Legal

Return & refund policy

This policy explains when you can cancel or return an order, and how Outfiqe refunds you.

Last reviewed: [NEEDS INPUT: effective date]

Working draft. This document is pending a formal review and is not yet legally binding. Bracketed items marked NEEDS INPUT require confirmed company details before publication.

Cancelling an order

You can cancel your order free of charge before it ships. Open the order in Your orders. If you see Cancel items, you can cancel some pieces or the whole order while the brand still has them. If you don't see it, or your items have already left the brand, please raise a support request and we'll help.

When we refund you automatically

You don't need to ask for a refund when:

  • you cancel pieces from your order;
  • a brand can't supply an item you ordered;
  • a piece fails our quality check at the hub;
  • the delivery partner loses or damages your parcel. In this case, the delivery and handling fees are refunded too.

Your order page lists every refund, the reason for it, and how the money is coming back to you.

Returns after delivery

If an item arrives damaged, faulty, wrong or missing, please raise a support request within 7 days of delivery, with your order number and photos. We'll arrange a replacement or a full refund at no cost to you.

  • Change of mind: [NEEDS INPUT: whether change-of-mind returns are accepted, the condition items must be in (unworn, tags attached), any items that can't be returned, and who pays for return delivery.]
  • Thrift pieces are secondhand. Their condition is described on the product page, and you confirm it before buying.

How refunds are paid

  • Khalti: the money goes straight back to your Khalti account.
  • Cash on delivery: if you haven't paid yet, the refunded amount is simply taken off what you pay the rider.
  • eSewa and other cases: we'll ask you to add a refund account (eSewa, Khalti or bank) on your order page, by email and in your notifications. Once you add it, our team sends the money and lets you know.
  • Processing time: [NEEDS INPUT: expected number of days once a refund is approved.]

Items sold by brands

Products are sold by independent brands, but Outfiqe handles cancellations, returns and refunds for you. You don't need to contact the brand directly.

Your legal rights

This policy does not affect any rights you have under consumer protection law in Nepal. [NEEDS INPUT: confirm consumer-law references.]