Refund Policy

Zipa Online Shopping
Email: info@zipaa.app
Address: Kathmandu, Nepal
Phone: +977 986-2349049
Effective Date: January 1, 2026

1. Introduction

At Zipa Online Shopping, we are committed to ensuring your satisfaction with every purchase. We understand that sometimes products may not meet your expectations, and we want to make the return and refund process as simple and transparent as possible.

This Refund Policy outlines the terms and conditions for returns, refunds, and exchanges on our Platform. Please read this policy carefully before making a purchase.

Our Commitment: We strive to resolve all refund requests fairly and promptly while maintaining the quality standards of our marketplace.

2. Return Eligibility

2.1 Eligible Returns

You may return products purchased through Zipa if:

Quality Issues:

Product is defective or damaged upon delivery
Product has manufacturing defects
Product is materially different from the description
Product is torn, stained, or shows signs of wear (not mentioned in listing)

Wrong Product:

You received the wrong item
You received the wrong size or color
Product is missing parts or accessories that were promised

Dissatisfaction:

Product quality does not meet your expectations
Product does not fit as expected
You are simply unsatisfied with the product

2.2 Return Time Frame

Standard Return Period:

Returns must be requested within 7 days of delivery
The return window begins from the date of successful delivery
Late return requests may be considered on a case-by-case basis for exceptional circumstances

How to Check Your Return Deadline:

Go to your Order History in the app
Select the order you wish to return
The return deadline will be displayed with the order details

2.3 Product Condition Requirements

To be eligible for a refund, returned products must:

Be in original condition with all tags attached
Include original packaging, boxes, and materials
Be unwashed, unworn, and unused (except for trying on)
Include all accessories, manuals, and components
Not be damaged due to misuse or negligence

Note: We understand you may need to try on fashion items. Slight signs of trying on are acceptable, but products showing signs of use will not be accepted.

3. Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot be returned:

3.1 Hygiene-Sensitive Products

Intimate apparel, undergarments, and lingerie
Swimwear and beachwear
Socks and hosiery
Beauty and cosmetic products (once opened)

3.2 Customized Products

Personalized or custom-made items
Products altered or tailored to your specifications
Made-to-order items

3.3 Special Categories

Items marked as "Final Sale" or "Non-Returnable" at the time of purchase
Products with tampered or removed security tags
Gift cards or vouchers
Downloadable digital products (if applicable)

3.4 Damaged by Customer

Products damaged due to misuse, negligence, or accidents
Products washed, altered, or modified after delivery
Products with missing tags or labels (removed by customer)

Important: Product listings will clearly indicate if an item is non-returnable. Please review product details carefully before purchasing.

4. Return Process

We've made the return process simple and convenient:

4.1 Step-by-Step Return Process

Step 1: Initiate Return Request

Open the Zipa app and go to "Order History"
Select the order containing the item you wish to return
Tap "Request Return" button
Select the reason for return from the dropdown menu
Provide detailed explanation (optional but helpful)
Upload photos of the product if there's a quality issue

Step 2: Return Request Review

Our team will review your request within 24-48 hours
You will receive a notification with the approval status
If approved, you'll receive return instructions
If denied, we'll explain the reason and offer alternatives

Step 3: Return Authorization Once your return is approved:

You'll receive a Return Authorization Number (RAN)
Return pickup will be scheduled at your convenience
Our delivery partner will collect the product from your address
Package the product securely with all original materials

Step 4: Product Inspection

Once we receive the returned product, our team will inspect it
Inspection typically takes 2-3 business days
We verify the product condition matches the return request
You'll be notified of the inspection results

Step 5: Refund Processing

If approved after inspection, refund will be initiated
You'll receive confirmation via email and app notification
Refund timeline depends on your chosen refund method

4.2 Return Pickup

Free Return Pickup:

We arrange free pickup for eligible returns
Schedule a convenient pickup time slot
Ensure someone is available to hand over the package
Our delivery partner will collect the item from your address

Packaging Instructions:

Use the original packaging if available
Seal the package securely
Include the Return Authorization Number (RAN) inside
Keep all tags, labels, and accessories intact

Failed Pickup: If pickup fails due to:

Unavailability at scheduled time
Incorrect address
Refusal to hand over package

You'll need to reschedule, which may delay your refund processing.

