Return, Exchange and Refund Policy

schedule Last updated 13 Apr 2026

PARIVAN

RETURN, EXCHANGE AND REFUND POLICY

When and how a Parivan buyer may exchange, return or obtain a refund — written to honour Nepal’s non-conformity right while protecting the marketplace from apparel-fit abuse and COD leakage

Operated in Nepal only · Single operating establishment · Multi-vendor apparel marketplace (intermediary)
Issued: 03 September 2026 · Document: PARIVAN-POL-RETURNS-001 · Version 1.0

COMPLETION REQUIRED. Placeholders in square brackets (for example [COMPANY LEGAL NAME]) must be completed with the registered particulars of the operating company before these documents are published or executed. Until then, these drafts are internal working documents and must not be treated as executed contracts.

HOW TO READ THIS POLICY. If the garment you received is wrong, damaged, defective, or materially different from the listing, Nepal law gives you a strong right — unused and undamaged goods that do not match the disclosure must be accepted back without extra charges, with replacement or a full refund including tax. If the listing was accurate and you simply want another size, colour, or changed your mind, Parivan offers a controlled exchange (and, where we choose, store credit), not an automatic cash refund. Intimate, custom and hygiene items are restricted. Raise issues within 3 days of delivery, with photos.

1. RELATIONSHIP TO OTHER DOCUMENTS

This Policy forms part of the Terms and Conditions of [COMPANY LEGAL NAME] (“Parivan”). It applies to orders placed on the Platform. It does not apply to off-platform purchases from a Vendor. Vendors are bound to honour this Policy under the Vendor Agreement. Where this Policy is silent, the Electronic Commerce Act, 2081 and the Consumer Protection Act, 2075 apply.

2. INSPECT AT DELIVERY

Please inspect the parcel in the rider’s presence so far as reasonably possible. Check that the package is yours, the outer packing is intact, the item type and quantity match, and there is no obvious external damage. For COD, payment on handover is your confirmation that there is no obvious outer damage and that the item type/quantity appear correct. Hidden defects, size issues and material mismatch may still be raised within the window in Section 4.

If the parcel is visibly crushed, wet, opened, or clearly the wrong shipment, you may refuse it at the door. Ask the rider to mark the refusal reason. Contact [SUPPORT EMAIL] / [SUPPORT PHONE] the same day.

3. TWO TRACKS — KNOW WHICH ONE YOU ARE ON

Track

When it applies

What you get

Who pays reverse logistics

A. Non-conformity (statutory + trust)

Wrong item; damaged; genuine manufacturing defect; item materially different from the listing (including a misleading photo of the actual product)

Replacement of equal value, or full refund of the price including tax. No extra return charge.

Vendor (recovered by Parivan). If Parivan or the rider caused it, that party.

B. Preference / change of mind

Size or fit preference where the chart was used and the listing was accurate; colour preference; “I don’t like it”; ordered the wrong size/variant yourself

Exchange for another size/colour of the same SKU if in stock; otherwise another item of similar value or store credit. Cash refund is not of right.

Buyer, unless Parivan waives it as a goodwill gesture (tracked).

4. WINDOW, CONDITION AND EVIDENCE

· You must raise the claim within 3 (three) calendar days of delivery, through [SUPPORT EMAIL], the website form, or the number on your invoice, quoting the order number and mobile number.

· The garment must be unused, unwashed, unaltered, odour-free, with original tags, labels, hygiene sticker (if any) and packing. Footwear (if listed) must have original sole stickers intact.

· Send clear photographs and, for damage or mismatch, a short video of the product and the packing slip. Claims without evidence may be rejected.

· Do not send the item back until we issue a reverse-pickup or drop-off instruction. Unsolicited returns may be refused.

· After the 3-day window, only latent manufacturing defects reported without delay after discovery, or rights that Nepal law does not allow to be cut down, will be considered.

5. TRACK A — NON-CONFORMITY (WRONG, DAMAGED, DEFECTIVE, MISLEADING LISTING)

If we validate that the goods do not conform to the disclosure on the listing, then, provided they are unused and not damaged by you:

1. We will accept the return without additional return charges.

2. You may choose a replacement of equal value (same SKU or agreed alternative) or a full refund of the price paid, including applicable tax.

3. Approved refunds are paid to the person who placed the order, to the original prepaid method or to a verified bank/wallet account, typically within 7–14 business days after the returned item passes inspection (or, if the item is not collected because it was refused at the door, after validation).

4. Parivan will recoup the amount from the Vendor under the Vendor Agreement. You do not need to chase the Vendor yourself, and you should not.

Minor dye-lot, screen-colour and stitching variations consistent with the listing and with ordinary apparel manufacture are not non-conformity.

6. TRACK B — SIZE, FIT, COLOUR PREFERENCE AND CHANGE OF MIND

Apparel fit is personal. A correct size chart and an accurate listing do not guarantee that you will like the fit on your body. For Track B:

· Request within 3 days, unused with tags.

