Return & Refund Policy
Last updated: 27 October 2026
We want your order to arrive correctly and in good condition. Contact us if something is wrong so we can help.
Before your order is confirmed
Submitting a basket through WhatsApp is an order request. Availability, delivery charges, delivery timing, payment and the final total are confirmed with you before the order is finalised. To change or cancel a request, contact us as soon as possible. If an order is already prepared or dispatched, we will explain the available options.
Damaged, incorrect or quality concerns
If you receive the wrong product, missing items, damaged packaging, an expired product or food with a quality concern, contact us promptly. Share your order message or receipt, delivery date, product and batch details, and photographs where available. Please retain the packaging while we review the issue. Do not consume food if you suspect it is unsafe.
We will review the issue with you and arrange the appropriate replacement, refund or other remedy. Where we supplied an incorrect or defective item, we will arrange any necessary return or collection without adding a return charge for that issue.
Other return requests
Contact us before sending any food back. Keep the product sealed, unused, within its stated shelf life and stored as directed, and retain your receipt or proof of purchase. Eligibility depends on the condition and nature of the food and applicable consumer law. An opened seal or change of mind does not remove your rights concerning defective or unsafe goods.
We honour return and exchange rights required by Nepal’s applicable consumer law. This policy does not restrict those rights or replace any statutory time limit. We will explain the applicable return process when you contact us.
Refunds and replacements
For an accepted refund, we will confirm the amount, payment method and expected processing time with you. For COD purchases, a refund method will be agreed directly. For an accepted replacement, we will confirm availability and delivery arrangements. Do not send us banking passwords, OTPs or payment PINs.
How to reach us
Contact WhatsApp +977 974-4433081 or srivafoods@gmail.com. Our address is सृभा फुड्स (Sriva Foods), Lalitpur, Godawari Ward No. 3, Nepal. Please wait for return or collection instructions before posting a product.