1. Introduction

Welcome to Riwan Mart (https://riwanmart.com). As a Nepal-based e-commerce business specializing in authentic branded cosmetics, skincare, and lifestyle products, we are committed to being transparent about how we handle your personal information.

The purpose of this Privacy Policy is to explain what personal information Riwan Mart may collect, how and why we use it, how it may be shared with service providers, and the choices and rights you have regarding your information. This policy is written to be easily understandable for our online shoppers in Nepal.

2. Information We Collect

Based on the normal operation of our e-commerce website, Riwan Mart may collect information provided by customers when they create an account, place an order, contact customer support, submit a contact form, subscribe to communications (if available), or communicate with us through our website or official social media channels.

Personal Information

• Full name
• Email address
• Phone number
• Billing address
• Shipping/delivery address
• Municipality/city and District
• Landmark or specific delivery instructions

Order Information

• Products purchased
• Order number and history
• Order status and delivery information
• Return, refund, and product claim information

Customer Communication

• Messages sent to our customer support team
• Information submitted through contact forms
• Information provided when reporting damaged, wrong, or potentially counterfeit products

3. How We Use Your Information

Riwan Mart may use your personal information to:

1. Process and fulfill your orders.
2. Arrange delivery of your purchased products.
3. Confirm your orders and provide updates.
4. Contact you regarding your order status.
5. Provide general customer support.
6. Handle returns, refunds, and product claims.
7. Investigate potential counterfeit-product claims to ensure authenticity.
8. Prevent fraudulent, fake, or abusive orders.
9. Verify Cash on Delivery (COD) orders.
10. Communicate important service or policy information.
11. Improve our website functionality and your overall customer experience.
12. Maintain website security.
13. Comply with applicable legal obligations.

4. How Information May Be Shared

Riwan Mart does not sell your personal information. We may share relevant information only when reasonably necessary for the following purposes:

Delivery Partners

To deliver your order safely, we share necessary details (such as your name, phone number, delivery address, and delivery instructions) with our delivery and logistics partners.

Payment Providers

If you choose to pay via third-party payment service providers (such as eSewa or Khalti), relevant information will be processed by them to securely complete your transaction.

Other Service Providers

We may use third-party service providers that help operate our website, including website hosting providers, security services, email services, and technical maintenance services. These providers handle information only as needed to perform their functions.

We may also share information if required by law or to protect against fraud and security threats.

5. Cookies & Technical Information

Our website may use cookies or similar technologies to keep the website functioning, remember your preferences, maintain your shopping cart, understand website usage, and improve overall performance.

The specific cookies and technologies used may vary as our website features and services change. You can generally manage or disable cookies through your personal web browser settings, though this may affect how our website functions for you.

6. Payment Information & Cash On Delivery (COD)

Riwan Mart may offer payment options including eSewa, Khalti, and Cash on Delivery (COD).

For Cash on Delivery: We collect the information necessary to process and verify your order. For new customers, Riwan Mart may require an NPR 200 advance payment to confirm the order, with the remaining amount paid by COD. This NPR 200 is part of your total order amount, not an extra fee. After successfully completing 2 orders, customers may become eligible for 100% COD on future orders. This system helps us reduce fake or fraudulent COD orders.

7. Account Information & Marketing

If you create an account with us, we may store the information necessary to manage your account and order history. If marketing communications are offered, we may communicate with you about your orders, returns, and support. Customers can opt out of promotional marketing communications where applicable.

8. Data Security

We take reasonable administrative and technical measures to protect your personal information from unauthorized access, misuse, alteration, or disclosure. This includes access controls, secure website practices, and utilizing trusted service providers. However, please understand that no online system can guarantee absolute security.

9. How Long We Keep Information

Riwan Mart retains personal information for as long as reasonably necessary for the purposes described in this Privacy Policy. This includes the time needed for order fulfillment, providing ongoing customer support, resolving disputes, and meeting legal or accounting requirements.

10. Your Rights and Choices

You may contact Riwan Mart regarding your personal information. Where permitted by applicable law, you may request access to the personal information we hold about you, request the correction of inaccurate information, inquire about how your data is used, withdraw certain communication preferences, or request deletion of your data (provided it is not required to be retained for legal, accounting, fraud-prevention, or legitimate business reasons).

11. Third-Party Websites & Social Media

Riwan Mart may link to third-party websites or services (like payment gateways) and maintains official accounts on social media platforms such as Facebook, Instagram, and TikTok. Riwan Mart is not responsible for the privacy practices of these third-party platforms. Interactions with third-party platforms are governed by their own privacy policies.

12. International Data Transfers

Some third-party service providers may process information using systems located outside Nepal. Where applicable, Riwan Mart will take reasonable steps to use appropriate service providers and handle information in accordance with applicable requirements.

13. Children's Privacy

Our website is intended for general customers. Riwan Mart does not knowingly seek to collect personal information from children in circumstances where parental consent is required.

14. Policy Updates

Riwan Mart may update this Privacy Policy when our website features, services, business practices, or legal and regulatory requirements change. When appropriate, the updated version will be published directly on this page.