Cancellation, Refund & Return Policy

Cancellation, Refund & Return Policy

1 Introduction

The portal, (“Website”) is managed and operated by Nepcart trade company Private Limited ,a private limited company incorporated under the Companies Act, 2013 with its registered office located at THASIKHEL CHOWK , LALITPUR 5 , BAGMATI , NEPAL Nepkart is inter alia engaged in the business of wholesale and retail trade in home improvement sector and sale of their allied and auxiliary products (“Product” or “Products”), through its Platforms and providing other construction and appliances solutions (collectively as “Services”) to the users of the Platforms (“User” or “You” or “Your”).

2 Objectives of this Policy

2.1 In keeping with Nepkart’s goal of ensuring User satisfaction, this cancellation, return and refund policy (“Cancellation, Return and Refund Policy”), together with the terms of use at, sets out Nepkart’s procedures and policies in accepting: (a) Product cancellations before the Product is delivered to a User; or (b) Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return or cancellation of Products by Users shall be governed by and subject to the terms and conditions set out under this Cancellation, Return and Refund Policy.

2.2 Users are required to peruse and understand the terms of this Cancellation, Return and Refund Policy. If You do not agree to the terms contained in this Cancellation, Return and Refund Policy, You are advised not to accept the terms of use and may forthwith leave and stop using the Platforms. The terms contained in this Cancellation, Return and Refund Policy shall be accepted without modification and You agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

3 Terms of cancellation

3.1 Cancellation before dispatch.

3.1.1 A User is permitted to fully or partially cancel orders prior to its dispatch from Nepkart.

3.1.2 The user will be given a unique order ID which can be used by him/her to track the status of the order.

3.1.3 Prior to the invoicing of the purchased Products, should the User decide to cancel the purchase, the User can do so through App/website in the my account section.

3.1.4 Refund. In all events of cancellation, prior to the dispatch of the purchased Products, Nepkart shall initiate refunds within 7(seven) business days from the date on which it received the request from the User.

3.1.5 In case of payment made through prepaid mode through any channel, the refund will be made to the original mode of payment and/or to User’s Nepkart wallet. All refunds shall be subject to applicable charges as may be deducted by the User’s bank.

3.2 Cancellation after dispatch. The process for cancellation after invoicing will follow the same process as returns.

4 Terms of Return & Refund

For returnable products only, returns to be initiated within 3 days from the date of delivery of products, subject to the other terms and conditions of this Cancellation, Return and Refund Policy. Do read all sections carefully to understand the conditions and cases under which returns will be accepted and check the Products display page for Product specific return information. (subject to Para 4.7, please keep the item in its original condition, with outer box or case, user manual, warranty cards, and other accompaniments in manufacturer packaging for a successful return pick-up)

4.1 Notwithstanding anything to the contrary, Users cannot return certain Products which are specified as ‘non-returnable’ on the relevant Product pages of the Platforms, and (b) Such Products may be returned only in case of defects or damages in the Products, incorrect products shipped to the User, missing components and empty sealed packages, and not for any other reason.

4.2 Subject to the terms of this Cancellation, Return and Refund Policy, Nepkart offers Users an easy return/refund policy. Nepkart also accepts partial returns wherein Users can raise a return request for one or all Products except in case of Bundled Packages (as defined hereinafter).

4.3 While raising a request for return on the Platforms, the User shall have the option to seek a refund of the monies paid by him/her towards the purchase of the Product. The User may be required to produce a copy of the original invoice at the time of placing a request for return of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Cancellation, Return and Refund Policy and are, among other conditions, unused with no damage and stains, with price label intact, all packaging material undamaged and unused. Nepkart reserves the right to alter and enforce this Cancellation, Return and Refund Policy at any time without having to serve a prior notice on the User. However, Nepkart will notify the Users of any change in the Cancellation, Return and Refund Policy by posting a notice on the homepage of the Platform.

4.4 If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for Nepkart to process refunds

4.5 Return of or refund for purchased Products shall not be entertained by Nepkart if:

the Product has been used, Nepkart shall reserve the right to reject the return of the Product;
the price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
the serial number / barcode of the Product, as applicable, does not match Nepkart’s records;
the accessories delivered with the Product (such as user manuals, etc) are not returned along with the Product, in an undamaged condition;
there are any dents, scratches, tears or any other damage to the Products or any part thereof;
the gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect;
Nepkart is satisfied that the Product has been rendered defective or unusable; or
if the User in any way breaches the Cancellation, Return and Refund Policy

4.6 In the event a User returns a Product that is not accompanied by the accessories or other items originally bundled with such Product, Nepkart shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

4.7 Nepkart shall initiate a process of refund of the monies paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that Nepkart shall not be required to make any refund or return the Product that it deems ineligible for a refund or return based on such quality checks.

4.8 It is expressly clarified that the refund entitled to by a User shall include monies paid towards shipping charges or any other such charges applicable from time to time. Delivery charges applied on these products shall be refunded in proportion to the quantities returned.

4.9 Refund amount will be credited to the customer’s account within 2 to 7 working days from the material received in the warehouse. Nepkart shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. Nepkart disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.

4.10 If the request for refund is undisputed by Nepkart, the refund should reflect in the User’s bank account and/or the User’s Nepkart Wallet within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which Nepkart initiates the refund.

4.11 The refund will be made to the original mode of payment and/or to User’s Nepkart wallet.

4.12 Where a User has opted for pay on delivery option for payment towards the purchased Products, Nepkart shall process all refunds into either the User’s Nepkart Wallet or the Users’ valid bank accounts, if details of such accounts are provided by the User to Nepkart at the time of refund. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, Nepkart shall process all refunds through a Payment Option (as defined in the Fees and Payments Policy) Nepkart deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User’s Nepkart Wallet, on request, it can be further transferred to a bank account as per details shared and would continue to remain in the User’s Nepkart Wallet until refunded/exhausted for shopping on the Platforms.

4.13 Return of purchased Products are facilitated through Nepkart’s reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by Nepkart, Nepkart’s reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and deliver it to Nepkart. While Nepkart has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in Nepal, currently, Nepkart has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where Nepkart is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to Nepkart’s shipping warehouse, the address for which will be intimated to the User upon the User placing such request for return.

5 Grievance Redressal

Any grievances relating to the Cancellation, Return and Refund Policy may be directed by You to the grievance officer of NEPKART who can be contacted at: