Return & Refund Policy

Effective Date: July 9, 2026

At Twin Mart, customer satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help. Please read this Return & Refund Policy carefully before requesting a return or refund.

1. Return Eligibility

You may request a return if:

  • The product is damaged during delivery.

  • You received the wrong item.

  • The product has a manufacturing defect.

  • The item is missing parts or accessories.

  • The product significantly differs from its description on our website.

To be eligible for a return, the product must:

  • Be returned within 7 days of delivery.

  • Be unused and in its original condition.

  • Be returned with all original packaging, tags, manuals, and accessories.

  • Be accompanied by proof of purchase or order confirmation.

Twin Mart reserves the right to inspect returned items before approving a refund or replacement.

2. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot normally be returned unless they are defective or incorrect:

  • Food and beverages

  • Perishable goods

  • Personal care products

  • Cosmetics and skincare products that have been opened or used

  • Health and hygiene products

  • Undergarments

  • Gift cards

  • Digital products or downloadable content

  • Clearance or final sale items marked as non-returnable

Used, damaged, or altered items caused by the customer are also not eligible for return.

3. Damaged or Incorrect Orders

If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible and preferably within 48 hours of receiving your order.

To help us process your request quickly, please provide:

  • Your order number

  • A description of the issue

  • Clear photos or videos of the product and packaging

After verification, we may offer:

  • A replacement product

  • A store credit

  • A full or partial refund, depending on the situation

4. Change of Mind

We understand that you may change your mind after making a purchase.

Returns due to a change of mind may be accepted at Twin Mart's discretion, provided that:

  • The product has not been opened or used.

  • The original packaging is intact.

  • The item is in resaleable condition.

  • The return request is made within 7 days of delivery.

Return shipping costs for change-of-mind returns are the responsibility of the customer unless otherwise agreed.

5. Return Process

To request a return:

  1. Contact Twin Mart customer support with your order details.

  2. Wait for return approval and instructions.

  3. Securely package the product.

  4. Return the product using the approved method.

Returns sent without prior approval may not be accepted.

6. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed using the original payment method whenever possible.

Depending on your payment provider, refunds may take several business days to appear in your account.

If the original payment method is unavailable, Twin Mart may offer store credit or another mutually agreed refund method where permitted.

7. Replacement Policy

Where appropriate, Twin Mart may replace a product instead of issuing a refund.

A replacement may be offered when:

  • The wrong item was delivered.

  • The product arrived damaged.

  • The item has a verified manufacturing defect.

  • Stock is available.

If a replacement is unavailable, a refund or store credit may be offered.

8. Order Cancellation

Orders may be cancelled before they have been packed or dispatched.

Once an order has been shipped, cancellation may no longer be possible. In such cases, the order may instead be handled under this Return & Refund Policy, if eligible.

Twin Mart also reserves the right to cancel an order due to:

  • Stock unavailability

  • Pricing or technical errors

  • Payment verification issues

  • Suspected fraudulent activity

  • Delivery restrictions

If payment has already been received for a cancelled order, an appropriate refund will be processed.

9. Shipping Charges

If the return is due to:

  • An incorrect item sent by Twin Mart

  • A damaged product

  • A verified manufacturing defect

Twin Mart will bear the reasonable return shipping costs where applicable.

If the return is due to a change of mind or customer preference, return shipping costs are generally the customer's responsibility.

Original delivery charges are generally non-refundable unless the return is due to an error on our part.

10. Inspection and Approval

All returned products are inspected upon receipt.

Twin Mart reserves the right to refuse a return if:

  • The product has been used beyond reasonable inspection.

  • The product is damaged due to misuse or negligence.

  • Required accessories or packaging are missing.

  • The return request does not meet this policy.

11. Promotional Purchases

If an order qualified for a promotion, discount, bundle, or free gift, the refund amount may be adjusted to reflect the value of any items retained or promotional benefits received.

Any free gifts associated with a returned purchase may also need to be returned.

12. Consumer Rights

Nothing in this Return & Refund Policy limits any rights you may have under applicable consumer protection laws in Nepal.

Where the law provides greater protection than this policy, those legal rights will prevail.

13. Policy Updates

Twin Mart may update this Return & Refund Policy from time to time.

The latest version will always be available on our website with the updated Effective Date.

14. Contact Us

If you have any questions regarding returns, replacements, or refunds, please contact Twin Mart using the contact information provided on our website.

Our customer support team will be happy to assist you.