Return & Exchange Policy

Last Updated: January 3, 2026

Effective From: January 3, 2026

1. Introduction

At Himal Trade Link Pvt. Ltd., customer satisfaction is our top priority. We understand that sometimes products may not meet your expectations or may arrive with defects. This Return & Exchange Policy outlines the terms, conditions, and procedures for returning or exchanging products purchased through our platform.

We are committed to making the return and exchange process as simple and transparent as possible while ensuring fairness for all parties involved.

Business Name: Himal Trade Link Pvt. Ltd.

Registered Office: Satdobato, Ringroad, Lalitpur, Nepal

Email: [email protected]

Phone: +977-9851100031

Website: www.himaltradelink.com

2. Return Eligibility Criteria

To qualify for a return or exchange, your purchase must meet ALL of the following conditions:

A. Time Requirements

⏰ Important: The return period begins from the date of delivery, not the date of purchase. Late requests may be rejected unless exceptional circumstances are documented and approved.

B. Product Condition Requirements

Products eligible for return must be:

✅ Unused and Unworn - No signs of installation, use, or wear

✅ Original Condition - Exactly as received, with no modifications

✅ Complete Packaging - All original boxes, packaging materials, and protective wrapping intact

✅ All Accessories Included - Manuals, warranty cards, cables, adapters, and all included items present

✅ Tags and Labels Attached - Original price tags, labels, and stickers undisturbed

✅ Warranty Seals Intact - No broken seals, tampered serial numbers, or removed security labels

✅ Documentation Present - Original invoice, delivery note, and purchase receipt

C. Required Documentation

To process your return, you must provide:

1. Original Purchase Invoice with order number clearly visible
2. Photographic Evidence showing the product, packaging, and any defects (minimum 3 clear photos)
3. Video Evidence for functional defects or damage (recommended)
4. Delivery Receipt or courier tracking information
5. Government ID for verification purposes (copy acceptable)
6. Bank Account Details for refund processing (if applicable)

3. Non-Returnable Items

The following product categories and situations are NOT eligible for return or exchange under any circumstances:

A. Product Categories

❌ Custom and Made-to-Order Items

1. Products manufactured to your specific requirements or specifications
2. Customized electrical systems or power solutions
3. Special orders placed with suppliers

❌ Installed or Modified Products

1. Any product that has been installed, connected, or set up
2. Items showing evidence of electrical connection or mounting
3. Products that have been altered, repaired, or modified in any way

❌ Damaged Seals and Warranties

1. Products with broken warranty seals or tampered packaging
2. Items with removed or altered serial numbers
3. Products with missing authentication labels

❌ Sale and Clearance Items

1. Products marked as "Final Sale," "Clearance," or "Non-Returnable"
2. Promotional items offered at discounted rates with return restrictions
3. Bundle deals or package offers (unless entire package is returned)

❌ Software and Digital Products

1. Downloaded software, digital licenses, or activation codes
2. Opened software packages with exposed product keys
3. Digital documentation or electronic manuals

❌ Consumables and Hygiene Products

1. Batteries, fuses, or other consumable electrical components
2. Items that deteriorate over time once opened
3. Products with health and safety restrictions

❌ Unauthorized Purchases

1. Products purchased from unauthorized dealers or third parties
2. Items bought through unofficial channels or marketplace sellers
3. Products without valid Himal Trade Link purchase documentation

B. Ineligible Situations

Returns will NOT be accepted if:

1. Product was damaged due to misuse, abuse, or negligence
2. Customer provided incorrect delivery address leading to delays
3. Customer was unavailable for delivery after multiple attempts
4. Product was exposed to water, fire, or extreme conditions
5. Installation was attempted by unqualified personnel
6. Product was used in commercial or industrial applications beyond specifications
7. Return request is motivated by fraudulent intent

4. Return Process - Step by Step

Follow these steps to ensure smooth processing of your return request:

Step 1: Contact Customer Service

Within the eligible timeframe, reach out to us:

📧 Email: [email protected]

📞 Phone: +977-9851100031

Provide the following information:

1. Full name and contact details
2. Order number and date of purchase
3. Product name and model number
4. Detailed reason for return
5. Supporting photographs or videos

Response Time: We will review your request and respond within 24-48 business hours.

