Effective Date: 23 August 2026
At KHETRO, we are committed to handling eligible refunds fairly, transparently, and in accordance with the prevailing laws of Nepal, including the Consumer Protection Act, 2075 and the Electronic Commerce Act, 2081.
A refund may be provided where:
An eligible returned product has been accepted by KHETRO.
An order has been cancelled in accordance with applicable terms or law.
A product is unavailable after payment has been made.
A product is damaged, defective, incorrect, expired, or materially different from its description, where a refund is applicable.
A refund is otherwise required under the prevailing laws of Nepal.
Approved refunds will generally be processed using the original payment method, where reasonably possible.
For cash-on-delivery or other transactions where the original payment method cannot be used, KHETRO may request appropriate bank or payment details to process the refund securely.
Once a refund is approved, KHETRO will initiate the refund within a reasonable period. The actual time for the amount to appear in the customer's account may depend on the relevant bank, payment service provider, or financial institution.
Where a refund is required due to an error, defective product, damaged product, or other circumstance for which KHETRO is responsible, applicable charges will be handled in accordance with the prevailing law and the circumstances of the order.
Where a refund arises from a customer-requested cancellation or another situation permitted by applicable terms, applicable delivery or service charges may be treated separately where legally permitted.
Where only part of an order qualifies for a refund, KHETRO may process a refund for the eligible product or portion of the order rather than the entire order.
KHETRO may request reasonable information, including order details, proof of purchase, photographs, or payment information, where necessary to verify a refund request and prevent fraudulent claims.
Nothing in this Policy is intended to limit, exclude, or waive any mandatory consumer right or remedy available under the prevailing laws of Nepal. Where applicable law provides a greater right, the law shall prevail.
KHETRO — Rooted in the Farm. Driven by Trade. Growing Together.