Refund Policy

Last Updated: January 3, 2026

Effective From: January 3, 2026

1. Introduction

At Himal Trade Link Pvt. Ltd., we are committed to ensuring customer satisfaction with every purchase. This Refund Policy outlines the conditions, procedures, and timelines for requesting and receiving refunds on products and services purchased through our platform.

By making a purchase on our website (www.himaltradelink.com) or through our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

Business Name: Himal Trade Link Pvt. Ltd.

Registered Office: Satdobato, Ringroad, Lalitpur, Nepal

Email: [email protected]

Phone: +977-9851100031

Website: www.himaltradelink.com

2. Eligibility for Refunds

Refunds are issued only under specific circumstances and must meet all eligibility criteria outlined below.

A. Qualifying Conditions

You are eligible for a refund if:

1. Defective Products: The product received is damaged, defective, or malfunctioning upon delivery
2. Wrong Product Delivered: You received an incorrect item that does not match your order confirmation
3. Incomplete Order: Parts, components, or accessories are missing from your shipment
4. Non-Delivery: The product was not delivered within the committed timeframe and cannot be rescheduled
5. Product Mismatch: The product significantly differs from its description, specifications, or images on our website
6. Order Cancellation by Us: Himal Trade Link cancels your order due to stock unavailability or other operational reasons

B. Timeframe for Refund Requests

To be eligible for a refund, you must:

1. Report the issue within 7 days of receiving the product for defective or damaged items
2. Submit your refund request within 3 days of the expected delivery date for non-delivery cases
3. Contact us immediately (within 24 hours) for wrong product delivery or incomplete orders

⚠️ Important: Refund requests submitted after these timeframes may not be accepted unless exceptional circumstances apply and are approved at our sole discretion.

C. Required Documentation

To process your refund request, you must provide:

1. Original invoice or order confirmation number
2. Clear photographs or videos showing the defect, damage, or incorrect product
3. Detailed description of the issue
4. Proof of delivery (delivery receipt or courier tracking information)
5. Unopened packaging (where applicable)

3. Non-Refundable Items and Situations

The following items and circumstances are NOT eligible for refunds:

A. Product Categories

1. Custom-ordered or specially manufactured items made to your specifications
2. Products that have been installed, used, or modified in any way
3. Items with broken warranty seals or tampered serial numbers
4. Clearance, sale, or promotional items marked as "final sale" or "non-refundable"
5. Electrical products with evidence of installation or connection
6. Products purchased from unauthorized dealers or third parties

B. Customer-Related Issues

1. Change of mind or buyer's remorse after delivery
2. Incorrect address provided by the customer leading to delivery failure
3. Customer unavailability at delivery location after multiple delivery attempts
4. Delay in acceptance at the time of delivery without valid reason
5. Product dissatisfaction based on subjective preferences (color, size expectations)
6. Failure to inspect the package at the time of delivery

C. Cosmetic and Minor Issues

1. Minor cosmetic imperfections that do not affect functionality
2. Slight color variations due to screen display differences
3. Normal wear and tear during shipping that doesn't impact product performance
4. Minor scratches or marks on non-critical surfaces

4. Refund Process and Timeline

A. How to Request a Refund

Step 1: Contact Us

1. Email us at [email protected] or call +977-9851100031
2. Provide your order number and detailed explanation of the issue

Step 2: Submit Documentation

1. Send required photographs, videos, and supporting documents
2. Our customer service team will review your request within 24-48 business hours

Step 3: Receive Approval

1. If approved, you will receive refund authorization via email
2. Instructions for product return (if applicable) will be provided

Step 4: Return the Product (if required)

1. Pack the item securely in its original packaging
2. Ship or deliver to our designated location
3. Retain tracking information for your records

Step 5: Refund Processing

1. Once we receive and inspect the returned product, your refund will be initiated
2. You will receive confirmation via email or SMS

B. Refund Timeline

⏰ Note: Processing times may vary during holidays, festivals, or due to banking system delays beyond our control.

C. Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

1. Cash Payments: Refunded via bank transfer to your provided account details or cheque
2. Bank Transfer: Returned to the originating bank account
3. Digital Wallets: Credited back to the same wallet (eSewa, Khalti, etc.)
4. Card Payments: Reversed to the original card

If the original payment method is unavailable, we will work with you to arrange an alternative refund method.

5. Partial Refunds

In certain situations, partial refunds may be issued:

1. Products returned with missing accessories or components
2. Items showing signs of minor use or damage caused during return shipping
3. Products returned without original packaging (if packaging affects resale value)
4. Return shipping costs deducted from refund amount (if return is due to customer error)

The partial refund amount will be determined based on inspection and communicated to you before processing.

