Returns and refund policy
When you can return an item, how to do it, and how you get your money back.
We want every order to arrive right. When it doesn't, you have the right to a return and refund under Nepal's Consumer Protection Act, 2075, and we aim to make that quick and simple.
When you can return an item
- It arrived damaged.
- It is defective or doesn't work.
- It is a different item from the one you ordered.
- It has passed its expiry date.
- It is the wrong variant, such as the wrong size, colour, flavour, or pack size.
You must tell us within 24 hours of delivery.
Items we can't take back
For health and hygiene reasons, we can't accept returns of the following, unless they arrived damaged, wrong, or expired:
- Packaged food that has been opened
- Perishable items, such as fresh fruit and vegetables, dairy, meat, and bakery items
- Frozen and chilled items
- Personal-use items once opened, such as earrings, cosmetics, and personal care products
- Items that are no longer in the condition they were delivered in
Conditions
- The item must be unused and in its original packaging.
- Labels, tags, and stickers must still be attached.
- You need your order number, for example OVR-2355, which you can find in the app's order history.
Exchanges and change of mind
We don't offer exchanges, including exchanges for a different clothing size. If we delivered a different size from the one you ordered, that counts as a wrong variant and you can return it for a refund.
We also can't accept returns because you changed your mind after delivery. Every delivery has a cost for us, so returns are only possible in the cases listed above.
How to return an item
- Within 24 hours of delivery, email ovvertrade@ovvor.com with your order number, the item, what's wrong, and a photo if you can.
- We reply to confirm whether the item is eligible and when we can collect it.
- Our rider collects the item from your door.
- We check the item when it is collected and again when it reaches the store.
- If it meets this policy, we refund you.
How refunds are paid
- Cash on Delivery
- We refund you in cash. We will call you to arrange when the rider brings it.
- Khalti or eSewa
- We refund the amount to the same wallet you paid from. It usually arrives within 3 to 5 business days, depending on the wallet provider.
- Cancelled orders
- If an order you paid for online is cancelled, by you or by us, you get the full amount back in the same way.
Misuse
We may refuse a return that doesn't meet this policy, or an item that isn't in its original condition. If an account keeps making returns in a way that looks like misuse, we may stop accepting its returns.
Questions and complaints
Email ovvertrade@ovvor.com about any return or refund. If you're not happy with our answer, reply and ask for a manager to review it.
Ovvor Trade Pvt. Ltd., Koteshwor-32, Kathmandu, Nepal