Last Updated: August 12, 2026
At Naaypa Traders, we want you to have a smooth and reliable shopping experience. If you receive a product that is wrong, damaged, or defective, you may request a return and refund in accordance with the terms below.
1. Return Eligibility
You may request a return if:
You received a wrong product that is different from the product you ordered.
You received a damaged product that was damaged before or during delivery.
You received a defective product that has a manufacturing or functional defect.
The return request is submitted within 3 days from the date of delivery.
The product is unused and remains in its original condition.
The original packaging, labels, tags, accessories, manuals, and other included items are retained where applicable.
You provide reasonable evidence of the issue, such as photographs or a video.
2. Products That Are Not Eligible for Return
A return or refund may not be accepted when:
The return request is submitted after the 3-day return period.
The product has been used, washed, altered, damaged, or modified after delivery.
The product is returned without its original packaging, tags, or accessories where those items are applicable.
The issue is caused by improper use, washing, storage, handling, or care after delivery.
The product was damaged by the customer after receiving it.
The customer simply changes their mind or no longer wants the product.
The product differs only in minor characteristics that do not constitute a defect, such as slight variations in color caused by screen/display settings or normal manufacturing variation.
3. How to Request a Return
To request a return, contact our customer support within 3 days of delivery.
Please provide:
Order number
Customer name
Registered phone number
Product name
Reason for the return
Clear photographs of the product
Video evidence, where necessary
Photographs of the package and shipping label, particularly for damaged or wrong-product claims
Our team may request additional information to verify the claim.
Customer Support:
Email: care@naaypa.com
Phone: +977-9705010200
4. Return Verification
After receiving your request, Naaypa Traders will review the information and determine whether the product qualifies for return.
If the return is approved, we will provide instructions for returning or handing over the product.
Do not send a product back without receiving return instructions from Naaypa Traders. Unauthorized returns may not be accepted.
5. Return Pickup / Return Shipping
When the return is caused by an issue attributable to Naaypa Traders, such as:
Wrong product delivered
Damaged product delivered
Defective product delivered
Naaypa Traders may arrange the return pickup or provide appropriate return instructions.
If the product is returned for a reason that is not covered by this policy, the return may be rejected and any applicable return or delivery costs may be the customer's responsibility.
6. Refund Eligibility
A refund will be processed only after the returned product has been received and inspected, or after sufficient evidence has been reviewed and the claim has been approved.
If the claim is approved, the refund may cover the eligible amount paid for the affected product.
Depending on the circumstances, the following may be offered:
Replacement of the product, or
Refund of the eligible product amount
Naaypa Traders may choose the appropriate resolution based on product availability, the nature of the issue, and the circumstances of the claim.
7. Refund Processing Time
Once a refund is approved, we will initiate the refund through the applicable payment method or agreed refund process.
The time required for the refund to reach the customer's account may vary depending on the payment provider, bank, wallet, or other financial institution.
For Cash on Delivery (COD) orders, Naaypa Traders may request the customer's bank or digital-wallet details to process an approved refund.
Customers should provide accurate payment information. Naaypa Traders is not responsible for delays caused by incorrect information supplied by the customer or by the customer's bank/payment provider.
8. Partial Refunds
In certain circumstances, Naaypa Traders may approve a partial refund where only part of an order is affected or where the issue concerns only a specific product or quantity.
For example, if one product in a multi-product order is confirmed to be damaged, the refund may apply only to that affected product.
9. Order Cancellation
Customers may request cancellation before an order has been dispatched.
Once an order has been shipped or handed over to the delivery partner, cancellation may no longer be possible. In such cases, the customer may need to receive the order and follow the applicable return procedure, if the order qualifies under this policy.
For prepaid orders, any approved cancellation refund will be processed through the applicable payment method.
10. Wrong Product Delivered
If you receive a product that does not match your order:
Contact us within 3 days of delivery.
Do not use, wash, alter, or remove the product tags.
Keep the product and packaging safely.
Send photographs or video showing the product received and, where possible, the order/shipping label.
Wait for our return instructions.
After verification, we may arrange a replacement or refund.
11. Damaged Product
If your package or product arrives damaged:
Take photographs of the package before opening it, if possible.
Take clear photographs of the damaged product.
Keep the original packaging.
Contact us within 3 days of delivery.
Damage claims may require photographs or video evidence for verification.
12. Defective Product
If a product has a defect that was not caused by misuse or improper handling:
Contact us within 3 days of delivery.
Explain the defect clearly.
Provide photographs or video evidence where appropriate.
Keep the product and its original packaging until the claim is resolved.
After inspection, Naaypa Traders will determine whether the product qualifies for replacement or refund.
13. Product Condition for Returns
Returned products must generally be:
Unused
Unwashed
Unaltered
Free from stains, odors, or customer-inflicted damage
In original packaging where applicable
Accompanied by tags, accessories, or other included items where applicable
Naaypa Traders reserves the right to reject a return if inspection shows that the product was damaged or used after delivery.
14. Exchange / Replacement
Where a replacement is approved, Naaypa Traders may provide the same product, subject to availability.
If the exact product is unavailable, we may offer an alternative resolution, including a refund of the eligible amount.
15. Delivery Charges and Refunds
Where a return is approved because Naaypa Traders delivered a wrong, damaged, or defective product, the applicable delivery/return cost may be covered by Naaypa Traders.
Delivery charges associated with an order that is not eligible for return may not be refundable.
16. Promotional Products and Discounts
Products purchased during promotions, discounts, or special campaigns remain subject to this Refund & Return Policy unless a specific promotion clearly states different terms.
Any refund will normally be calculated based on the amount actually paid for the eligible product after applicable discounts.
17. Fraudulent or Abusive Claims
Naaypa Traders reserves the right to investigate suspected fraudulent, abusive, or repeated return/refund claims.
Where there is reasonable evidence of misuse of the return policy, Naaypa Traders may reject the claim or restrict future return privileges, subject to applicable law.
18. Important Notice
The 3-day return period starts from the date the order is marked as delivered.
Customers should inspect their products as soon as possible after delivery and report any issue within the applicable return period.
Failure to report an eligible issue within the specified period may result in the return or refund request being rejected.
19. Contact Us
For questions, return requests, or refund-related assistance, please contact:
Naaypa Traders
Ashok Vatika, Birgunj-10, Nepal
Phone: +977-9705010200
Email: care@naaypa.com
Website: naaypa.com
By placing an order with Naaypa Traders, you acknowledge that you have read and understood this Refund & Return Policy.
Naaypa Traders reserves the right to update this policy when necessary. Any updated version will be published on our website with the revised effective date.