & Delivery and Return & Refund policies instead.
1. Who We Are
Bhutan Product is a licensed Bhutanese online business (Licence No. R1010511, Ministry of Industry, Commerce & Employment). The international store sells Bhutan-made products only, shipped from Bhutan.
2. Prices and Payment
- Prices are shown and charged in US dollars. They are converted from Ngultrum using the Royal Monetary Authority's daily exchange rate, plus a small margin that covers card fees and currency movement. The price you see at checkout is the price you pay — it does not change after you order.
- You pay by credit or debit card (Visa, Mastercard or American Express) on Bank of Bhutan's secure payment page. We never see or store your card details.
- Your own bank may apply its own currency conversion or foreign-transaction fee. We do not control that.
3. Shipping
- Orders are shipped from Bhutan by Bhutan Post EMS, with tracking.
- Your order is sold, packed and shipped from Bhutan by Bhutan Product. A large or heavy order may be shipped in more than one parcel to stay within the carrier's weight limit for your country, and the parcels may arrive on different days. Shipping is calculated for each parcel, with one handling fee per order, and shown at checkout before you pay.
- The shipping cost depends on the weight of your parcels and your country. Larger orders are split into several parcels to stay within the carrier's weight limit for your country.
- Processing time: we dispatch your order within 3 to 5 business days of payment.
- Delivery time: once dispatched, EMS delivery usually takes 10 to 21 days, depending on your country and local customs. These are estimates, not guarantees.
- We ship to the countries offered at checkout. We cannot ship to Iran, Sudan, Russia or Belarus.
4. Customs, Duties and Taxes
- Prices do not include import duties, customs fees, VAT or other taxes charged by your country. These are the buyer's responsibility and may be collected by customs or the postal service when your parcel arrives.
- We cannot predict these charges. Please check your country's rules before ordering. You are responsible for making sure the items you order can be legally imported into your country.
- If a parcel is refused, or is not collected because duties or fees were not paid, it may be returned to us or destroyed by customs. In that case we refund the price of the items only — not the shipping or any return costs.
5. Your Address and Tracking
Please enter a complete, correct address and a phone number with its country code. If a parcel cannot be delivered because the address or phone number was wrong or incomplete, you pay the cost of sending it again. You will receive a tracking number by email once each parcel is dispatched.
6. Damaged, Lost or Wrong Items
- If an item arrives damaged or defective, or is not what you ordered, contact us within 7 days of delivery with your order number and clear photos. We will send a replacement or refund you, at no cost to you.
- If a tracked parcel has not arrived 45 days after it was dispatched, contact us. We will investigate with Bhutan Post and either send the items again or refund you.
7. Cancellations
You may cancel for a full refund before your order is dispatched. Once an order has been dispatched it cannot be cancelled.
8. Returns and Refunds
- Because of the cost of shipping from Bhutan, we do not accept returns for change of mind. Many of our products are handmade, so slight natural variations are part of the product.
- Returns for damaged, defective or wrongly sent items must be approved by us first. When the problem is our error, we pay the return shipping.
- Approved refunds are paid to the original card, in US dollars, for the amount you were charged, within 7 to 10 business days of our approval. Your bank may take additional time to show the refund.
- The original shipping cost is refunded only when the problem was our error.
9. Your Information
Your name, address and phone number are shared with Bhutan Post and customs authorities only as needed to deliver your order. See our Privacy Policy for more.
10. Contact
Questions about an order? Contact us with your order number using the details below.
Bhutan Product Website: https://bhutanproduct.com Business Address: Next to the Thimphu Welcome Gate, adjacent to Numinous Hotel, Thimphu, Bhutan Email: info@bhutanproduct.com Phone / WhatsApp: +975 17369998