6. Inspection and Quality Check

Upon receiving returned products, we conduct a thorough inspection to verify:

1. Product condition matches the description in your refund request
2. All original components, accessories, and packaging are included
3. No signs of misuse, damage, or unauthorized modification
4. Serial numbers and warranty seals are intact

Inspection Timeline: 3-5 business days after receiving the returned item

If the inspection reveals that the product does not meet refund eligibility criteria, we will:

1. Notify you via email or phone with detailed reasons
2. Offer to return the product to you (return shipping at your expense)
3. Provide alternative solutions such as repair or replacement

7. Cancellation Before Delivery

A. Order Cancellation by Customer

If you wish to cancel your order before it has been shipped:

1. Contact us immediately via phone or email with your order number
2. If the order has not been dispatched, cancellation will be processed
3. Full refund will be issued within 7-10 business days

If the order has already been dispatched:

1. Cancellation may not be possible
2. You may refuse delivery and follow the standard refund process
3. Return shipping charges may apply

B. Order Cancellation by Himal Trade Link

If we cancel your order due to:

1. Product unavailability or stock issues
2. Pricing errors or system glitches
3. Inability to deliver to your location
4. Suspected fraudulent activity (after verification)

You will receive:

1. Immediate notification via email or phone
2. Full refund of the amount paid within 7-10 business days
3. Explanation of the cancellation reason

8. Defective or Damaged Products

A. Reporting Damage

If you receive a defective or damaged product:

1. Do not use or install the product
2. Take clear photographs/videos of the damage and packaging
3. Contact us within 7 days of delivery
4. Keep all packaging materials for inspection

B. Resolution Options

We will offer one of the following solutions:

1. Full Refund: Complete reimbursement of the purchase amount
2. Replacement: Send a new unit of the same product at no additional cost
3. Repair: Arrange for product repair under warranty terms (if applicable)

The choice of resolution will be mutually agreed upon based on product availability and your preference.

9. Shipping Costs and Return Charges

A. Who Pays for Return Shipping?

B. Refund of Original Shipping Fees

1. If the product is defective or we made an error, original shipping fees will be refunded
2. For returns due to customer preference or error, shipping fees are non-refundable
3. Expedited or premium shipping charges are generally non-refundable unless the error was ours

10. Exchange vs. Refund

In some cases, exchanges may be preferable to refunds:

When Exchange is Offered:

1. Same product is available in stock
2. You prefer a different variant (color, size, model) of similar value
3. Product has a minor issue that can be resolved with a replacement

Exchange Process:

1. Contact our customer service team to discuss exchange options
2. Return the original product following our return procedure
3. New product will be shipped upon receipt and inspection of the returned item
4. No additional charges if exchange is for the same or lesser value
5. Price difference applies for higher-value exchanges

For more information, please refer to our Product Return & Exchange Policy.

11. Refund Exceptions and Special Cases

A. Bulk and Corporate Orders

1. Refund terms for bulk orders may differ based on the purchase agreement
2. Custom pricing and payment arrangements may have specific refund clauses
3. Contact our corporate sales team for detailed refund terms

B. Warranty Claims

1. Products covered under manufacturer warranty follow warranty-specific procedures
2. Warranty claims are handled separately from our standard refund policy
3. Refer to the manufacturer's warranty documentation for details

C. Force Majeure

Refunds may be delayed or unavailable due to circumstances beyond our control:

1. Natural disasters, pandemics, or acts of God
2. Government restrictions or regulatory changes
3. Banking system failures or payment gateway issues
4. Civil unrest, strikes, or transportation disruptions

12. Refund Denials and Disputes

A. Reasons for Refund Denial

Your refund request may be denied if:

1. Request is submitted beyond the eligible timeframe
2. Product shows signs of use, installation, or modification
3. Required documentation is not provided
4. Inspection reveals no defect or damage
5. Product is in a non-refundable category
6. Suspected fraudulent claim or abuse of policy

B. Dispute Resolution

If your refund request is denied and you disagree:

1. Request a detailed explanation from our customer service team
2. Provide additional evidence or clarification
3. Escalate to our management team for review
4. Seek mediation or alternative dispute resolution as per our Terms & Conditions

We are committed to fair and transparent resolution of all disputes.

13. Customer Responsibilities

To ensure smooth refund processing, customers must:

1. ✅ Inspect products immediately upon delivery
2. ✅ Report issues within specified timeframes
3. ✅ Provide accurate and complete information
4. ✅ Pack returned items securely to prevent damage
5. ✅ Retain proof of return shipment
6. ✅ Cooperate with our inspection process
7. ✅ Maintain open communication with our team

14. Our Commitment

Himal Trade Link Pvt. Ltd. is committed to:

1. Processing all refund requests fairly and promptly
2. Maintaining transparent communication throughout the process
3. Protecting customer rights and ensuring satisfaction
4. Continuously improving our products and services
5. Honoring our commitments under this policy

15. Changes to This Policy

We reserve the right to update or modify this Refund Policy at any time to reflect:

1. Changes in business practices or operational procedures
2. Updates to applicable laws and regulations
3. Customer feedback and improved service standards
4. New product categories or service offerings

Updated policies will be posted on our website with a revised "Last Updated" date. Continued use of our services after changes constitutes acceptance of the revised policy.

16. Governing Law

This Refund Policy is governed by the laws of Nepal, including:

1. Consumer Protection Act, 2075 (2018)
2. Contract Act of Nepal, 2056 (2000)
3. Electronic Transaction Act, 2063 (2008)
4. Other applicable commercial regulations

Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Lalitpur, Nepal.

17. Contact Us

For refund requests, questions, or assistance, please contact us:

📧 Email: [email protected]

📞 Phone: +977-9851100031

📍 Address: Satdobato, Ringroad, Lalitpur, Nepal

🌐 Website: www.himaltradelink.com

Business Hours: Sunday - Friday, 10:00 AM - 6:00 PM NPT

18. Acknowledgment

By making a purchase through Himal Trade Link Pvt. Ltd., you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

Thank you for choosing Himal Trade Link Pvt. Ltd. We value your trust and are committed to providing excellent products and customer service.