Login with your SmartDoko ID

Return & Refund Policy

At SmartDoko, we are committed to ensuring your satisfaction with every purchase and adhering to the consumer protection standards set forth by the E-commerce Act, 2025, and other applicable laws of Nepal. This policy outlines the conditions under which returns and refunds will be processed.

A. Grounds for Return (Non-Conformity)

In accordance with the E-commerce Act, 2025, you may request to return a product if, upon delivery, it does not conform to the details provided by SmartDoko on the platform at the time of purchase. This includes, but is not limited to, instances where the product is:

1. Delivered with missing accessories or parts as described.
2. Defective or damaged upon arrival (not due to misuse by the customer).
3. An incorrect item (different from what was ordered).
4. An incomplete product delivery (e.g., part of a set is missing).
5. Significantly different from the description, image, or specifications displayed on the platform.

B. Notification of non-conformity

Customers are strongly advised to inspect products thoroughly upon delivery. Please notify SmartDoko promptly upon discovery of any of the above-mentioned issues, ideally on the day of delivery, by contacting our Customer Service. Timely notification helps us to address your concern efficiently.

C. Conditions for Return Acceptance
For a return to be accepted, the product must be:

1. Unused and Undamaged: The product must not have been used, altered, or damaged by the customer beyond the initial inspection necessary to ascertain its conformity.
2. In Original Condition and Packaging: Returned with its original, undamaged product box, packaging materials, product tags (if any), and any protective seals intact (unless the non-conformity was only discoverable upon opening a seal, e.g., for electronics).
3. Complete with all Accessories: All included accessories, manuals, freebies, and bundled items must be returned.
4. Accompanied by Proof of Purchase: The original VAT/PAN bill issued by SmartDoko must be provided.
5. With Warranty Card (if applicable): The original, unfilled warranty card (if provided with the product) must be returned.

D. Specific Conditions for Product Categories

        a.  Electronics Products:

1. If an electronic item is delivered sealed and is being returned due to a "change of mind" (where offered by SmartDoko outside of non-conformity claims), it must remain factory-sealed and unopened.
2. If a sealed electronic item, upon opening, is found to be non-conforming to the product details as advertised (e.g., wrong model, missing specified features) or is defective upon initial unboxing (Dead on Arrival - DOA), it may be eligible for return subject to verification by SmartDoko or an authorized technician.
3. Opened or used electronics with no such initial non-conformity or defect are generally not eligible for direct return to SmartDoko outside of manufacturer warranty claims.

        b, Non-Returnable Items:

Due to their perishable nature, hygiene considerations, safety concerns, or rapid degradation post-delivery, the following items are not eligible for return or replacement once delivered and accepted, unless they were non-conforming at the point of delivery (e.g., already expired, damaged, or incorrect item delivered):

1. Vegetables and Fruits
2. Cheese, Khuwa, and similar dairy items
3. Cakes and other fresh bakery items
4. Meat and Fish Frozen and Fresh 
5. Items that have had their hygiene seal broken (e.g., undergarments, cosmetics, personal care items).
6. Custom-made or personalized items.
7. Digital products or services that have been consumed or downloaded.

E. Product Replacement & Refunds

1. Replacement: If a returned product (due to non-conformity) is approved, SmartDoko will endeavor to provide a replacement of the same item, subject to availability.
2. Refund due to Unavailability: If a customer requests a replacement for a legitimately returned non-conforming product, and the exact item is out of stock and cannot be sourced within a reasonable timeframe, SmartDoko will issue a full refund to the buyer.
3. Refund for Non-Conforming Goods: If a product is returned due to non-conformity as per Section 1 and meets the conditions in Section 3, and a replacement is not agreed upon by the buyer, the buyer will be entitled to a full refund. This refund will include the price paid for the product and any taxes paid by the buyer for that product, without any deduction of processing fees by SmartDoko.

F. Manufacturer Warranty

1. Non-Conformity at Delivery: If a product is delivered and is found to be non-conforming to the details provided by SmartDoko at the time of purchase (e.g., wrong item, damaged in transit, Dead on Arrival), it is eligible for return to SmartDoko as per this policy, even if it also carries a manufacturer's warranty. SmartDoko will facilitate the return, exchange, or refund as appropriate.
2. Defects Arising After Acceptance & Use: For defects or issues that arise after the product has been accepted, used, and is past the initial return window for non-conformity, and which are covered by a manufacturer's warranty, customers will be guided to contact the manufacturer's authorized service center directly for support as per the warranty terms. SmartDoko may assist in providing contact information for such service centers. Such cases are subject to the terms and conditions of the manufacturer's warranty and not SmartDoko's direct return/refund liability for initial non-conformity.

G. Refund Process & Timelines

1. Return Approval & Quality Check: Once a return request is initiated and the product is received by SmartDoko, it will undergo a quality check to verify the reason for return and the condition of the product.
2. Refund Initiation: If your return is approved, SmartDoko will initiate the refund process.
3. Refund Methods & Estimated Time:The method of refund will generally correspond to the original payment method.

    Note: Working days exclude weekends and public holidays. Timelines for card refunds are indicative and subject to bank processing times.

H. How to Initiate a Return

To create a return or refund request, please contact SmartDoko Customer Service:

• Phone: 9801013311
• Email: customer.service@smartdoko.com

Please provide your order number and a clear reason for the return, along with any supporting evidence (e.g., photos of damage or incorrect item).

I. Policy Amendments

SmartDoko reserves the right to amend this Return & Refund Policy at any time. Any such amendments will be effective upon posting on the SmartDoko platform. This policy is subject to the provisions of the E-commerce Act, 2025, and other applicable laws of Nepal. In case of any conflict between this policy and the Act, the provisions of the Act shall prevail.