· We will first offer exchange for another size or colour of the same product, subject to stock.

· If that variant is unavailable, we will offer, in this order: (i) another product of similar value from the same Vendor; (ii) Parivan store credit; (iii) cash refund only where we agree, or where no reasonable alternative exists.

· Outbound delivery charges already incurred, and reverse-pickup charges, may be deducted or billed to you, unless we waive them.

· An approved exchange is processed as: original order adjusted or refunded internally, and a new fulfilment for the replacement. The replacement follows then-current stock, price (if a different SKU) and delivery estimate. It is not a price-match against a later discount.

We do not issue a cash refund, wallet balance or voucher as of right for Track B. We do not price-match after you have ordered.

7. ITEMS THAT ARE NOT RETURNABLE (EXCEPT TRACK A)

· Intimate wear, innerwear, lingerie, swimwear, socks and similar hygiene products, once the hygiene seal is broken or the item is tried on in a way that makes resale unsanitary.

· Customised, embroidered-to-order, tailored or made-to-measure garments, once production has started.

· Clearance or final-sale items marked “no exchange” on the listing, except Track A.

· Items returned without tags, washed, stained, perfumed, pet-haired, or showing wear.

· Items returned after the window without a latent-defect justification.

· Free gifts, if the main item is kept (the gift must be returned in saleable condition if the main item is refunded).

Where a listing says an item is non-returnable, that restriction applies only to Track B. Track A (non-conformity) cannot be excluded.

8. HOW TO REQUEST

Email [SUPPORT EMAIL] or use the website/support chat within 3 days with: order number; mobile number; Track A or B description; SKU/size; photographs/video. We will acknowledge (pilot target: within 24 hours on business days) and decide after inspection/evidence review (pilot target: 2–3 business days; in all cases within the 15-day statutory grievance period if you escalate).

9. INSPECTION AND REJECTION

Parivan or the Vendor may inspect the returned item. If it fails Section 4, we may reject the claim, return the item to you (if already collected) at your cost, and decline refund. Used-product claims, serial claimants, and claims that conflict with doorstep photographs may be treated as abuse under the Terms.

10. ORDERS NEVER DELIVERED / COD

On COD, you pay only on handover. If the order is never delivered, no payment is taken and no refund arises. If a prepaid order is cancelled before dispatch or fails delivery for a reason not attributable to you, we refund the prepaid amount. If you were charged in error, write to us; we will investigate and correct.

11. ABUSE, FRAUD AND ACCOUNT LIMITS

Easy exchange is a trust tool, not a fitting-room service for a wardrobe. We may, where a pattern appears (repeated Track B claims, used-product returns, COD refusals, conflicting addresses, multiple accounts):

· require prepaid only;

· limit exchange to store credit;

· refuse future Track B claims;

· recover reverse-logistics and restocking cost;

· suspend or terminate the account;

· report fraud to the authorities.

This does not affect a genuine Track A claim.

12. VENDOR AND PARIVAN ROLES

Parivan decides the claim as intermediary so that you are not left arguing on WhatsApp with a Vendor. The Vendor must accept a validated Track A return and must honour a validated Track B exchange in accordance with the Vendor Agreement. If a Vendor refuses, Parivan may refund you and recover from the Vendor (including by payout hold and set-off). You agree that Parivan’s decision on classification (Track A or B), subject to the Grievance Officer and to mandatory law, is the decision that the Vendor must follow.

13. REFUNDS — METHOD AND TIMING

· Paid to the customer who placed the order.

· Prepaid: original method where the provider allows; otherwise verified bank/wallet.

· COD: verified bank or mobile wallet only. We will ask for proof of account ownership. We will never send a refund to a third-party account.

· Typical timeline: 7–14 business days after validation (and inspection of the return, where collected).

· No cash refund to the rider.

· No obligation to issue store credit, except as an option we may offer.

14. CANCELLATION BEFORE DISPATCH

You may request cancellation before the Vendor has dispatched. Once the item is packed or with the rider, cancellation may not be possible and the delivery/refusal rules apply. We may cancel before dispatch for error, fraud, or inability to verify you. No charge arises if nothing was prepaid.

DOCUMENT CONTROL

This document is issued by the operator of the Parivan Platform for use in Nepal only. It should be read with the other Parivan legal documents in force at the time of the relevant order or onboarding. If there is a conflict between a promotional statement and this document, this document prevails. If there is a conflict between this document and a mandatory provision of Nepalese law, the mandatory provision prevails.

This pack is prepared as a working legal draft aligned with the Electronic Commerce Act, 2081 (2025), the Consumer Protection Act, 2075 (2018), the Individual Privacy Act, 2075 (2018), the Electronic Transactions Act, 2063 (2008), and the Companies Act, 2063 (2006), as commonly applied to a Nepal-only intermediary marketplace. It is not a substitute for a licensed Nepalese advocate’s final review, stamping (where required), or company-board adoption.