Returns on XoraPro Market

If what you received does not match what the shop showed, is the wrong item, is faulty or damaged, or came later than the shop promised, the shop takes it back unconditionally. You choose: other goods of the same value, or a full refund including tax. Do not use or damage the goods before returning them. (Electronic Commerce Act 2081 s.10, s.16(g).)

If you are not satisfied with goods you bought, you can return them to the shop within 7 days, with the shop's bill, for other similar goods of the same price or the money you paid. The shop may not deduct anything or charge you extra. (Consumer Protection Act 2075 s.14(1) to (3).) The 7 days count from the day you received the goods.

Goods sold sealed can be returned within 15 days if the seal is unbroken, for a refund or other similar goods of the same price. (Consumer Protection Act s.14(5).)

A shop may refuse a "changed your mind" return only if (Consumer Protection Act s.14(4)):

• you changed the quality or quantity of the goods after buying them;
• the goods had to be used by a date that has passed;
• the goods are perishable, such as milk, fruit, fish or meat, and were not consumed at once;
• the goods have been used; or
• the seal of sealed goods is broken.

These exceptions do not apply to goods that were not as described, wrong, faulty or late (section 1).

1. Keep the shop's bill. You need it for a return (Consumer Protection Act s.14(3)).
2. Tell the shop, from your order page or using the shop's phone or chat links, which goods and why.
3. Agree with the shop how the goods go back: the shop's rider collects them, or you bring them to the shop. For goods that were not as described, wrong, faulty or late, the shop arranges and pays for collection.
4. The shop gives you the exchange or the refund and records a credit note against your invoice.

In cash or by QR, by the shop, for the full amount you paid for the returned goods, including tax, within 7 days of the refund becoming due (Electronic Commerce Directive 2082 cl.9(3)). Not as a voucher or store credit unless you ask for one.

If the shop or the maker gave a warranty or guarantee, the shop honours it for its full term (Electronic Commerce Act s.14(c); Consumer Protection Act s.11(e)).

Use Report a problem, or contact the XoraPro Market Grievance Desk, M/s N.P. Xora Private Limited, Samakhusi, Kathmandu Metropolitan City, Nepal; email support@xorapro.com. We register your request, pass it to the shop and make sure the shop acts. You get a reference number at once, and our written decision within 15 days (Electronic Commerce Act s.33). You can also complain to the Department of Commerce, Supplies and Consumer Protection (Electronic Commerce Act s.28; Consumer Protection Act s.36).