5. Refund Methods

Since Zipa only accepts Cash on Delivery (COD) payments, refunds are processed through the following methods:

5.1 Bank Transfer (Recommended)

Process:

Provide your bank account details when initiating return
Include: Account holder name, account number, bank name, and branch
Refund will be transferred directly to your bank account
Most secure and fastest method

Timeline:

Refund initiated within 1-2 business days after approval
Amount reflects in your account within 3-7 business days
Timing depends on your bank's processing time

5.2 Mobile Wallet Transfer

Supported Wallets:

eSewa
Khalti
IME Pay
ConnectIPS

Process:

Provide your mobile wallet number and name
Verify your account details
Refund will be credited to your wallet

Timeline:

Refund initiated within 1-2 business days after approval
Amount reflects in your wallet within 1-3 business days

5.3 Store Credit

Alternative Option:

Receive refund as Zipa store credit
Can be used for future purchases on the Platform
Instant credit after refund approval
No expiration date
Provides faster refund processing

Benefits:

Immediate availability (no waiting for bank transfer)
Additional 5% bonus credit (optional promotional offer)
Can be combined with other offers

5.4 Cash Refund

Limited Availability:

Available only in Kathmandu Valley
Must be collected in person from our office
Requires valid ID and order confirmation
Available Monday-Friday, 10 AM - 5 PM

Process:

Contact customer support to arrange cash pickup
Bring government-issued ID and order details
Collect refund at our office

6. Refund Amount and Deductions

6.1 Full Refund

You are eligible for a full refund if:

Product is defective or damaged
Wrong product was delivered
Product is materially different from description
Quality issue is confirmed during inspection

Full refund includes:

Complete product price
Original delivery charges (if product is defective/wrong)

6.2 Partial Refund

You may receive a partial refund if:

Product shows minor signs of use beyond trying on
Original packaging is damaged but product is intact
Some accessories are missing (deduction based on value)
Product condition is acceptable but not perfect

Deduction Amount:

Determined on case-by-case basis
Typically 10-30% of product value
You'll be notified before final refund processing
You can choose to reject partial refund and keep the product

6.3 Delivery Charges

Refund of Delivery Charges:

Refunded: If product is defective, damaged, or wrong item
Not Refunded: If return is due to personal preference or dissatisfaction
Partial Refund: In case of partial order returns

Return Shipping:

Return pickup is free for all eligible returns
We cover all return shipping costs

6.4 No Refund Scenarios

Refund will be denied if:

Return request is made after the 7-day period
Product is from the non-returnable category
Product is damaged due to customer misuse
Product tags or labels have been removed
Product shows clear signs of use or washing
Product fails quality inspection
Fraudulent return attempt is detected

7. Refund Timeline

7.1 Complete Process Timeline

Total Expected Time: 7-14 Business Days

Here's a breakdown:

Stage	Timeline	Details
Return Request Submission	Day 0	Submit return request through app
Request Review	1-2 days	Our team reviews and approves/denies
Return Pickup	1-3 days	Schedule and collect product
Product Inspection	2-3 days	Quality check at our facility
Refund Approval	1 day	Final decision and processing
Refund Transfer	3-7 days	Bank transfer processing time

7.2 Faster Refund Options

Store Credit:

Instant credit after inspection approval
Skip bank transfer waiting time
Best for frequent shoppers

Mobile Wallet:

Faster than bank transfer
1-3 days processing time
Convenient for quick access

7.3 Delays and Extensions

Refund processing may be delayed due to:

Bank holidays and weekends
Incomplete or incorrect bank details provided
Additional verification required
High volume of return requests during sale periods
Delivery partner delays in pickup
Failed inspection (requires re-inspection)

We will keep you informed via app notifications and email at every stage of the process.

8. Exchanges

8.1 Exchange Policy

Currently, we do not offer direct product exchanges.

Alternative Process:

Return the original product following our return process
Receive your refund
Place a new order for the desired product/size/color

Why No Direct Exchange:

Ensures availability of desired product
Faster processing than coordinating exchanges
More flexibility in choosing alternatives
Transparent pricing (no hidden exchange fees)

8.2 Size/Color Exchange

If you need a different size or color:

Check product availability before initiating return
Some sellers may offer direct exchange (contact seller via chat)
We recommend placing a new order early to secure stock
Use store credit option for faster re-purchase

8.3 Future Exchange Feature

We are working on implementing a direct exchange feature for:

Size changes
Color variations
Same product from different sellers

Stay updated through app notifications for this upcoming feature.

