Return & Refund Policy

1. Order Cancellations

Before Dispatch: You may cancel any order before it is dispatched from the seller or local warehouse for a 100% full refund credited immediately to your Nepsal wallet or payment account.

After Dispatch: Once an order is out for delivery with our couriers, standard return guidelines apply upon arrival.

2. Damaged or Defective Items

If you receive an item that is defective, damaged, or incorrect:

• Notify our support desk within 48 hours of receiving delivery.
• Share clear photos or video showing the defect, product box, and shipping invoice.
• Upon verification, Nepsal will arrange an immediate replacement or full refund.

3. Smart Mart Fresh Groceries

For Smart Mart grocery deliveries, any missing or damaged perishable item must be reported within 2 hours of delivery for an instant replacement or wallet credit.

4. Refund Channels & Timelines

Approved refunds are processed promptly:

• Nepsal Wallet: Instant credit for future purchases.
• eSewa / Khalti: 1 to 2 business days.
• Bank Accounts (Nepal): 3 to 5 business days.

5. Support Inquiries

To initiate a return or claim, contact our team with your Order ID at hello@nepsal.app or call +977-9827681926.