REFUND AND EXCHANGE POLICY
We, at NeNepal Design Private Limited (“Company” or “we” or “our”), set forth this standard refund and exchange policy (“Policy”) applicable to all our customers (“Customer/s” or “you” or “your/s”) who wish to purchase any products listed (“Product/s”) on our website (“Website”). This Policy must be read in consonance with the Company’s Shipping Policy, Terms of Use, and Privacy Policy. This Policy is subject to change without prior notice. The Customers are hence recommended to read this Policy from time to time to be abreast with any such changes. This Policy governs the return and exchange procedures of the Company. We believe in following a transparent return and exchange mechanism and this Policy sets forth the process followed by the Company. This Policy shall be applicable for the products purchased through the Company’s website ([●]) (“Website”).
Return and Replacement Policy
- All Products available on the Website are returnable, unless specified otherwise in the description of the Product on the Website provided such Product is not listed under the sale section on the Website.
- The Products shall be returned or refunded only if they meet one of the below mentioned criteria:
- If the Products received are in a damaged/defective state;
- If the Products received are wrong, size is incorrect and/or not similar to the one that the customer has ordered;
- if the wellness Products received by the customer are expired on the date of delivery of the Products; and
- Any other criteria that may be decided by the Company from time to time.
- A return or refund shall not be accepted if any of the following criteria are met:
- If the Customer has used and/or damaged the ordered Product/s;
- If the Customer has altered the Product in any shape or form;
- if the Product is a custom order or a made-to-order piece;
- If the request for return has been generated after the permissible time period as mentioned in Clause 1.5 of this Policy;
- If the Product is listed in the sale section on the Website;
- In the event the Customer has purchased a gift card of the Website;
- If the photo(s)/video(s) shared by the Customer as a verification proof have been tampered with or inconsistent with the Product/s ordered; and
- Any other criteria that may be decided by the Company from time to time.
- To process the return of a Product, a Customer must communicate such request on any of the modes as prescribed below: -
WhatsApp: 8928895985
Email: sales@nenepal.com
- Any Customer can initiate a return request by contacting the Company on the above-mentioned WhatsApp number/Email ID within 10 (ten) days of the delivery of the Product/s or such time period as may be mentioned in the Product description on the Website. Provided that the return request for any jewelry or wellness product shall be initiated within 3 (three) days from the date of delivery of the Product.
- In the event of damaged Products, the Customer is required to send the photo(s)/video(s) of the Product/s to be returned along with the Product’s receipt generated at the time of order.
- Upon initiating a request to process a return, the Customer will be contacted by the Company’s executive for further verification. Once the Company’s executive is satisfied with the verification and/or clarification of the customer, they shall confirm such request for return by the Customer.
- In order to return the Product, the Customer can either (i) ship the product at its own expense to the registered warehouse of the Company at the address mentioned in Clause 3.1 of this Policy, or (ii) the Company can arrange a pick-up of the Product at an additional cost of Rs.150/- (One hundred and fifty Indian rupees only). Please note the Company may amend the cost at any time by updating this Policy.
- The Customer must return the Product/s in the original packaging along with any gift/samples/freebies that the Customer must have received with the original Product.
- On receipt of the Product at the registered warehouse of the Company, the Company’s executive shall initiate a process for a replacement, exchange and/or refund in store credit, as the case maybe.
- In the event, the Company deems that the Product does not meet the criteria as set out in Clause 1.2, the Company shall ship the Product/s back to the Customer at the Customer’s own expense.
- In the event, the Customer has requested for a replacement, the Company shall intiate the replacement on receipt of the Product to the registered warehouse of the Company. The cost of shipping the replaced Product will be borne by trhe Company in the event the cost of return of the Product was borne by the Customer. However, in the event, the Company picked up the Product from the Customer, the shipping of the replaced Product will be at an additional cost of Rs. 150/- (One hundred and fifty Indian rupees only). Please note the Company may amend the cost at any time by updating this Policy.
- In case the Customer wishes to return part of an order the same steps must be followed as provided in Clause 1.
- Bulk orders cannot be replaced or returned. However, in case the Product received is damaged, then in such cases the customer can reach out to us as per Clause 1. Further, please note that determining whether a bulk order or part of a bulk order qualifies for return or replacement shall solely be at the discretion of the Company.
Refund Policy
- All refunds are in the form of store credit. No monetary refunds (cash or bank transfer) shall be provided by the Company except for otherwise provided in Clause 2.2. No shipping cost shall form a part of the refund.
- The Company shall initiate a monetary refund of returned Product/s only in select cases at the discretion of the Company in cases wherein (i) product is faulty or damaged, and/or (ii) the size as requested by the Customer is out of stock or nor available. In the event of monetary refund, the money shall be refunded in the original source of payment whereas in the event of cash on delivery, the refund shall be processed in the bank account or UPI account as requested by the Customer.
- All refund requests, monetary or store credits, may take upto 10 (ten) days from the date of completion of the return or cancellation of the Product.
- The store credits shall be deposited in the Customer’s account on the Website and an email regarding the same shall be sent to the Customer.
- If a customer cancels an order while the order has not been dispatched, in such a case, the amount shall be refunded within [7 working] days of cancellation subject to deduction of cost incurred, if any. However, in the event a customer cancels an order after an order has been dispatched but not delivered to the customer, a sum amounting to two-way shipping charges and handling cost shall be deducted and the rest shall be refunded within [7 working] days of cancellation.
- Any Product purchased in pursuance of an ongoing offer or purchased via any gift card shall not be refunded, however, the Product will be replaced in accordance with the Policy.
Company Details
- For return of any product, please courier the Product on the following address:
Ne Nepal Design Pvt Ltd,
32, Lovely House, Nehru Road,
Santacruz East,
Mumbai - 400055.
Maharashtra, India.
- This Policy is subject to change without prior notice. The Company shall have the final discretion for accepting the return and refund requests. The customer is hence recommended to read this Policy from time to time, on the Platform, to be abreast with any such changes.