Return & Refund Policy

1. At a Glance

Return window

7 days from delivery

Cancel anytime

Until the order is handed to the courier

Refund method

Bank transfer only

Before you cancel or return

Save your bank account in My Account

2. Refunds Go to Your Bank Account

Every refund is paid by bank transfer to the bank account saved on your profile. There is no other refund option. Please add your account under My Account → Payments & Payouts before cancelling a prepaid order or requesting a return; we cannot process either without it.

You will need:

• Bank name
• Account holder name (must match the bank record)
• Account number
• Mobile number linked to the account

We do not refund to cards, eSewa, Khalti or other digital wallets, QR payments, cash, or as BWisher wallet credit — even if you paid that way. Please double-check your details — a refund sent to an incorrect account you provided cannot be recovered by us.

3. Cancelling an Order

You can cancel an order yourself from My Orders while it is at any of these stages:

• Pending
• Confirmed
• Packed
• Label created

Once the order has been handed to the courier, it can no longer be cancelled — you can refuse the delivery or request a return after it arrives instead. Because the order has already been shipped, the delivery charge is not refunded in either case.

If your order contains several items, you can cancel individual items without cancelling the whole order.

What happens when you cancel

• Prepaid orders: the amount you paid online is refunded automatically to your bank account.
• Cash on delivery: nothing is collected. Any advance you paid online (for example, the delivery charge) is refunded to your bank account.
• Wallet credits: BWisher wallet credits you used on the order are restored to your wallet. They are not paid out as money.

We may also cancel an order — for example if an item is out of stock or the delivery address cannot be served. In that case you receive a full refund as described above.

4. Returning an Item

You can request a return within 7 days of delivery. Only delivered orders can be returned, and each order can have one return request.

How to request a return

1. Make sure your bank account is saved (see Refunds Go to Your Bank Account).
2. Open the order in My Orders and tap Return Order.
3. Tell us the reason and describe the problem. Photos or a video of the item help us approve your request faster — send them to our support team if asked.
4. Our team reviews your request. You will be notified by SMS or WhatsApp when it is approved or rejected.
5. Once approved, our courier partner collects the item from your address. Keep it in its original packaging with all tags, accessories and free gifts.
6. Your refund is transferred to your saved bank account.

Reasons we accept

• Item arrived damaged or defective
• Wrong item, size or colour delivered
• Parts or accessories missing
• Item significantly different from its description or photos

Other requests are reviewed case by case. Our decision is based on the condition of the returned item.

5. What Cannot Be Returned

• Return requests made more than 7 days after delivery
• Items that are used, washed, damaged by misuse, or altered after delivery
• Items without their original packaging, tags, accessories or free gifts
• Innerwear, cosmetics, personal-care and other hygiene products once opened
• Products marked "non-returnable" on the product page

If a returned item fails our quality check, we will send it back to you and no refund will be issued.

6. How Much Is Refunded

• Cancellations (before the order is shipped): the full amount you paid online, including the delivery charge.
• Shipped orders (returns and refused deliveries): the amount you paid minus the delivery charge. If only part of an order is returned, only that part is refunded.
• Only money you actually paid is refunded to your bank account. Wallet credits, coupon discounts and scratch-card rewards are never paid out as money.
• All refunds are made in Nepali Rupees (NPR).

7. Exchanges

We do not currently offer direct exchanges. To get a different size, colour or product, return the original item for a refund and place a new order.

8. Tracking Your Refund

You can see the status of every return and refund on the order page in My Orders. We also send updates by SMS and WhatsApp as your request moves from requested to approved and completed.

Bank transfers can take a few business days to appear depending on your bank. If you have not received a refund marked as completed, contact us with your order number.

9. Contact Us

Please include your order number in all messages so we can help you faster.