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 the terms outlined in this policy.
• To be eligible for a refund, products must meet the criteria specified in the Return Eligibility section below.
Return Eligibility
• Damaged or Defective Products: If products are received in a damaged or defective condition, businesses may be eligible for a refund. Proof of damage or defect, such as photographic evidence, may be required.
➢ Note: – SAMANHUB.COM is an e-commerce platform where vendors operate, each seller will have their own return policy. We request all buyers to review the return policy from the supplier before completing an order. Buyers can view the return policy listed in the supplier’s profile.
Refund Process
• To request a refund, businesses must contact Samanhub’s customer support team within 2 days of receiving the product.
• Businesses may be required to provide proof of purchase, order details, and any relevant documentation to support their refund request.
• Refunds will be issued to the original payment method used for the purchase, unless otherwise specified.
• Refunds will be processed according to seller refund rules.
Non-Refundable Items
• Certain products may be non-refundable, including but not limited to:
• Custom or made-to-order products.
• Perishable goods.
• Products that have been used, altered, or damaged by the customer.
Return Shipping
• SAMANHUB.COM is an E-commerce platform where Vendor, will have their own return shipping rules. We request all customers to find out seller return shipping rules from the supplier.
- Refund Disputes
• In the event of a refund dispute, businesses are encouraged to contact Samanhub’s customer support team to resolve the issue promptly.
• Samanhub will investigate any reported refund discrepancies and work towards a satisfactory resolution.
Samanhub B2B Marketplace
Return & Refund Policy for Imported Products
1) Role of Samanhub:
Samanhub is not the seller or importer of record. We only act as an online platform to facilitate trade. Customs clearance, payment of duties/taxes, and re-export are the responsibility of the Buyer unless agreed otherwise in the sales contract.
2) Eligible for Return/Refund:
– Wrong, damaged, or defective goods.
– Short shipment or specification mismatch.
– Dead on Arrival (DOA) under warranty.
– Samples or goods for repair.
– Temporary imports for fairs/exhibitions.
3) Legal Time Limits:
– Goods must be re-exported within 90 days of import for duty refund eligibility.
– After 90 days, duties paid are not refunded.
– Goods exported for repair must return within 3 months (extendable by Customs).
4) VAT & Duties:
When re-exported, duties and VAT paid can be refunded by Nepal Customs/IRD with proper evidence. Current VAT rate in Nepal is 13%. Refund processing is handled by government authorities, not directly by Samanhub.
5) Return/Refund Process:
– Before Customs Clearance: File a return request within 5 days of arrival.
– After Customs Clearance: Notify Samanhub & Seller within 7 days of delivery.
– Provide required documents and choose either Replacement or Refund.
6) Required Documents:
Invoice, packing list, Customs declaration (SAD), tax payment receipt, photos/videos, lab/inspection report, and 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 first be addressed via Samanhub Dispute Desk. If unresolved, disputes fall under the governing law agreed in the sales contract, or default to Nepalese law and courts in Kathmandu.
Changes to Refund Policy
• Samanhub reserves the right to update or modify this Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting on the Samanhub website or notification to affected parties.
Contact Us
If you have any questions, concerns, or inquiries regarding Samanhub’s Refund Policy, please contact us at
Head Office: Janakpur, Dhanusha, Nepal
Branch Office: Lokanthali, Bhaktapur, Nepal
Contact: +977-9801669459
Email: support@samanhub.com
Website: https://samanhub.com