Return, Replacement & Refund Policy (फिर्ता, सट्टा तथा रकम फिर्ता नीति)

In compliance with Nepal Electronic Commerce Act 2081 and Consumer Protection Act 2075.

At Karnali Organic Agro Processing Pvt. Ltd., we take utmost care in delivering 100% natural, unadulterated Himalayan grains, pulses, and cold-ground spices. However, if your delivery does not meet standards, we provide an immediate remedy.

1. Inspection Window & Return Eligibility (फिर्ताको समयसीमा र सर्तहरू)

Reporting Period: Any defective, damaged, spoiled, or incorrect shipment must be reported within 7 days of delivery.
Valid Grounds for Return/Replacement:
- Damaged or broken packaging during transit.
- Receipt of incorrect item, variant, or weight (e.g., ordered Marsi Rice 5kg, received 1kg).
- Quality discrepancy (e.g., moisture compromise, foreign particles, pest infestation upon unboxing).
- Discrepancy between the advertised description and received product.
Conditions: Perishable food items must remain in their original packaging, unmixed, and accompanied by the original invoice (bill) or digital order confirmation.

2. Return & Replacement Procedure (फिर्ता प्रक्रिया)

Take a photograph or short unboxing video clearly showing the defect or parcel label.
Contact our Grievance Desk via WhatsApp at +977-98XXXXXXXX or email grievance@karnaliorganic.org.np with your Order ID.
Our team will verify and dispatch a replacement package within 2 business days free of delivery charges, or schedule a pickup.

3. Refund Settlement (रकम फिर्ता प्रक्रिया)

Prepaid Orders (eSewa / Khalti / Fonepay / Card): Refunds are credited directly back to the original payment source within 3 to 7 banking days from return inspection approval.
Cash on Delivery (COD) Orders: Refunds will be transferred directly via eSewa, Khalti, or direct bank transfer (Fonepay) to the customer’s verified account within 3 business days.
Delivery Charge Refunds: If the return is due to our error or transit damage, 100% of the delivery fee is refunded.