Return & Refund
Effective Date: August 1, 2026
Last Updated: August 1, 2026
At Elder Nepal, we are committed to delivering high-quality cosmetic and beauty products. If something isn't right with your order, we're here to help.
Please read this Return & Refund Policy carefully before requesting a return.
Return Eligibility
You may be eligible for a return or replacement if:
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Your product arrived damaged or broken.
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You received the wrong product.
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The product was expired upon delivery.
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The product has a manufacturing defect.
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An item is missing from your order.
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Your order was cancelled before dispatch.
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You changed your mind and the product is unopened and unused (within the applicable return period).
Items That Cannot Be Returned
For hygiene and safety reasons, we cannot accept returns for:
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Opened or used cosmetic products.
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Products without original packaging or seals.
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Products damaged due to misuse.
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Free gifts or promotional items.
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Customized or personalized products.
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Final Sale or Clearance items marked as non-returnable.
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Returns requested after the eligible return period.
Return Window
Please submit your return request:
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Within 3 calendar days of receiving your order for standard returns.
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Damage or delivery issues should be reported within 48 hours of delivery.
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Hidden manufacturing defects may be reviewed on a case-by-case basis.
Return Conditions
Returned products must:
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Be unused and unopened.
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Be in their original packaging.
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Include all labels, seals, inserts, accessories, and complimentary items.
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Include proof of purchase.
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Include photos or videos showing the issue (for damaged, defective, or incorrect products).
How to Request a Return
Step 1 – Contact Us
Email us at:
Include:
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Order ID
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Description of the issue
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Photos or videos of the product
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Photos of the outer packaging if damaged
Step 2 – Return Review
Our team will review your request within 1–2 business days.
If approved, we'll provide return instructions.
Please do not ship products without receiving return approval.
Step 3 – Return the Product
If approved:
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Pack the item securely in its original packaging.
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We'll arrange a pickup when applicable or provide the return address.
Step 4 – Inspection
Once received, your return will be inspected within 2–3 business days.
Step 5 – Refund or Replacement
After approval:
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Refunds are processed within 5–7 business days.
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Replacements are shipped within 3–5 business days, subject to stock availability.
Return Shipping
| Reason | Return Shipping |
|---|---|
| Damaged product | We cover the shipping cost |
| Wrong product | We cover the shipping cost |
| Defective product | We cover the shipping cost |
| Expired product | We cover the shipping cost |
| Missing item | We ship the missing item at no cost |
| Change of mind | Customer pays return shipping |
We recommend using a trackable shipping service for customer-arranged returns.
Refunds
Approved refunds are issued using the original payment method whenever possible.
| Payment Method | Estimated Refund Time |
|---|---|
| eSewa | 3–5 Business Days |
| Khalti | 3–5 Business Days |
| ConnectIPS / Bank Transfer | 3–5 Business Days |
| Cash on Delivery | Bank Transfer or Store Credit |
| Store Credit | 1–2 Business Days |
Partial Refunds
Partial refunds may apply if:
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Only part of an order is returned.
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Items are returned incomplete.
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Packaging is damaged.
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A goodwill refund is approved for an allergic reaction.
Store Credit
Store Credit may be offered instead of a cash refund for eligible cases.
Store Credit:
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Is valid for 12 months.
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Can be used on any product.
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Cannot be exchanged for cash.
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Is automatically applied when using the same customer account.
Replacement Policy
If eligible, we may replace your product instead of issuing a refund.
Replacement is available for:
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Damaged products
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Wrong products
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Manufacturing defects
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Expired products
Only one replacement is available per order.
If the item is out of stock, a full refund will be issued.
Order Cancellation
Before Dispatch
Orders may be cancelled before shipment.
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Prepaid orders receive a full refund.
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Cash on Delivery orders are cancelled without charge.
After Dispatch
Orders cannot be cancelled after shipment.
You may refuse delivery, and once the returned item is received and inspected, an eligible refund will be processed.
Shipping charges may not be refundable.
Damaged Deliveries
If your package arrives damaged:
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Inspect the package before accepting delivery.
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Take photos of the package and product.
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Contact us within 48 hours.
Eligible claims will receive a replacement or refund after verification.
Skin Reactions
Individual skin types vary.
If you experience irritation:
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Stop using the product immediately.
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Wash the affected area.
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Consult a medical professional if necessary.
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Contact our support team with your Order ID and photos.
Each case is reviewed individually.
Store Credit or a partial refund may be offered at our discretion.
Consumer Rights
Under Nepal's Consumer Protection Act, 2075 B.S., customers have the right to:
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Receive genuine and safe products.
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Receive accurate product information.
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Request remedies for defective products.
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Submit complaints to the appropriate authorities if unresolved.
Fraud Prevention
We reserve the right to reject returns involving:
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False claims.
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Different products than originally ordered.
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Used or resealed products.
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Repeated abusive return requests.
Accounts found abusing our return policy may be restricted or permanently suspended.
Contact Us
For returns, refunds, replacements, or cancellations, contact us:
Support Email: elderskinorigins@gmail.com
Website: www.eldernepal.com
Return Window: 7 Days from Delivery
Response Time: Within 2 Business Days
Refund Processing: 5–10 Business Days after Approval
Governing Law: Consumer Protection Act, 2075 B.S. (Nepal)
Contact Us
If you have any questions about shipping or delivery, please contact us.
Support Email: elderskinorigins@gmail.com
Website: www.eldernepal.com
Support Hours: Monday – Friday, 9:00 AM – 7:00 PM (NST)
Response Time: Within 1–2 Business Days