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Return and Refund Policies

We, to the greatest, care about clients’ purchases, desires and happiness. Clients’ satisfaction is our primary goal and priority. However, if any unprecedented mismatch or misrepresentation occurs, we are more than happy to help. This return and refund policies clearly, deals and states customer right to return products, receive refunds and the condition under which the application can be made, in accordance with the E-commerce Act, 2025 of Nepal and other prevailing Nepalese laws.

1. Eligibility for Return or Refund

   Customers may request a return or exchange only if: 

  1. If the delivered product does not match the description (image, brand, design, weight, quantity, or variant) as advertised and purchased.
  2. If the product is damaged, expired, defective, or unfit for intended use at the time of delivery.
  3. If the product is incomplete or missing essential components.
  4. If the delivery exceeds the committed time frame by more than 7 working days without justifiable cause.
  5. The service provided is unsatisfactory or not delivered.
  6. The customer agrees to bear or split return shipping (in some cases)

2. Non-Returnable / Non-Refundable Products.

The product may lose it capacity to fully return and refund only if,

    1. If the products that are opened or distorted from original condition.
    2. If products are purchased under final clearance, flash sales, or non-refundable offers
    3. Products that are damaged after delivery due to customer mishandling
    4. Items returned without original packaging, accessories, or invoice
    5. If return or refund requeste is not made within 3 working days after order is being fully deliverd or received

3. Procedure to File a Refund Request

Customers must follow the steps below:

  1. Submit a request via email, website dashboard, or helpline within the permitted timeframe.
  2. Provide:
    • Order number
    • Product details
    • Reason for return or refund
  3. Photographic or video evidence (in case of damage or defect)
  4. Our support team will review and respond within 48 hours.
  5. If approved:
    • A pickup will be arranged (where feasible) or
    • The customer may visit the store designated address to exchange

4. Refund Method and Timeline

The return product after proper verification and check, passes the eligibility criteria is deem to refund.

  1. Refunds will be processed to the original payment method (eSewa, Khalti, Bank, Card) within 3 working days.
  2. For Cash on delivery orders, refunds will be issued via digital wallet or bank transfer upon confirmation.
  3. Full refunds include product price and applicable taxes. Shipping charges may be excluded unless the return is due to seller error.

5. Exchange Policy

Customer can exchange the product if it fulfills the conditions as provided in Clause (1) of Return and Refund Policies. Customer possesses the right to substitute the delivery location, time, receiver full-name. Provided that, this process occurs in mutual understanding between both parties except the buyer agrees to pay the shipping chagres.

6. Cancellation of Orders

  1. Customers may cancel any order before it is marked as “shipped”.
  2. Post-shipment cancellations are subject to return policies.
  3. If the product is out of stock or cannot be delivered, the business will notify and issue a full refund within 5 days.

7. Protection Against Abuse

To protect against policy misuse:

  1. Frequent return/refund abuse may result in suspension or account review
  2. The company reserves the right to investigate suspicious or repetitive claims
  3. Refunds will be declined for deliberate damage or misrepresentation

This clause is compliant with the Muluki Devani (Civil) Code, 2074 (2017) and General Principles of Fair Trade under Nepalese commercial law.

8. Legal Disclosures

This Return & Refund Policy is issued in compliance with:

  1. The E-Commerce Act, 2080 (2023)
  2. The Consumer Protection Act, 2075 (2018)
  3. Muluki Devani (Civil) Code, 2074 (2017
  4. The Individual Privacy Act, 2075
  5. Payment and Settlement Bylaw, 2015
  6. Other prevailing e-commerce and digital transaction laws in Nepal

 

Any unresolved disputes shall be resolved under Nepalese law and may be referred to a consumer tribunal or commercial court where applicable.

9. Contact Information

For any questions or concerns about these Terms, please contact us:

Email: sgbeautyshopy@gmail.com

Phone: +977 9709146510

Address: Bharatpur, Chitwan