Returns & Refunds
Last updated: January 1, 2025
Initiate Return
Go to My Orders, select the item, and click 'Return'. Choose a reason and submit.
Pickup Scheduled
Our delivery partner will schedule a pickup within 2 business days of your request.
Refund Processed
Once we receive and inspect the item, your refund is credited within 5–7 business days.
Return Eligibility
Returns are accepted within 14 days of delivery provided:
- Item is unused, unworn, and unwashed
- All original tags and packaging are intact
- Item is not in the non-returnable category (see below)
- Return is initiated within 14 days of the delivery date
Non-Returnable Items
The following items cannot be returned:
- Innerwear, lingerie, and swimwear (hygiene reasons)
- Customised or personalised products
- Items marked as "Final Sale" or "Non-Returnable" on the product page
- Fragrance, beauty products once opened
- Damaged items due to customer misuse
Refund Method
Refunds are credited to the original payment method:
- eSewa / Khalti: 2–3 business days after return pickup
- Bank Transfer: 5–7 business days
- Cash on Delivery: Bank transfer within 7 business days (you must provide bank details)
Exchange
We do not offer direct exchanges. Please return the item for a refund and place a new order for the desired size or colour. This ensures faster processing.
Damaged or Wrong Item Received
If you received a damaged, defective, or wrong item, please report it within 48 hours of delivery by contacting us with photos of the item and packaging. We will arrange a free return pickup and full refund or replacement.
Need Help?
Visit Contact Us or email returns@onlinesathi.com.