Refund, Return and Cancellation Policy

1. Policy scope

This policy applies to eligible products, orders and service payments made directly through NepalBuild. Marketplace partners or custom project contracts may have additional written conditions that will be disclosed before confirmation.

2. Order cancellation

• An unprocessed standard-product order may be cancelled by contacting NepalBuild promptly.
• Cancellation may not be available after dispatch, supplier commitment, cutting, fabrication, tinting, mixing or other customization.
• Payment-gateway or non-recoverable logistics charges may be deducted where permitted and clearly supported.

3. Eligible product returns

• The product is materially different from the confirmed order, damaged before delivery or supplied in an incorrect quantity.
• The concern is reported promptly with invoice, delivery record, packaging and clear photographs.
• The product remains unused and in resalable condition unless the claim concerns an inherent defect.
• Return transport and inspection arrangements are approved by NepalBuild before goods are sent back.

4. Non-returnable items

• Custom-made, cut-to-size, fabricated, mixed, tinted, specially imported or project-specific goods.
• Opened chemicals, adhesives, coatings, membranes or hygiene-sensitive products where integrity cannot be verified.
• Items damaged by incorrect storage, handling, installation, moisture, misuse or failure to follow technical instructions.
• Clearance goods or products identified as final sale before purchase, except where law requires otherwise.

5. Service cancellation and deposits

Consultation, design, site mobilization, installation and construction deposits may be partly or fully non-refundable once resources, procurement, drawings, travel or labour have been committed. Any refundable amount will be calculated from the accepted proposal, completed work and documented costs.

6. Inspection and resolution

NepalBuild may inspect returned goods or the project site before approving a replacement, repair, credit or refund. Resolution depends on the nature of the issue, manufacturer warranty, available stock and the confirmed contractual scope.

7. Refund method and timing

Approved refunds are normally returned through the original payment method where practical. Processing time depends on the bank or payment provider. NepalBuild will communicate the approved amount and initiation status, but cannot control external settlement timelines.

8. Shipping and delivery charges

Original or return delivery charges may be refundable when NepalBuild confirms an incorrect or damaged supply. Otherwise, logistics and handling charges may remain payable, particularly for remote sites, failed delivery attempts or customer-requested returns.

9. How to make a claim

• Contact NepalBuild with the order or quotation number.
• Describe the issue and requested resolution.
• Provide photographs, delivery documents, invoice and relevant technical details.
• Keep the product safely stored until collection, inspection or other instructions are provided.

10. Disputes

NepalBuild will first attempt a fair, documented resolution. This policy does not remove rights that cannot lawfully be excluded under applicable consumer or contract law in Nepal.