⚖️ Returns, Refunds & Dispute Policy

Last Updated: August 2026
Compliant with Nepal E-Commerce Act 2081, Consumer Protection Act 2075 & Google Merchant Center Standards

At Gaubazar, we operate as an intermediary digital marketplace platform while also supporting platform-verified e-commerce orders. We provide the technology infrastructure that enables buyers and sellers across Nepal to connect, transact, and trade securely.

🛍️ 1. Retail & Merchant Center Return Policy (Direct & Platform Orders)

For all goods purchased directly through Gaubazar or verified merchant checkout listings, the following return and refund rules apply in full compliance with Google Merchant Center standards:

📅 Return Window

Customers may request a return within 14 calendar days from the date of item delivery.

📦 Item Condition & Eligibility

• Items must be unused, unwashed, and in original packaging with all original tags attached.
• Proof of purchase (order receipt or order ID) is required for processing.
• Perishable goods (e.g., fresh produce, food items) and personalized products are non-returnable.

🚚 Return Shipping Fees

• Defective, Damaged, or Incorrect Items: Gaubazar or the fulfilling merchant covers 100% of the return shipping costs. A prepaid downloadable or printable shipping label will be provided.
• Buyer’s Remorse (Change of Mind / Size Preference): The customer is responsible for paying the direct return shipping fee to our designated warehouse address.
• Restocking Fee: There is NPR 0 ($0) restocking fee charged on any returns.

💳 Refund Processing & Timeline

• Once the returned item is received and inspected, an email or SMS notification will be sent regarding approval.
• Approved refunds are credited back to the original payment method (eSewa, Khalti, Bank Transfer, or card) within 5-7 business days.

📩 How to Initiate an Order Return

To start a return, contact our support team at [email protected] or call +977 9812771487 with your order ID and photos of the item.

📌 2. Direct User-to-User Classified Transactions

For standard, non-checkout classified listings where buyers and sellers meet directly:

🔍 Direct Inspection Required

Buyers are strongly advised to meet in a safe public location and inspect items carefully before issuing payment. Verify physical condition, accessories, documents, warranty status, and functionality.

⚠️ User Transaction Liability

For direct face-to-face peer transactions where payment is handled outside Gaubazar's checkout system, sales are final between those parties unless otherwise agreed by the seller.

💳 3. Refunds for Gaubazar Premium Platform Services

This section applies to paid platform services including Featured Ads, Ad Boosts, Urgent Tags, and Promotional Packages:

✅ Technical Error Refund

If a paid promotional service fails due to a verified technical error on Gaubazar, users are entitled to:

• A full refund, or
• A free re-run of the purchased promotional service.

Approved service refunds are processed via the original payment method within 7-10 working days (Sunday to Friday, excluding Public Holidays).

❌ Policy Violation Removal

No refunds will be issued for paid services if a listing is removed for violating prohibited items rules, fraud prevention standards, or legal guidelines.

⚖️ 4. Dispute Mediation & Grievance Redressal

Gaubazar provides a structured Dispute Mediation Framework to support users in reporting suspected fraud, misrepresentation, or policy violations.

🚨 Report a Dispute

Users can report issues by clicking the "Report" button on any listing or emailing [email protected] within 48 hours of a transaction.

🧾 Grievance Handling & Timeline

All formal disputes are handled by our designated Grievance Redressal Officer in accordance with the E-Commerce Act 2081. Gaubazar acknowledges complaints promptly and provides formal resolutions within 15 working days.

🛡️ Account Enforcement & Compliance

Our Trust & Safety team reserves the right to suspend or ban fraudulent accounts and cooperate with legal authorities, including the Nepal Police Cyber Bureau, by providing timestamps, IP logs, and account records for lawful investigations.

🛡️ 5. Buyer Protection Checklist

• Never send advance payments via digital wallets or bank transfers to unverified private individuals prior to inspecting the item.
• Always inspect vehicles (check the Bluebook) and real estate (verify Lalpurja and ownership documents) before completing high-value deals.
• Meet in well-lit, public locations for face-to-face exchanges.

✅ Legal & Compliance Statement

Gaubazar operates in strict alignment with Nepal's E-Commerce Act 2081, Consumer Protection Act 2075, and global merchant publication standards.

Contact Us:
Address: Nayabazar, Near Falful Chowk, Kathmandu 44600, Nepal
Email: [email protected] | Phone: +977 9812771487 / +977 9843345555