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1. General Return Policy

ShoppingSuru wants customers to receive the products they actually ordered and reasonably expect from the relevant product listing.

Subject to the conditions below, a customer may request a return, exchange or refund where the product qualifies under this Policy, the applicable product terms, or applicable Nepalese law.

Nothing in this Policy is intended to remove or restrict a consumer right that cannot lawfully be excluded.

2. Return Window

Unless otherwise stated or required by law, a return request should be submitted within:

Customers should submit return requests as soon as they discover a problem with the product.

The seven-day period applies to eligible returns and does not remove any longer or separate legal remedy that may apply to a particular transaction or product.

3. When a Return or Exchange May Be Available

Depending on the circumstances, an order may qualify for return, exchange or refund when:

• The wrong product was delivered.
• The wrong size was supplied by the vendor.
• The wrong colour was supplied by the vendor.
• The product is materially different from the product listing.
• The product is defective or damaged where applicable.
• An item or component included in the order is missing.
• The product was materially misrepresented.
• The product is counterfeit or falsely represented as genuine.
• The product otherwise qualifies for return under applicable law.

Where a product does not conform to the description or agreed specifications, ShoppingSuru will process the matter in accordance with applicable law and this Policy.

4. Customer-Fault / Customer-Attributable Returns

ShoppingSuru may permit certain discretionary returns or exchanges where there is no vendor fault and no mandatory legal return right.

Examples may include:

• The customer selected the wrong size even though accurate size information was provided.
• The customer selected the wrong colour where the order was correctly fulfilled.
• The customer changes their mind where a discretionary return is allowed.
• The customer provides an incorrect delivery address.
• The customer requests a change after dispatch where the change cannot reasonably be accommodated.

Where a discretionary return or exchange is genuinely attributable to the customer, the customer may be responsible for the applicable return or re-delivery cost.

5. Vendor-Fault Returns

A return will generally be treated as vendor fault where the issue is attributable to the vendor's fulfilment, listing, product quality, or representation.

Examples include:

• Wrong product supplied.
• Wrong size supplied when the customer ordered correctly.
• Wrong colour supplied.
• Defective product.
• Materially inaccurate description.
• Materially misleading product photographs or information.
• Missing product or component.
• Counterfeit or falsely represented product.
• Damage caused by inadequate vendor packaging where applicable.

6. Return Responsibility Summary

Situation	Typical Responsibility	Return Cost
Wrong product sent by vendor	Vendor fault	Vendor
Wrong size sent by vendor	Vendor fault	Vendor
Defective product	Vendor/product issue	Vendor, where applicable
Product materially different from listing	Vendor fault	Vendor
Customer selected wrong size despite accurate listing	Customer-attributable	Customer
Customer changes mind where discretionary return is permitted	Customer-attributable	Customer
Incorrect address supplied by customer	Customer-attributable	Customer, where applicable

The actual responsibility for a particular transaction will depend on the facts, available evidence, the relevant product terms, applicable law, and ShoppingSuru's review of the case.

7. Condition of Returned Products

Unless applicable law provides otherwise, customers requesting a discretionary return or exchange should keep the product:

• Unused and unworn.
• Unwashed.
• Undamaged by the customer.
• With original tags and labels intact where applicable.
• With original packaging where reasonably available.
• With the relevant order information or proof of purchase.

Customers should not alter, wash, damage, modify, or otherwise compromise the condition of a product before an approved return, except where examination reasonably necessary to identify a defect is unavoidable.

8. Non-Returnable or Restricted Products

Certain products may be restricted from discretionary return or exchange because of hygiene, safety, product condition, or other legitimate reasons.

Examples may include:

• Undergarments and intimate apparel.
• Swimwear where applicable.
• Products specifically marked as final sale or non-returnable.
• Products whose condition would reasonably prevent resale after use.

9. How to Request a Return or Exchange

Customers should submit their request through the ShoppingSuru return function where available, or contact:

support@shoppingsuru.com

Please provide:

• Order ID.
• Product name.
• Reason for the return or exchange.
• Photographs or other evidence where reasonably requested.
• Any additional information necessary to identify the issue.

Customers should not send a product back independently before receiving return instructions from ShoppingSuru, unless otherwise instructed.

10. Return Review Process

ShoppingSuru may review the return request and, where appropriate, communicate with the relevant vendor and/or delivery provider.

We may request photographs, packaging information, product details, delivery information, or other reasonable evidence to determine:

• Whether the product matches the original order.
• Whether the product matches the listing.
• Whether the product is defective or damaged.
• Whether the issue appears attributable to the vendor or customer.
• Whether a return, replacement, exchange or refund is appropriate.

