Refund Policy

1. Overview & Commitment to Customer Quality

At Shree Krishna Mart Pvt. Ltd (Bagarkot, Dharan-15, Sunsari, Nepal), we stand behind the quality, freshness, and authenticity of every product we sell. If you are not completely satisfied with your purchase, or if an item arrives damaged, defective, or incorrect, we provide a clear, fair, and transparent return and refund process.

This policy outlines customer eligibility, return claim submission steps, non-returnable product categories, transportation responsibilities, and digital wallet refund timelines across Nepal.

2. Return Window & Mandatory Eligibility Criteria

To qualify for a standard return, exchange, or store credit, your purchase must meet the following mandatory conditions:

• 7-Day Return Window: Return claims must be formally initiated within 7 calendar days from the date of delivery.
• Original Unopened Packaging: Products must be unused, unwashed, and unopened, with all original brand tags, security seals, barcodes, and protective packaging intact.
• Proof of Purchase: Printed sales invoice, digital order reference number, or transaction receipt issued by Shree Krishna Mart must accompany the return.
• Re-Saleable Condition: Except for verified transit damages or manufacturer defects, items returned must be in pristine condition suitable for resale.

3. Non-Returnable & Restricted Product Categories

In compliance with food safety regulations, public health standards, and hygiene mandates in Nepal, the following product categories cannot be returned or exchanged unless received damaged or expired:

• Perishable Fresh Foods: Fresh pasteurized milk, fresh curd/yogurt, unsealed bread, fresh fruits, vegetables, and short-shelf-life dairy goods.
• Personal Care & Hygiene: Unsealed cosmetics, soaps, shampoos, toothpastes, baby diapers, and feminine hygiene items once original seals are broken.
• Clearance & Final Sale Goods: Promotional clearance items explicitly tagged as "Final Sale" at the time of purchase.

4. Step-by-Step Return Claim Procedure

To initiate a return or replacement, follow these 3 simple steps:

5. Damaged, Defective, or Expired Product Guarantee

We perform strict quality checks before dispatching parcels. However, if your package arrives damaged in transit, expired, leaking, or containing missing items, please report it within 24 hours of delivery.

Upon verification, Shree Krishna Mart will immediately dispatch a fresh replacement package or issue a full 100% refund at zero additional shipping charge to the customer.

6. Refund Channels, Processing Timelines & Method Breakdown

Once your return is inspected and approved at our Dharan warehouse hub, refunds are issued using your original payment channel or preferred digital wallet:

7. Store Drop-Off & In-Store Product Exchanges

Customers residing in or visiting Dharan may return eligible items directly to our supermarket at Bagarkot, Dharan-15. Present your purchase invoice to our customer service desk for instant item verification, immediate product exchange, or instant cash refund processing.

8. Pre-Dispatch Order Cancellation Rules

You may cancel an online order free of charge prior to warehouse dispatch by contacting our helpline at 980-112-8261 within 30 minutes of order placement. If an order has already been handed over to delivery riders or courier partners, standard return transport procedures will apply upon delivery.

9. Returns & Customer Resolution Desk Contact Details

For immediate assistance with order returns, damaged items, or refund status updates, reach out to our dedicated resolution desk: