Refunds & cancellations
Refund & Cancellation Policy
Fair, simple rules for when things don’t go to plan — and exactly how we make it right.
Last updated: March 2026
Cancel free in 5 min
Change your mind right after ordering? Cancel within 5 minutes at no charge.
Full refund if it’s wrong
Order not ready, wrong, or damaged? You’re covered for a full refund.
Fast processing
Approved refunds land back on your original payment method in 2–3 business days.
Local currency
Refunded in NPR in Nepal and USD in the US — no conversion surprises.
The basis for this policy
This policy follows Nepal’s Consumer Protection Act 2075 and US consumer protection laws, including the FTC Mail, Internet, or Telephone Order Merchandise Rule.
Cancelling an order
- You can cancel free of charge within 5 minutes of placing your order.
- After 5 minutes, cancellation is up to the seller’s approval.
- Orders that are already being prepared may not be cancellable.
When you’re entitled to a refund
You’re entitled to a full refund if:
- Your order wasn’t ready for pickup within the stated time.
- What you received was materially different from what you ordered.
- An item was damaged or defective when you collected it.
- The seller cancelled your order after accepting it.
How refunds work
- Submit your refund request within 48 hours of pickup (or the expected pickup time).
- Approved refunds are processed within 2–3 business days to your original payment method.
- Nepal — refunds are credited in NPR.
- US — refunds are credited in USD.
What isn’t refundable
- Perishable food once collected and accepted.
- Digital goods once downloaded or accessed.
- Services once provided.
If we can’t agree
Not happy with how we resolved things? You can escalate to:
- Nepal — the Department of Commerce or Consumer Court under the Consumer Protection Act 2075.
- US — your state Attorney General’s office, or the FTC at ftc.gov.
Need a hand with an order?
Email us and we’ll help sort it out — we usually reply within 2 business days.