Grievance Redressal
Last updated: 10 June 2026
Afno Bazar Enterprises Pvt. Ltd. ("AfnoBazar") is committed to resolving complaints fairly and promptly. In accordance with the Electronic Commerce Act and consumer protection laws of Nepal, we operate the grievance redressal mechanism set out below.
How to Lodge a Complaint
You may submit a complaint about any product, service, Seller, order, or use of the Platform through any of the following channels:
- Online / Electronic: email [email protected] (subject line "Grievance"), or submit a request from My Orders or the Help section in your account.
- Telephone: +977-9823317191, Sunday–Friday, 10:00–18:00 NPT.
- In writing / In person: Attn: Grievance Officer, Afno Bazar Enterprises Pvt. Ltd., Sallaghari, Bhaktapur, Nepal.
Please include your name, contact details, order number (if any), and a clear description of the issue, with supporting documents or photographs where relevant.
Acknowledgement and Resolution Timeline
On receipt of a complaint, we register it and provide an acknowledgement and a reference number without delay. We investigate and communicate our decision or resolution to you within fifteen (15) days of receipt, or sooner where possible. If we need further information from you or the relevant Seller, we will let you know.
The Grievance Officer
Complaints are overseen by our Grievance Officer, who is responsible for ensuring they are registered, investigated, and resolved within the statutory timeline. You may contact the Grievance Officer through the channels above.
Escalation
If you are not satisfied with the resolution, you may request escalation by writing to [email protected] with your reference number. Disputes between Customers and Sellers are also addressed under our Dispute Resolution policy. This mechanism does not affect your right to approach the Department of Commerce, Supplies and Consumer Protection or other competent authorities under applicable law.