Last Updated: August 10, 2026
This Refund and Return Policy explains the conditions under which customers may request a return, replacement, cancellation, or refund for products purchased through Kinmel Thalo.
Kinmel Thalo is operated by Sworna Cooperative Pvt. Ltd. and provides a marketplace connecting customers with farmers, agricultural producers, homemade product producers, local businesses, and other sellers across Nepal.
Because products sold through Kinmel Thalo may include fresh agricultural, homemade, food, handmade, and other locally produced products, return and refund eligibility may vary depending on the type and condition of the product.
We aim to ensure that customers receive the products they ordered in acceptable condition and as reasonably described by the seller.
A customer may be eligible for a refund or replacement if:
Refunds are subject to review and verification.
Kinmel Thalo may offer fresh and perishable products such as vegetables, fruits, dairy products, grains, meat, eggs, homemade food, or other agricultural products.
Because these products can naturally change in quality after harvesting, preparation, packaging, or delivery, they may have limited return eligibility.
For fresh or perishable products, customers should report a significant problem as soon as possible after delivery, preferably within 24 hours.
Examples of potentially eligible issues include:
Customers may be required to provide photographs or videos showing the issue.
Minor differences in size, shape, color, texture, or appearance that are normal for natural agricultural products may not qualify for a refund.
Homemade and food products may have limited return eligibility due to their nature.
A refund or replacement may be considered if:
Customers should contact Kinmel Thalo as soon as possible after receiving the product.
For food and other perishable products, customers should not consume a product if they believe there is a serious safety or quality concern.
For eligible non-perishable products, a return or refund may be considered when:
Where a return is approved, the product may need to be returned in its original condition and packaging unless Kinmel Thalo provides different instructions.
Due to their nature, certain products may not be eligible for return or refund except where the product is defective, damaged, incorrect, unsafe, or otherwise covered by applicable law.
These may include:
Any applicable product-specific return conditions may be displayed on the product page or during checkout.
If you receive a product that is different from what you ordered, please contact Kinmel Thalo as soon as possible.
Depending on availability, we may:
The appropriate resolution will depend on the circumstances and product availability.
Customers should inspect their order when it is delivered where reasonably possible.
If a product is damaged, customers should provide:
Additional information may be requested when necessary to investigate the issue.
If an order contains fewer products than were purchased, customers should report the missing item as soon as possible.
After verification, Kinmel Thalo may provide:
Customers may request cancellation before an order has reached a stage where cancellation is no longer reasonably possible.
Cancellation may not be possible after:
Fresh and made-to-order products may have stricter cancellation conditions.
A seller may cancel an order when, for example:
If a prepaid order is cancelled and the customer is entitled to a refund, the applicable amount will be refunded according to this policy and the payment method used.
Once a refund request is received, Kinmel Thalo may review the order and the reason for the request.
The review may include:
After the review, Kinmel Thalo will determine the appropriate resolution based on the circumstances, applicable policies, and applicable law.
Depending on the circumstances, an approved refund may be:
The full eligible product or order amount may be refunded where the entire order or product qualifies for a refund.
A partial refund may be provided where only part of an order is affected.
For example, if one product in a multi-product order is damaged or missing, the refund may be limited to that product.
Where available, Kinmel Thalo or the seller may offer a replacement instead of a monetary refund.
Customers may be informed of the available options before the resolution is completed.
Refunds will generally be processed using the original payment method where reasonably possible.
Depending on the payment method and circumstances, refunds may be processed through:
Cash refunds may be subject to operational limitations.
After a refund is approved, the time required for the amount to reach the customer may depend on the payment method and the relevant financial institution or payment service provider.
Kinmel Thalo will initiate the refund within a reasonable processing period after approval.
The actual time taken for the money to appear in the customer's account may be outside Kinmel Thalo's control.
Whether delivery charges are refundable depends on the reason for the refund.
Where an incorrect, damaged, missing, or materially defective product is confirmed to be the responsibility of the seller or delivery process, applicable delivery charges may also be considered for refund.
Where a customer changes their mind or is unavailable to receive an order, delivery charges may not be refundable.
Customers are responsible for being reasonably available to receive their orders or providing appropriate delivery instructions.
A refund may not be available where an order cannot be delivered because:
Additional delivery charges may apply if another delivery attempt is requested.
A customer may not automatically be entitled to a refund simply because they changed their mind after purchasing a product.
Return eligibility depends on the type of product and its condition.
Fresh, perishable, customized, opened, or prepared products may generally not be returnable solely because of a change of mind.
To process a refund request, Kinmel Thalo may request reasonable evidence.
This may include:
For fresh or damaged products, photographs taken shortly after delivery may help us evaluate the claim.
Customers should not intentionally damage, alter, consume, dispose of, or otherwise modify a product before reporting an issue when doing so could prevent reasonable verification.
Kinmel Thalo reserves the right to investigate refund claims.
Refund requests may be rejected where there is evidence of:
Accounts involved in repeated or serious abuse may be restricted or suspended.
Sellers are responsible for:
Where a seller is responsible for a verified issue, Kinmel Thalo may take appropriate action under its seller policies and marketplace agreements.
Where a product is damaged, lost, or otherwise affected during delivery, Kinmel Thalo may investigate the circumstances with the relevant delivery partner.
The final resolution will depend on the circumstances, available evidence, applicable agreements, and applicable law.
If money is successfully deducted from a customer's account but an order is not successfully created or confirmed due to a technical or payment issue, Kinmel Thalo may verify the transaction and arrange an appropriate refund where applicable.
Customers should retain their payment confirmation or transaction reference when reporting such issues.
If a customer is charged more than once for the same order due to a payment or technical error, Kinmel Thalo may verify the duplicate transaction and process an appropriate refund.
Customers may be asked to provide transaction references or payment confirmation.
If a customer disagrees with a refund decision, they may contact Kinmel Thalo customer support and provide additional information or evidence for review.
Kinmel Thalo will make reasonable efforts to review legitimate disputes fairly.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable laws of Nepal.
Kinmel Thalo may update this Refund and Return Policy from time to time.
Any updated version will be published on the website or application with a revised "Last Updated" date.
Customers should review the policy before making purchases where necessary.
For refund, return, replacement, cancellation, or order-related issues, please contact Kinmel Thalo through the contact information available on our website or mobile application.
Please provide your:
Kinmel Thalo
Operated by Sworna Cooperative Pvt. Ltd.
Nepal
Kinmel Thalo aims to provide a fair and transparent marketplace for customers and local sellers. We encourage customers to report genuine product or order problems promptly so that we can work with the relevant seller or delivery partner to find an appropriate solution.
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