Refund policy

Effective Date: 16/05/2026
Website: SastoDookan.com

At SastoDookan.com, we want our customers to have a smooth shopping experience. If there is an issue with your order, please review the following policy regarding returns, replacements, cancellations, and refunds.

1. Eligibility for Return or Replacement

You may request a return or replacement if:

  • You receive a wrong item
  • You receive a damaged item
  • You receive a defective item
  • You receive an incomplete order
  • The item is significantly different from what was ordered

To be eligible, the issue should be reported as soon as possible after delivery, ideally within 24 hours of receiving the order.

2. Conditions for Return

To qualify for return or replacement, the item should generally be:

  • Unused, unless the issue is defect/damage related
  • In original packaging where applicable
  • Returned with tags, labels, accessories, manuals, or bundled items if included
  • Supported by proof such as photos, videos, invoice, or order details when requested

We may decline returns if the product appears misused, intentionally damaged, or not in returnable condition.

3. Non-Returnable Items

Certain items may not be eligible for return or refund unless they were delivered damaged, defective, incorrect, or incomplete.

These may include, where applicable:

- perishable goods
- groceries and food items
- personal care or hygiene products
- opened or used consumable products
- items with broken seals
- products damaged after delivery due to customer handling
- any item marked as non-returnable on the product page

Eligibility for return may vary depending on product condition, category, and the nature of the issue reported.

4. Refunds

Refunds may be approved when:

  • A replacement is unavailable
  • The order cannot be fulfilled
  • A return has been accepted and verified
  • Payment was made for an item that cannot be delivered

Approved refunds may be processed to:

  • the original payment method, or
  • another agreed method depending on the payment mode and operational feasibility

Refund timing may vary depending on the payment provider, bank, wallet, or platform.

5. Replacement

Where possible, we may offer a replacement instead of a refund for:

  • damaged products
  • defective products
  • wrong items
  • missing items in an order

Replacement is subject to stock availability and serviceability.

6. Order Cancellation

Orders may be cancelled:

  • before dispatch, by customer request where possible
  • by us due to stock unavailability
  • due to pricing or listing error
  • due to failed verification
  • due to suspected fraud or misuse

If a prepaid order is cancelled by us and payment has already been received, the eligible refund will be processed.

7. Return Process

To request a return, replacement, or refund, contact us with:

  • Order number
  • Your name and phone number
  • Description of the issue
  • Photos or video if the product is damaged, defective, or incorrect

You may contact us at:

8. Inspection and Approval

Returned items may be inspected before a refund or replacement is approved. We reserve the right to reject a claim if the item does not meet the conditions of this policy.

9. Delivery Charges

Delivery charges may or may not be refundable depending on the reason for the return and the nature of the issue. If the return is due to our error, we will make reasonable efforts to handle it fairly.

10. Contact Us

For support regarding returns or refunds:

SastoDookan.com
Email: sastodookan@gmail.com
WhatsApp: +9779743926742
Address: Maharajgunj, Kathmandu -03, Nepal