Step 2: Receive Return Authorization

If your return request is approved, you will receive:

✅ Return Authorization (RA) Number - Unique reference for tracking

✅ Return Instructions - Detailed packing and shipping guidelines

✅ Return Address - Where to send or deliver the product

✅ Deadline - Timeline for completing the return

✅ Return Label (if applicable) - For courier shipments

⚠️ Critical: Do not ship any product without receiving a Return Authorization Number. Unauthorized returns will not be accepted and may be refused or returned to sender at your expense.

Step 3: Pack the Product Securely

Packing Guidelines:

1. Use Original Packaging - Pack the product in its original box with all protective materials
2. Include All Components - Ensure every accessory, manual, cable, and included item is packed
3. Protect the Product - Use additional bubble wrap or padding if original packaging is damaged
4. Include Documentation - Place invoice and RA number inside the package
5. Seal Properly - Use strong packing tape to secure all openings
6. Label Clearly - Write RA number on the outside of the package

Packing Tips:

1. Remove any old shipping labels from the box
2. Do not write directly on the product packaging
3. Use waterproof covering for outer packaging if shipping during monsoon
4. Take photos of the packed item before shipping for your records

Step 4: Ship or Deliver the Product

You have two options for returning the product:

Option A: Self-Delivery

1. Bring the packaged product to our office during business hours
2. Address: Satdobato, Ringroad, Lalitpur, Nepal
3. Hours: Sunday - Friday, 10:00 AM - 6:00 PM NPT
4. Receive immediate acknowledgment upon delivery

Option B: Courier Service

1. Use a reliable courier service with tracking capability
2. Keep the tracking number and shipping receipt
3. Insure high-value items during shipping
4. Shipping costs: See Section 9 for cost responsibility

Step 5: Product Inspection

Once we receive your returned product:

Inspection Timeline: 3-5 business days

We will verify:

1. Product condition matches your return claim
2. All components and accessories are present
3. Packaging is complete and undamaged
4. Serial numbers match purchase records
5. Product has not been used or modified

Possible Outcomes:

✅ Approved: Return accepted, refund or exchange processed

⚠️ Partial Approval: Return accepted with deductions (missing items, minor damage)

❌ Rejected: Return denied due to policy violation, product returned to you

Step 6: Resolution

If return is approved:

1. For Refunds: Payment processed within 7-14 business days (see Refund Policy)
2. For Exchanges: Replacement shipped within 3-5 business days after inspection

You will receive:

1. Email confirmation of inspection results
2. Refund/exchange reference number
3. Expected timeline for completion
4. Tracking information (for exchanges)

5. Exchange Policy

Exchanges allow you to receive a replacement product instead of a refund.

A. When Exchange is Available

Exchanges are offered in the following situations:

✅ Defective Products - Replacement with same product in working condition

✅ Wrong Item Delivered - Exchange for the correct product ordered

✅ Product Variant - Different color, size, or model of similar value

✅ Upgrade/Downgrade - Higher or lower specification model (price difference applies)

B. Exchange Eligibility

To qualify for an exchange:

1. Product must meet all return eligibility criteria
2. Desired exchange item must be in stock
3. Exchange request must be made within the eligible return period
4. Original product must pass inspection

C. Exchange Process

Same Product Exchange (for defects):

1. Follow return process steps 1-4
2. Specify "exchange" as your preferred resolution
3. Inspection completed within 3-5 business days
4. Replacement shipped immediately after approval
5. No additional charges

Different Product Exchange:

1. Follow return process steps 1-4
2. Specify the desired product and model
3. Price difference calculated (if any)
4. Additional payment or partial refund arranged
5. New product shipped after settlement

D. Price Difference Policy

E. Shipping Costs for Exchanges

1. Defective products: Free return and replacement shipping
2. Wrong product delivered: Free return and replacement shipping
3. Customer preference exchange: Customer pays return shipping, we pay replacement shipping
4. Product upgrade: Shipping costs included in price difference calculation

6. Defective Products

We take defects seriously and prioritize quick resolution.

