1. Overview

Hamro Koseli is a marketplace that connects buyers with independent sellers. While we strive to ensure product quality and customer satisfaction, return and refund eligibility may vary depending on the type of product purchased.

2. Products Eligible for Return

Buyers may request a return if:

• The wrong item was delivered.
• The product arrived damaged.
• The product is significantly different from its description.
• The item has missing parts or components.
• The item arrived defective.

3. Non-Returnable Items

The following products generally cannot be returned:

• Perishable food products.
• Products with broken safety seals.
• Custom-made or personalized products.
• Items damaged due to misuse by the buyer.
• Products returned after the return period expires.

4. Return Request Period

Return requests must be submitted within 7 days of receiving the product unless otherwise stated by the seller.

5. How to Request a Return

1. Log in to your Hamro Koseli account.
2. Navigate to "My Orders".
3. Select the relevant order.
4. Click "Request Return".
5. Upload photos if the product is damaged or incorrect.
6. Submit your request for review.

6. Refund Policy

Once the return request is approved and the product is received or verified, a refund may be issued through the original payment method whenever possible.

• eSewa payments will be refunded to the eSewa account.
• Khalti payments will be refunded to the Khalti account.
• Bank payments may be refunded to the original bank account.
• Cash on Delivery refunds may require bank transfer details.

7. Refund Processing Time

Approved refunds are typically processed within 7–14 business days depending on the payment provider and banking systems involved.

8. Order Cancellation

Buyers may cancel an order before it has been shipped. Once an order has been dispatched, cancellation may no longer be possible and the return process must be followed.

9. Seller Review & Verification

Sellers have the right to review return requests and provide supporting information. Hamro Koseli may act as a mediator in disputes between buyers and sellers.

10. Abuse of Return Policy

We reserve the right to reject return requests or suspend accounts found to be abusing the return system through fraudulent claims, excessive returns, or misuse of products.