Return and Refund Policy
PIQ - Your Satisfaction is Our Priority
At PIQ, we are committed to ensuring your satisfaction with every purchase and adhering to the consumer protection standards set forth by the E-commerce Act, and other applicable laws of Nepal. This policy outlines the conditions under which returns and refunds will be processed.
Grounds for Return (Non-Conformity)
In accordance with the E-commerce Act, you may request to return a product if, upon delivery, it does not conform to the details provided by PIQ on the platform at the time of purchase. This includes, but is not limited to, instances where the product is:
- 1 Delivered with missing accessories or parts as described.
- 2 Defective or damaged upon arrival (not due to misuse by the customer).
- 3 An incorrect item (different from what was ordered).
- 4 An incomplete product delivery (e.g., part of a set is missing).
- 5 Significantly different from the description, image, or specifications displayed on the platform.
Notification of Non-Conformity
Important Notice
Customers are strongly advised to inspect products thoroughly upon delivery. Please notify PIQ promptly upon discovery of any of the above-mentioned issues, ideally on the day of delivery, by contacting our Customer Service. Timely notification helps us to address your concern efficiently.
Conditions for Return Acceptance
For a return to be accepted, the product must be:
Unused and Undamaged
The product must not have been used, altered, or damaged by the customer beyond the initial inspection necessary to ascertain its conformity.
Original Condition & Packaging
Returned with its original, undamaged product box, packaging materials, product tags (if any), and any protective seals intact (unless the non-conformity was only discoverable upon opening a seal).
Complete with Accessories
All included accessories, manuals, freebies, and bundled items must be returned.
Proof of Purchase
The original VAT/PAN bill issued by PIQ must be provided.
Warranty Card (if applicable)
The original, unfilled warranty card (if provided with the product) must be returned.
Refund Process & Timelines
Return Approval & Quality Check
Once a return request is initiated and the product is received by PIQ, it will undergo a quality check to verify the reason for return and the condition of the product.
Refund Initiation
If your return is approved, PIQ will initiate the refund process.
NOTE
Please provide your order number and a clear reason for the return, along with any supporting evidence (e.g., photos of damage or incorrect item).