A. Definition of Defective

A product is considered defective if it:

1. Does not function as intended out of the box
2. Has manufacturing defects affecting performance
3. Contains broken or missing components
4. Exhibits safety issues or hazards
5. Fails to meet published specifications
6. Was damaged during manufacturing or shipping

B. Reporting Defects

Immediate Action Required:

1. Do not attempt to use, repair, or install the defective product
2. Take photographs/videos documenting the defect clearly
3. Contact us within 7 days of delivery
4. Preserve all packaging and materials for inspection

C. Defect Verification Process

Level 1 - Initial Assessment:

1. Customer service reviews your photos/videos
2. Preliminary determination made within 24 hours
3. May request additional information or demonstration

Level 2 - Physical Inspection:

1. Product returned following standard return process
2. Technical team conducts detailed inspection
3. Defect confirmed or alternative cause identified

Level 3 - Manufacturer Involvement:

1. For complex products, manufacturer may be consulted
2. Extended inspection time (7-10 business days)
3. Expert opinion obtained for final determination

D. Resolution Options for Defects

If defect is confirmed, you may choose:

Option 1: Full Replacement

1. Brand new unit of the same product
2. Fastest resolution method
3. Subject to stock availability

Option 2: Full Refund

1. Complete reimbursement including original shipping
2. Processed within 7-14 business days
3. Choose if replacement is not desired

Option 3: Repair Service

1. Professional repair under warranty terms
2. Only for products where repair is feasible
3. May involve longer processing time

Option 4: Store Credit

1. Credit for future purchases
2. Equal to full purchase price plus shipping
3. Valid for 6 months from issue date
4. Can be used for any product on our platform

7. Wrong Product Delivery

Receiving the wrong product is frustrating, and we apologize if this occurs.

A. What Constitutes Wrong Delivery

1. Completely different product than ordered
2. Wrong model, color, or specification
3. Product intended for another customer
4. Quantity discrepancy (more or fewer units)

B. Immediate Steps

Within 24 hours of delivery:

1. Do not open or use the product
2. Take clear photographs of the product and packaging label
3. Contact us immediately with order details
4. Compare invoice with delivered product
5. Keep all packaging intact

C. Fast-Track Resolution

Wrong deliveries receive priority handling:

⚡ Response Time: Within 4-6 hours of report

⚡ Collection: Arranged within 24-48 hours

⚡ Correct Product Shipped: Within 2-3 business days

⚡ All Costs Covered: No charges to customer

D. Our Responsibility

When we deliver the wrong product, we will:

1. Arrange free pickup from your location
2. Ship the correct product at no additional cost
3. Expedite delivery to minimize inconvenience
4. Provide compensation (discount/credit) for serious errors
5. No return shipping charges to customer

8. Damaged Products

Products damaged during shipping or delivery require immediate attention.

A. Types of Damage

External Damage:

1. Crushed, dented, or broken packaging
2. Visible signs of rough handling
3. Water damage or exposure to elements

Internal Damage:

1. Product damaged inside intact packaging
2. Concealed damage discovered after opening
3. Broken components or parts

B. Inspection at Delivery

Critical Step - Always inspect before accepting delivery:

✅ Check outer packaging for visible damage

✅ Open package in delivery person's presence if damage suspected

✅ Verify product condition matches order

✅ Note any damage on delivery receipt

✅ Take photographs immediately

✅ Refuse delivery if extensively damaged

If you sign for delivery without noting damage, claims may be more difficult to process.

C. Reporting Damage

Visible Damage: Report immediately, before or during delivery

Concealed Damage: Report within 24 hours of delivery

Required Documentation:

1. Photos of outer packaging showing damage
2. Photos of damaged product
3. Photos of inner packaging
4. Delivery receipt
5. Invoice/order confirmation

D. Damage Resolution

Our responsibility:

1. Free return of damaged product
2. Full replacement or refund
3. Investigation with courier service
4. Insurance claims processing (if applicable)

Your responsibility:

1. Preserve all packaging and materials
2. Do not discard damaged items before resolution
3. Cooperate with investigation if required
4. Provide accurate information

9. Return Shipping Costs

Who pays for return shipping depends on the reason for return:

Return Shipping Cost Responsibility

Estimated Return Shipping Costs

Customer-Paid Returns (approximate):

1. Within Kathmandu Valley: NPR 150-300
2. Major cities outside valley: NPR 300-600
3. Remote areas: NPR 600-1,200
4. Bulky or heavy items: Varies by weight

Cost Savings Tip: For customer-paid returns within Lalitpur, you may self-deliver to our office to save shipping costs.

