Returns & Refunds

Last updated 2026-10-05

Your right to return

If an item arrives damaged, defective, wrong, incomplete or not as described, you can return it within 7 days of delivery, whatever the shop's own policy. Take photos when you open the parcel.

Change of mind

Each shop sets its own change-of-mind period (shown on the product page before you buy). Items must be unused, in original packaging with all accessories. The return pickup charge for change of mind may be paid by you (free for Npasal Plus members where courier pickup is available).

Items that cannot be returned

For hygiene or safety reasons some items cannot be returned for change of mind, for example opened personal-care products, underwear, perishable food and custom-made items. Defective items can always be returned.

How to return

Open your order on Npasal and tap “Return an item”. The shop responds within 48 hours; if it refuses and you disagree, tap “Ask Npasal to review” and we decide.

Refunds

Refunds go back to the way you paid (eSewa, Khalti or bank) within 7 days of the shop receiving the item, or as cash/bank transfer for cash orders. Points and cashback earned on returned items are taken back.

Contact us

Company: Npasal

Address: Kathmandu, Nepal

Email: support@yourdomain.com

Send a complaint →