ShoppingSuru will make a reasonable determination based on the information available and applicable law.

11. Exchanges

Where an exchange is available, the replacement may be subject to:

• Product availability.
• Available size or colour.
• The condition of the returned product.
• The applicable return reason.

If the requested replacement is unavailable or otherwise not appropriate, ShoppingSuru may process a refund where applicable.

12. Defective or Damaged Products

Customers should contact ShoppingSuru as soon as reasonably possible after discovering a defect or damage.

Where appropriate, the customer may be asked to provide photographs or other evidence of the condition.

A defective or damaged product will not be treated as a normal customer-fault return merely because the customer is outside a discretionary return condition.

13. Wrong or Missing Product

If the customer receives a product that differs materially from what was ordered, the customer should contact ShoppingSuru promptly.

Depending on the circumstances, ShoppingSuru may arrange:

• Replacement of the correct product.
• Exchange.
• Return and refund.
• Another appropriate remedy.

14. Counterfeit or Authenticity Concerns

Customers who reasonably believe a product is counterfeit or has been falsely represented as genuine should contact ShoppingSuru immediately.

ShoppingSuru may investigate the matter, request evidence or documentation from the vendor, restrict the listing, suspend the vendor, and take other appropriate action.

Where a refund or other remedy is legally or contractually applicable, ShoppingSuru will process the matter accordingly.

15. Refunds

Where a refund is approved, ShoppingSuru will normally return the applicable refundable amount through the original payment method, where technically and lawfully feasible.

Where the original payment method cannot reasonably be used, ShoppingSuru may use another appropriate refund method.

Refund processing may depend on the payment provider, bank, transaction status, returned-product inspection, and other transaction-specific circumstances.

16. Delivery Charges and Return Charges

Delivery and return charges will depend on the reason for the return and the applicable transaction terms.

As a general marketplace rule:

• For vendor-fault returns, the vendor bears the applicable return/re-delivery cost in accordance with the Vendor Agreement.
• For discretionary customer-attributable returns, the customer may bear the applicable return/re-delivery cost.

17. Refund of Delivery Charges

Where the transaction qualifies for a refund under applicable law, ShoppingSuru will determine the treatment of delivery and other charges in accordance with the transaction circumstances and applicable legal requirements.

ShoppingSuru will not use this Policy to unlawfully deduct an amount that the customer is legally entitled to receive.

18. COD Orders

For cash-on-delivery orders, a return or refund request may require ShoppingSuru to verify the delivery and payment status before processing the refund.

Refunds for COD orders may be completed through a supported bank account, digital wallet, or another appropriate method communicated by ShoppingSuru.

19. Orders Containing Multiple Vendors

An order may contain products supplied by more than one vendor.

A return or exchange request for one vendor's product does not automatically cancel or return products supplied by another vendor unless otherwise applicable.

ShoppingSuru may process each vendor's product separately where necessary.

20. Return Abuse and Fraud Prevention

ShoppingSuru may investigate unusual or repeated return/refund activity for fraud prevention and marketplace protection.

Examples of prohibited abuse include:

• Submitting knowingly false return claims.
• Returning a different product from the one purchased.
• Deliberately damaging a product before returning it.
• Repeatedly abusing promotional returns or refunds.
• Using multiple accounts to evade reasonable marketplace controls.

Any action taken under this section will be subject to applicable law and will not be used to deny a legitimate statutory consumer right.

21. Return Decisions and Disputes

Where a return reason is disputed, ShoppingSuru may review:

• Order information.
• Product listing information.
• Customer evidence.
• Vendor response.
• Delivery records.
• Images or other available evidence.

Customers may raise an unresolved complaint through our Customer Complaints & Grievance Policy.

22. Vendor Responsibility

Vendors using ShoppingSuru are required to comply with the ShoppingSuru Vendor Agreement.

Where a return is caused by a vendor's product, listing, fulfilment, packaging, or other vendor-attributable error, ShoppingSuru may recover the applicable costs from the vendor's marketplace balance or future payout where permitted by the Vendor Agreement and applicable law.

23. Legal Rights

This Policy is intended to explain ShoppingSuru's marketplace return process and does not replace applicable Nepalese law.

Where applicable law provides a customer with a right to return, exchange, replacement, refund, warranty, compensation, or another remedy, this Policy will be interpreted consistently with that law.

24. Policy Changes

ShoppingSuru may update this Policy from time to time to reflect changes in the marketplace, business procedures, applicable payment systems, legal requirements, or other legitimate reasons.

The current version will be published on this page together with its effective/revision date.