Return Shipping Deduction from Refund

If return shipping is customer's responsibility and you choose refund:

1. Shipping cost will be deducted from refund amount if we arrange pickup
2. OR you can arrange your own shipping and pay directly to courier

10. Special Product Categories

Some product types have specific return conditions:

A. Electrical Equipment and Power Solutions

UPS Systems, Inverters, Stabilizers:

1. Must be uninstalled and returned in original condition
2. Cannot have been connected to electrical systems
3. Warranty seals must be intact
4. Return window: 7 days from delivery
5. Installation voids return eligibility

Batteries:

1. Generally non-returnable once opened
2. Returnable only if defective upon delivery
3. Must be unused and sealed
4. Hazardous material shipping restrictions apply

B. Large or Heavy Items

Generators, Heavy UPS, Industrial Equipment:

1. Inspection mandatory at time of delivery
2. Extended return window: 10 days (for defects only)
3. Return shipping highly expensive - repair preferred
4. On-site inspection may be arranged instead of return

C. Bulk Orders

Corporate or Wholesale Purchases:

1. Custom return terms may apply based on purchase agreement
2. Typically 5-10% inspection allowance
3. Balance order must be accepted if sample is approved
4. Contact corporate sales for specific terms

D. Warranty Items

Products with Active Manufacturer Warranty:

1. Manufacturer warranty process may supersede return policy
2. After 15 days, warranty claims handled by manufacturer
3. We assist with warranty claims and documentation
4. Return policy applies within first 15 days only

11. Timeline Summary

Quick reference for all important deadlines:

⏰ All timeframes are in business days (Sunday-Friday), excluding public holidays.

12. Customer Responsibilities

To ensure successful return/exchange processing:

Before Purchase

1. ✅ Read product descriptions, specifications, and images carefully
2. ✅ Verify compatibility with your requirements
3. ✅ Ask questions if uncertain about product features
4. ✅ Understand this return policy before ordering

At Delivery

1. ✅ Inspect package for external damage before accepting
2. ✅ Open and verify contents in delivery person's presence if possible
3. ✅ Note any damage or discrepancies on delivery receipt
4. ✅ Take photographs if issues are observed
5. ✅ Sign delivery receipt only after verification

For Returns

1. ✅ Contact us within eligible timeframe
2. ✅ Provide complete and accurate information
3. ✅ Submit clear photographic/video evidence
4. ✅ Follow packing and shipping instructions precisely
5. ✅ Obtain and retain tracking information
6. ✅ Maintain communication throughout process
7. ✅ Preserve all packaging until resolution is complete

Prohibited Actions

1. ❌ Do not attempt to repair or modify products before return
2. ❌ Do not ship products without return authorization
3. ❌ Do not provide false or misleading information
4. ❌ Do not abuse return policy with excessive returns
5. ❌ Do not discard packaging before issue resolution

13. Our Commitments

Himal Trade Link Pvt. Ltd. pledges to:

🤝 Treat every customer fairly and with respect throughout the return process

🤝 Respond promptly to all return requests within stated timeframes

🤝 Communicate clearly about return status and decisions

🤝 Process approved returns efficiently without unnecessary delays

🤝 Honor commitments made during the return process

🤝 Continuously improve our products and services based on feedback

🤝 Maintain transparency in all return-related decisions

14. Abuse and Fraud Prevention

While we strive to be flexible, we must protect against policy abuse:

Monitoring and Detection

We monitor for patterns indicating potential abuse:

1. Excessive return frequency from single customer
2. Serial returning of products after use
3. Mismatched products returned vs. ordered
4. Damaged packaging claims without evidence
5. Pattern of "change of mind" returns

Consequences of Policy Abuse

Customers engaging in return fraud or policy abuse may face:

⚠️ Warning: First instance documented

⚠️ Restrictions: Limited return privileges

⚠️ Account Suspension: Temporary loss of ordering capability

⚠️ Permanent Ban: Barred from future purchases

⚠️ Legal Action: For fraud or criminal activity

We reserve the right to refuse returns from customers with history of abuse.

