Refund and Returns Policy

1. Order Cancellation

  • Within 24 Hours:
    Customers can cancel their order within 24 hours of placing it to receive a Half refund.

  • After 24 Hours:
    Cancellations made after 24 hours will not be refunded.

  • After Shipping/Dispatch:
    Once the order has been processed and shipped, cancellation is not possible. 

2. How to Request Cancellation

To cancel your order, please contact us during business hours via:

Cancellations will only be processed during regular working hours, from 10:00 AM to 5:00 PM, Sunday to Friday (excluding public holidays).

3. Refund Timelines (Cancellation)

If an order is canceled within the allowed window:

  • Refunds will be processed within 7 business days, depending on the payment method used.

Refund Policy

1. Refund for Damaged Products

If you receive a damaged product, please notify us within 2 days of delivery to be eligible for a refund or replacement.

To process your claim, please provide:

  • Proof of purchase (e.g., order ID or receipt)

  • Clear photos or video evidence of the damage

Once verified, you will receive either:

  • A full refund to your original payment method, or

  • A replacement product at no additional cost

Note: No refunds or replacements will be provided if:

  • The product was damaged due to misuse or improper handling

  • The complaint is raised after 2 days from delivery

2. Non-Refundable Charges

Refunds apply only to product costs. The following are non-refundable:

  • Shipping/Delivery Charges

  • Applicable Taxes (e.g., VAT collected during purchase)

  • Bank or Payment Processing Fees (if charged by third-party platforms)

3. Refund Process

To initiate a refund, contact us at:

Please include:

  • Order ID/ Contact Number

  • Reason for refund

  • Any supporting photos/videos

Once your request is reviewed:

  • We will confirm eligibility

  • If approved, refunds (excluding shipping and taxes) will be processed within 7–10 business days to your original payment method

4. Additional Notes

  • Refunds will be issued only after approval from our team

  • Refund rules may differ for special offers, discounted bundles, or customized products

  • For all concerns, contact us directly at nookychocolatenepal@gmail.com