Refund Policy

Effective Date: 19-August-2025

This Refund Policy governs the terms and conditions for refunds and returns on Samanhub, a B2B ecommerce marketplace located in Nepal.

Eligibility for Refunds

• Refunds may be issued for eligible products and orders in accordance with this policy.
• Products must meet the criteria outlined in the Return Eligibility section.

Return Eligibility

• Damaged or Defective Products: Eligible for a refund with photographic or documented proof.

Refund Process

• Contact our support team within 2 days of receiving the product.
• Provide proof of purchase, order details, and supporting documents.
• Refunds will be issued to the original payment method, subject to seller rules.

Non-Refundable Items

• Custom or made-to-order products
• Perishable goods need to Changes
• Used, altered, or customer-damaged products

Return Shipping

Each vendor on Samanhub has their own return shipping rules. Customers must confirm shipping terms with the supplier.

Refund Disputes

For refund disputes, contact Samanhub support. Our team will investigate and resolve discrepancies fairly.

Refund Policy for Imported Products

1. Role of Samanhub

Samanhub is a platform only and not the importer of record. Customs, duties, and taxes are the buyer’s responsibility.

2. Eligible for Return/Refund

• Wrong, damaged, or defective goods
• Short shipment or mismatched specifications
• Dead on Arrival (DOA) products under warranty
• Samples, repair goods, or temporary imports

3. Legal Time Limits

• Re-export within 90 days for duty refund eligibility.
• Goods for repair must return within 3 months (extendable by Customs).

4. VAT & Duties

Duties & VAT (13% in Nepal) can be refunded by Nepal Customs/IRD upon re-export with valid documents.

5. Return/Refund Process

• Before Customs Clearance: File request within 5 days of arrival.
• After Customs Clearance: Notify Samanhub & Seller within 7 days of delivery.

6. Required Documents

• Invoice, packing list, Customs declaration (SAD)
• Tax payment receipt, photos/videos, inspection report
• Re-export declaration

7. Refund Responsibility

• Product price refunded by Seller
• Freight/insurance as per Incoterms/contract
• Duties & VAT refunded by Nepal Customs/IRD

8. Dispute Resolution

Disputes should be raised via Samanhub Dispute Desk. If unresolved, disputes follow Nepalese law under courts of Kathmandu.

Changes to Refund Policy

Samanhub may update this policy without prior notice. Updates are effective immediately upon posting.

Contact Us