Refund Policy

At NepalGrocer, customer satisfaction is our top priority. We strive to deliver the highest quality products and services to our valued customers. However, we understand that there may be instances where a refund is necessary. Please review our Refund Policy below for information on our refund process.

Eligibility for Refunds

Refunds will be granted under the following conditions:

  1. Damaged or Defective Items: If you receive a damaged or defective product, please contact our customer support team immediately. We may request photos or additional information to assess the issue. If the product is deemed damaged or defective due to our fault, we will issue a full refund or provide a replacement, based on your preference.
  2. Incorrect Items: If you receive an item that is not what you ordered, please contact our customer support team immediately. We will verify the issue and, if it is determined to be our error, we will issue a full refund or provide a replacement, based on your preference.
  3. Missing Items: If you do not receive an item that you ordered, please contact our customer support team immediately. We will investigate the issue, and if it is determined to be our error, we will issue a full refund or provide a replacement, based on your preference.

Please note that refunds will not be granted under the following conditions:

  1. Change of Mind: We do not issue refunds for items due to a change of mind or personal preference.
  2. Incorrect Address or Unavailability: Refunds will not be issued if a delivery is unsuccessful due to the customer providing an incorrect address or being unavailable to receive the order.

Refund Process:

To initiate a refund, please contact our customer support team with your order number, a detailed description of the issue, and any relevant photos or documentation. Our team will review your request and respond with further instructions within 2 business days.

If your refund request is approved, the refund amount will be credited back to your original payment method within 7 business days. Please note that processing times may vary depending on your financial institution.

At NepalGrocer, we value your business and are committed to ensuring a positive shopping experience. If you have any questions or concerns about our Refund Policy, please do not hesitate to contact our customer support team for assistance.

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