Return Policy
Our hassle-free return policy ensures your satisfaction with every purchase.
Our Return Policy
At eSalesNepal, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help. This return policy outlines the conditions and procedures for returning products.
30-Day Return Window: Most items can be returned within 30 days of delivery.
Eligibility for Returns
Items That Can Be Returned
- New, unused items in original packaging
- Items with all tags and labels intact
- Products with original receipts or order confirmation
- Items damaged during shipping (notify us within 48 hours)
- Wrong items delivered (notify us within 7 days)
Items That Cannot Be Returned
- Used or worn items
- Items without original packaging or tags
- Perishable goods (food, flowers, etc.)
- Customized or personalized items
- Intimate apparel and underwear
- Digital downloads and software
- Gift cards and vouchers
- Items marked as "Final Sale" or "Non-returnable"
Return Process
Step 1: Initiate Return
Contact our customer service team within the return period:
- Email: returns@esalesnepal.com
- Phone: +977-01-1234567
- Live Chat: Available on our website
Step 2: Provide Information
Please provide:
- Order number and date of purchase
- Reason for return
- Photos if item is damaged or defective
- Preferred resolution (refund or exchange)
Step 3: Receive Return Authorization
Once approved, we'll send you a return authorization number and shipping instructions. Do not return items without authorization.
Step 4: Ship the Item
Pack the item securely in its original packaging and ship it to the provided address. We recommend using a trackable shipping service.
Step 5: Receive Refund or Exchange
Once we receive and inspect the returned item, we'll process your refund or exchange within 5-7 business days.
Refund Options
Refund Methods
- Original Payment Method: Refund to your original payment method
- Store Credit: Receive store credit for future purchases
- Exchange: Exchange for a different item or size
Refund Timeline
- Processing time: 5-7 business days after receipt
- Credit card refunds: 5-10 business days to appear on statement
- Digital wallet refunds: 3-5 business days
- Bank transfers: 7-10 business days
Return Shipping Costs
Important: Return shipping costs are the customer's responsibility unless the item is damaged, defective, or the wrong item was sent.
- Customer Returns: Customer pays return shipping
- Our Error: We cover return shipping costs
- Damaged Items: We cover return shipping costs
- Free Return Shipping: Available on select items (marked in product description)
Exchange Policy
Exchanges are subject to availability and must be requested within the 30-day return window. Price differences will be handled as follows:
- If new item costs more: Pay the difference
- If new item costs less: Receive store credit or refund
- Exchange shipping: Customer pays shipping for exchanged item
Damaged or Defective Items
If you receive a damaged or defective item:
- Notify us within 48 hours of delivery
- Provide photos of the damage/defect
- Choose between replacement or full refund
- We'll cover all shipping costs for damaged/defective items
Special Circumstances
Holiday Returns
Extended return periods may be available during holiday seasons. Check our website for current holiday return policies.
International Returns
International returns may have different policies and additional shipping costs. Please contact customer service for specific instructions.
Frequently Asked Questions
Can I return an item without the original packaging?
Generally, no. Items must be returned in their original packaging with all tags and labels intact.
How long does it take to process a return?
Once we receive your return, it takes 5-7 business days to process. Refunds may take additional time to appear in your account.
Can I return an item purchased on sale?
Yes, sale items can be returned unless marked as "Final Sale." Final sale items cannot be returned.
What if I lost my receipt?
We can look up your order using your email address or phone number. However, having the original receipt or order confirmation makes the process faster.
Contact Information
For any questions about our return policy or to initiate a return:
Email: returns@esalesnepal.com
Phone: +977-01-1234567
Hours: Monday-Saturday, 9:00 AM - 6:00 PM
Address: Kathmandu, Nepal
Last Updated: July 16, 2026