Returns & Refunds
Last updated: 10 June 2026
AfnoBazar is an online multivendor marketplace. Returns and refunds are handled in coordination with the Seller who fulfilled your order, in accordance with this policy and your rights under the laws of Nepal, including the Consumer Protection Act and the Electronic Commerce Act.
1. Your Statutory Right to Return Non-Conforming Goods
If the goods you receive do not conform to the description, specifications, or terms provided at the time of purchase, you may return them — provided they are unused and undamaged — and you will be fully reimbursed, including any tax you paid, without additional conditions, unless you and the Seller agree to an exchange instead. This statutory right applies in addition to the marketplace return conditions below.
2. When You Can Return an Item
- The item arrived damaged, defective, or not in working order.
- The item materially differs from its description or images.
- The wrong item, colour, size, style, or quantity was delivered.
- Parts, accessories, or documentation are missing.
3. How to Request a Return
Submit a return request from My Orders in your account, or contact [email protected], as soon as possible after delivery and within the return window shown on the product or order page. Please include your order number and supporting photographs where relevant.
4. Return Conditions
Except where goods are non-conforming under clause 1, items must be returned unused, unwashed, and unaltered, with all original packaging, tags, accessories, and free gifts intact. We or the Seller will carry out a quality check to validate each request before approving a refund or replacement. Replacements are subject to stock availability; where a replacement is unavailable, a refund is issued.
5. Non-Returnable Items
For hygiene, safety, or legal reasons, certain items may not be eligible for return except where they are non-conforming or defective — including perishable food and consumables, intimate apparel, cosmetics and personal-care products once opened, customised or made-to-order items, and gift vouchers. Brand-specific terms may apply, and select categories (such as precious jewellery) may be eligible for replacement only. Any such restriction is indicated on the product page and does not affect your statutory rights.
6. Refunds
Once the returned item is received and the quality check is completed, the refund is processed to the original payment method where possible, or otherwise via eSewa, Khalti, IME Pay, bank transfer, or AfnoBazar wallet, as applicable. For Cash on Delivery orders, refunds are issued to a wallet or bank account you nominate. Refunds are processed without undue delay and, for non-conforming goods, within the timeframes required by law.
7. Cancellations
You may cancel an order before it is dispatched from My Orders. Where payment has been made, the amount is refunded in accordance with this policy.
8. Help and Grievances
For assistance, contact [email protected] or +977-9823317191. If your concern is not resolved, you may escalate through our Grievance Redressal mechanism.