9. Cancellations vs. Returns

It's important to understand the difference:

9.1 Order Cancellation

Before Seller Confirmation:

You can cancel orders free of charge before seller confirms
Full refund (no deduction)
Instant cancellation
No product shipped

Process:

Go to Order History → Select Order → Cancel Order
Refund processed within 1-2 business days

9.2 Returns

After Delivery:

Return process applies once product is delivered
Requires product inspection
Return pickup required
Takes 7-14 days for complete process

Which Should You Choose?

Cancellation: If you change your mind before shipping
Return: After receiving and inspecting the product

10. Special Circumstances

10.1 Damaged During Delivery

If product arrives damaged:

Do not accept the delivery if possible
Inform delivery personnel immediately
Take photos of the damaged package
Contact customer support within 24 hours
We'll arrange replacement or full refund

Instant Resolution:

No need to return product in some cases
Photographic evidence required
Full refund including delivery charges

10.2 Missing Items in Package

If items are missing:

Check the package thoroughly before accepting
Verify with delivery personnel
Report missing items within 24 hours
Provide order details and photos

Resolution:

Seller will be contacted immediately
Missing items shipped separately, or
Partial refund for missing items

10.3 Wrong Product Delivered

If you receive wrong product:

Do not remove tags or packaging
Contact customer support immediately
Provide photos of received product
Return pickup will be prioritized

Fast-Track Processing:

Expedited return pickup (within 24 hours)
Full refund including delivery charges
Option for correct product to be shipped

10.4 Defective Product

Manufacturing defects:

Document the defect with photos/videos
Submit return request with evidence
Quality team will review
Full refund guaranteed if defect is confirmed

Seller Responsibility:

Sellers are responsible for product quality
Sellers may face penalties for repeated quality issues
Your feedback helps maintain platform quality

11. Refund Disputes

11.1 If Your Return is Denied

Reasons for Denial:

Product condition does not meet return criteria
Return requested after 7-day period
Product is non-returnable category
Evidence of customer damage

What You Can Do:

Review the denial reason provided
Provide additional evidence or explanation
Request manual review by supervisor
Escalate to management if needed

Contact: info@zipaa.app with "Refund Dispute" in subject line

11.2 Dispute Resolution Process

Step 1: Initial Review

Submit dispute with additional information
Provide photos, videos, or documentation
Explain why you believe refund should be approved

Step 2: Management Review

Senior team member reviews your case
May request additional information
Decision within 3-5 business days

Step 3: Final Decision

You'll receive detailed explanation
If approved, refund processed immediately
If denied, alternative solutions may be offered

11.3 Mediation

For Complex Disputes:

We offer mediation between buyer and seller
Neutral third-party review (if needed)
Fair assessment of situation
Mutually acceptable resolution

12. Seller Responsibilities

12.1 Seller Return Obligations

Sellers on Zipa platform must:

Accept valid return requests
Maintain product quality standards
Provide accurate product descriptions
Process returns within specified timelines
Comply with Zipa's refund policy

12.2 Seller Penalties

Sellers may face penalties for:

Refusing valid returns
Repeated quality issues
Misleading product descriptions
Not responding to return requests
Violating refund policy terms

Penalties Include:

Warning notices
Account suspension
Permanent removal from platform
Financial penalties

12.3 Your Protection

Zipa Guarantee:

We mediate all return disputes
Platform pays refund first, settles with seller later
You are not caught between buyer-seller disputes
Your refund is guaranteed for valid returns

13. Tips for Successful Returns

13.1 Before Purchasing

Read product descriptions carefully
Check size charts and measurements
View all product images and videos
Chat with seller if you have questions
Understand return eligibility for the product
Check if item is marked "Non-Returnable"

13.2 Upon Delivery

Inspect product immediately upon delivery
Check for defects, damages, or wrong items
Try on fashion items carefully (keep tags attached)
Keep all packaging materials
Take photos if there are issues

13.3 When Returning

Initiate return as soon as possible (within 7 days)
Provide clear reason and photos
Keep all tags, labels, and packaging
Package securely for return pickup
Be available for scheduled pickup
Save Return Authorization Number

13.4 Documentation

Keep Records Of:

Order confirmation emails
Product photos upon delivery
Return request confirmation
Communication with customer support
Return Authorization Number
Tracking information

14. Frequently Asked Questions (FAQs)

Q1: How long do I have to return a product?