15. Dispute Resolution

If you disagree with a return decision:

Step 1: Request Review

1. Contact customer service for detailed explanation
2. Provide additional evidence or information
3. Ask for reconsideration with specific grounds

Step 2: Management Escalation

1. Request escalation to management team
2. Detailed case review conducted
3. Final decision communicated within 5-7 business days

Step 3: Alternative Resolution

1. Consider alternative solutions (partial refund, repair, extended warranty)
2. Mediation available for unresolved disputes
3. Legal recourse as per our Terms & Conditions

Step 4: Feedback

1. Regardless of outcome, your feedback is valuable
2. Help us improve by sharing your experience
3. Contact: [email protected]

16. Policy Updates and Changes

This Return & Exchange Policy may be updated periodically to reflect:

1. Changes in business operations or product offerings
2. Customer feedback and improved service standards
3. Legal or regulatory requirements
4. Industry best practices

Notification of Changes:

1. Updated policy posted on website with new "Last Updated" date
2. Major changes communicated via email to registered customers
3. Continued use of services constitutes acceptance of revised policy

Effective Date:

1. Policy changes effective immediately upon posting
2. Returns initiated before changes follow previous policy terms
3. New purchases subject to current policy at time of order

17. Governing Law and Jurisdiction

This Return & Exchange Policy is governed by:

⚖️ Consumer Protection Act, 2075 (2018)

⚖️ Contract Act of Nepal, 2056 (2000)

⚖️ Electronic Transaction Act, 2063 (2008)

⚖️ Other applicable laws of Nepal

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

18. Contact Information

For return requests, questions, or assistance:

Customer Service Department

📧 Email: [email protected]

📞 Phone: +977-9851100031

📱 WhatsApp: +977-9851100031 (Business hours only)

Office Address

📍 Himal Trade Link Pvt. Ltd.

Satdobato, Ringroad

Lalitpur, Nepal

Business Hours

🕒 Sunday - Friday: 10:00 AM - 6:00 PM NPT

🕒 Saturday: Closed

🕒 Public Holidays: Closed

Response Times

📧 Email Inquiries: 24-48 hours

📞 Phone Support: Immediate during business hours

🚨 Urgent Cases: Same day response when possible

19. Frequently Asked Questions (FAQ)

Q: Can I return a product if I changed my mind?

A: Yes, within 3 days of delivery, provided the product is unused and in original condition. Return shipping costs apply.

Q: What if the product becomes defective after 15 days?

A: After 15 days, manufacturer warranty terms apply. Contact us for warranty service assistance.

Q: Can I exchange for a completely different product?

A: Yes, you can return the original product (subject to eligibility) and place a new order for a different product.

Q: How long does the entire return process take?

A: Typically 10-20 business days from initial contact to refund/exchange completion.

Q: What if I lost my invoice?

A: Contact us with your order number, delivery address, and approximate purchase date. We can retrieve your invoice from our system.

Q: Can someone else return the product on my behalf?

A: Yes, with written authorization and copy of your ID along with the original invoice.

Q: Are installation charges refundable?

A: Only if the product is defective or we made an error. Not refundable for change of mind returns.

Q: What if the replacement product is also defective?

A: We will offer another replacement, full refund, or alternative product of your choice.

20. Final Notes

This Return & Exchange Policy is designed to protect both customer rights and business interests. We encourage you to:

1. Read this policy carefully before making purchases
2. Keep your invoice and packaging until you're satisfied with the product
3. Contact us immediately if you encounter any issues
4. Provide honest and accurate information throughout the process
5. Maintain respectful communication with our team

Thank you for choosing Himal Trade Link Pvt. Ltd. We appreciate your business and are committed to your satisfaction.

Related Policies:

1. Terms & Conditions
2. Refund Policy
3. Privacy Policy
4. Shipping Policy
5. Warranty Policy

For complete information, please visit www.himaltradelink.com or contact our customer service team.