Returns & Refunds Policy

Last updated: 2026-08-20

At Aujar Pvt. Ltd. (“Aujar”, “AujarMart”, “we”, “our”, or “us”), we aim to provide quality products and a transparent shopping experience. This Returns & Refunds Policy explains how returns, exchanges, and refunds will be handled.

Please note that our online store and physical retail operations are currently being developed. This policy outlines our general approach and may be updated as services expand.

1. General Policy

We understand that issues can arise with products. Where applicable, returns or refunds may be considered under the conditions outlined below.

All return and refund requests will be reviewed on a case-by-case basis.

2. Eligibility for Returns

A product may be returned within 7 days of purchase if:

  • You’ve changed your mind and the item is unused, unopened, and in its original packaging
  • The item is defective or damaged
  • The wrong item was supplied
  • A Cash on Delivery parcel was refused or undeliverable and is returned by the courier

To be eligible, the product must be unused, in its original packaging with all manuals and accessories, and returned together with the original invoice.

3. Non-Returnable Items

Unless otherwise required by law, the following items are generally not eligible for return or refund:

  • Consumables (such as adhesives, sealants, tapes, lubricants, etc.)
  • Electrical or power tools that have been used or altered
  • Items damaged due to misuse, improper handling, or normal wear and tear
  • Clearance or discounted items marked as non-returnable

4. Return Process

The fastest way to start a return is through your account:

  1. Go to My Account → My Returns
  2. Select the order and item, choose a reason, and upload a photo if the item is damaged or incorrect
  3. We’ll confirm receipt of your request and provide instructions for sending the item back

No account, or need help another way? Email us at support@aujarmart.com with your name, order details, reason for return, and a copy of your invoice.

Please note: refunds, credit notes, or exchanges are issued after we physically receive and inspect the returned item — not at the time the request is submitted.

5. Refunds

Once your returned item passes inspection, we’ll process your refund as follows:

  • Refunds will be processed using the original payment method where possible
    • COD purchases will be refunded to a valid Nepali Bank Account (Financial Institution) information provided by the customer
  • Processing time may vary depending on the payment provider or method used
  • Shipping or handling charges may not be refundable unless the issue was caused by us

6. Exchanges

Where applicable, we may offer an exchange instead of a refund, subject to product availability.

7. Shipping Costs

Unless otherwise stated:

  • Return shipping costs are the responsibility of the customer
  • If the return is due to an error on our part, we may cover return shipping costs

8. Future Online Store Updates

As Aujar expands into full e-commerce operations, this Returns & Refunds Policy may be updated to reflect clearer timelines, eligibility criteria, and payment processes. Any updates will be published on this page.

9. Contact Us

If you have questions regarding returns or refunds, please contact us:

Email: info@aujarmart.com
Location: Kathmandu, Nepal

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