Return, Exchange, Cancellation & Refund Policy

HastaBazaar is operated by Hasta Bazaar Private Limited (हस्त बजार प्राइभेट लिमिटेड), incorporated in Nepal under the Companies Act, 2063 and registered with the Office of the Company Registrar, Nepal under registration number 406171/83/84. Registered office: Birgunj Metropolitan City, Ward 11, Parsa, Madhesh Province, Nepal.

References to “HastaBazaar”, “we”, “us” and “our” in this policy mean Hasta Bazaar Private Limited, unless the context states otherwise. Current company and PAN details are available on our Legal & Policies page.

This policy applies to purchases made through HastaBazaar. Contact support@hastabazaar.com with your order number and the assistance you need.

Standard returns

You may request a return within 7 calendar days after delivery when an item is unused, unaltered and complete with its accessories and labels. Keep the original packaging where reasonably possible and provide your invoice, receipt or order confirmation.

For goods supplied with an original seal, the return window is 15 calendar days after delivery when the seal remains intact. These windows do not shorten any longer right available under law or an applicable warranty.

An in-time request remains valid when collection or our response takes place later. We will provide the return address and collection or dispatch instructions.

Damaged, defective, incorrect or misdescribed items

Contact us promptly when an item arrives damaged, is defective, is incomplete, is not the item ordered or differs materially from its description. Tell us what happened and provide available photographs or other relevant evidence.

An unboxing video is not compulsory. Opening packaging to inspect an item does not, by itself, invalidate a claim about a defect or incorrect delivery. Missing packaging does not remove rights concerning an item that was defective or misdescribed.

A valid claim can be resolved by a refund, replacement or another remedy you agree to. You do not have to accept a replacement instead of a refund when you are entitled to your money back. Claims about hidden defects and warranty problems are not automatically rejected because the standard return window has ended.

Items affected by use, damage or deterioration

A change-of-mind return does not cover an item you have used, altered or damaged after delivery, an item whose original seal you have broken, or a rapidly perishable item. An item that deteriorates because it was stored or handled contrary to reasonable instructions is not eligible on that basis.

These exclusions do not apply to a problem that existed when the item was supplied or to a remedy required by law.

Custom-made products

Custom-made products are assessed against the specifications approved when ordering. A product that is defective, damaged, incorrect or different from those specifications remains eligible for an appropriate remedy. Customisation does not remove your legal rights.

Cancellations

You may cancel before dispatch by contacting support. For a custom-made order, request cancellation before production begins. Once production has begun, cancellation depends on the agreed order terms and your legal rights; costs cannot be introduced after purchase.

After dispatch, the return process applies. Where cancellation is required because a seller cannot fulfil the order or fails to meet an agreed delivery commitment, a custom-made label does not prevent a refund.

Return costs and exchanges

We arrange returns for damaged, defective, incorrect or misdescribed items without charging the customer. We do not charge restocking fees or deduct marketplace commission from customer refunds.

For a voluntary change-of-mind return, any lawful return-transport charge must have been disclosed before purchase. Where the law prohibits a return charge, none will apply.

Exchanges depend on availability and your agreement. We will confirm the replacement and any price difference before proceeding. An exchange is not a compulsory substitute for a refund.

Refunds

A full eligible item refund includes the amount paid for that item and its associated product taxes. For an order that is not delivered, or is returned in full because it is defective, incorrect or misdescribed, the refund also includes the original delivery charge. For a partial return, we refund delivery charges attributable to the affected item.

Refunds are processed without undue delay and no later than 7 calendar days after an accepted cancellation or receipt of an eligible return. When no return is required, the period starts when the refund entitlement is confirmed. An earlier legal deadline takes priority, and internal approval procedures cannot extend it.

Refunds go to the original payment method where supported. For cash payments or a payment method that cannot receive a refund, we agree a bank transfer or another lawful monetary method with you. Store credit is provided only when you choose it.

Your bank or payment provider controls when a processed refund appears in your account. We will provide confirmation and help investigate a missing refund. Customer refunds are not postponed while HastaBazaar recovers money from a seller or delivery provider.