A: You have 7 days from delivery date to request a return. Returns must be initiated within this period.

Q2: Do I have to pay for return shipping?

A: No, return pickup is completely free for all eligible returns. We arrange and cover all return shipping costs.

Q3: When will I receive my refund?

A: Complete process takes 7-14 business days. Bank transfer: 3-7 days after approval. Store credit: Instant after approval.

Q4: Can I return products bought during sales?

A: Yes, unless specifically marked as "Final Sale" or "Non-Returnable." Sale items follow the same return policy.

Q5: What if the product is damaged during return shipping?

A: Products collected by our delivery partner are insured. Any damage during return transit is not your responsibility.

Q6: Can I exchange products instead of returning?

A: We currently don't offer direct exchanges. Please return the product and place a new order for desired item.

Q7: What if I lost the product tags?

A: Products without original tags may not be accepted for return. Keep all tags attached until you're sure you want to keep the product.

Q8: Can I return multiple items from one order?

A: Yes, you can return one or more items from an order. Each item will be evaluated separately.

Q9: What if I'm outside the return window?

A: Contact customer support. While we can't guarantee acceptance, we may consider exceptions for exceptional circumstances.

Q10: How do I track my return status?

A: Go to Order History → Select Order → View Return Status. You'll also receive notifications at each stage.

15. Customer Support

15.1 Contact Information

For return and refund inquiries:

Email: info@zipaa.app
Phone: +977 986-2349049
Address: Kathmandu, Nepal

Support Hours:
Sunday - Friday: 10:00 AM - 6:00 PM (Nepal Time)

15.2 How to Reach Us

For Return Requests:

Use the in-app return feature (fastest)
Email with order number in subject line

For Refund Status:

Check Order History in app
Email with Return Authorization Number

For Disputes:

Email with "Refund Dispute" in subject line
Include order number and detailed explanation

15.3 Response Time

Return Requests: Reviewed within 24-48 hours
General Inquiries: Response within 24 hours
Urgent Issues: Priority response within 12 hours
Disputes: Resolution within 3-5 business days

16. Policy Updates

16.1 Changes to Refund Policy

We may update this Refund Policy to:

Improve customer experience
Comply with legal requirements
Adapt to business changes
Add new refund methods or features

16.2 Notification

You will be notified of changes via:

Email notification
In-app announcement
Prominent notice on Platform

Material changes will require your acknowledgment.

16.3 Effective Date

Policy changes take effect on the date specified in the updated version. Orders placed before changes are governed by the policy in effect at time of purchase.

17. Legal Terms

17.1 Governing Law

This Refund Policy is governed by the laws of Nepal. Any disputes shall be subject to the jurisdiction of courts in Kathmandu, Nepal.

17.2 Limitation of Liability

Zipa's liability for refunds is limited to the actual purchase price paid for the product. We are not liable for:

Consequential or incidental damages
Lost profits or business opportunities
Personal injury or property damage from product use
Delays beyond our reasonable control

17.3 Severability

If any provision of this Refund Policy is found invalid or unenforceable, the remaining provisions continue in full effect.

17.4 Entire Agreement

This Refund Policy, together with our Terms and Conditions and Privacy Policy, constitutes the complete agreement regarding returns and refunds.

18. Acknowledgment

By making a purchase on Zipa Online Shopping, you acknowledge that you have read, understood, and agree to this Refund Policy.

Last Updated: January 1, 2026

Quick Refund Summary

✅ Return Window: 7 days from delivery
✅ Return Shipping: Completely FREE
✅ Refund Timeline: 7-14 business days
✅ Refund Methods: Bank transfer, mobile wallet, store credit
✅ Full Refund: For defective, damaged, or wrong products
✅ Conditions: Product must be in original condition with tags
❌ Non-Returnable: Intimate apparel, customized items, final sale products

Questions? Contact us at info@zipaa.app or call +977 986-2349049

Thank you for choosing Zipa Online Shopping. Your satisfaction is our priority, and we're committed to making returns and refunds hassle-free.