Return & Refund Policy
We want you to shop with confidence. This policy explains when you can contact Riwan Mart about a damaged, incorrect, or confirmed counterfeit product.
Damaged Product
Report within 24 hours
Wrong Product
Report within 24 hours
Authenticity
Investigation required
Confirmed Counterfeit
2× price compensation
Change of Mind
Returns not accepted
Our Return Policy
At Riwan Mart, we strive to provide our customers with high-quality, authentic beauty products, skincare, and personal care items. We understand that issues occasionally occur during transit or fulfillment.
Our policy is designed to protect customers who receive damaged goods, incorrect items, or face authenticity issues, while maintaining strict hygiene standards for our beauty and lifestyle products.
Claims are reviewed individually to verify the facts: what happened, whether the product was damaged or incorrect, and whether the issue originated from Riwan Mart or another cause.
Products That Cannot Be Returned
Because many of our products are cosmetics, skincare, and personal-care items, we do not accept ordinary change-of-mind returns.
We do not accept returns if:
- The customer changed their mind.
- The customer does not like the product.
- The customer does not like the smell or texture.
- The customer does not like the color/appearance after receiving it.
- The customer ordered the wrong product by mistake.
- The customer simply no longer wants the product.
We politely encourage customers to check product descriptions, ingredients, and suitability before purchasing.
When You Can Make A Claim
If you experience any of the following issues, you must contact us within 24 HOURS of receiving your order.
Damaged Product
If your product arrives damaged, please contact Riwan Mart immediately.
Required Evidence:
- Clear photos/videos of the damaged product.
- Clear photos/videos of BOTH the external and internal packaging.
- A detailed explanation of the damage.
Important: Please keep the original packaging until the investigation is completed. We will review your claim, and if the damage is confirmed and eligible under our policy, we will provide an appropriate resolution. We do not provide automatic refunds before an investigation.
Wrong Product Received
If you receive a product different from what you ordered, contact us immediately.
Required Evidence:
- Clear photos/videos of the received product.
- An explanation of the problem (e.g., ordered item X, received item Y).
Riwan Mart will investigate the issue. If the wrong-product delivery is confirmed to be our mistake, we will provide an appropriate resolution.
Our Authenticity Commitment
Riwan Mart takes product authenticity seriously. We know that counterfeit cosmetic products are a concern in the Nepali market. We source our branded products through trusted and authentic importers and verify our supply sources before offering products to our customers.
CONFIRMED COUNTERFEIT
If our investigation confirms that a counterfeit product was supplied by Riwan Mart, we provide compensation equal to 2× the original product price.
Original product price = NPR 3,000
Confirmed counterfeit compensation = NPR 6,000
How to claim: You must contact us within 24 hours of receiving the order. Provide clear photos/videos of the product, packaging, relevant product details (such as batch/lot information), and a detailed explanation of why you believe the product may be counterfeit.
Important Note: A customer's suspicion alone does not automatically mean the product is considered counterfeit. The 2× compensation applies ONLY to counterfeit products that are confirmed after a thorough investigation by Riwan Mart.
How To Submit A Claim
Contact Us
Reach out to us within 24 hours of receiving your order.
Provide Details
Send your order number, name, phone, product name, and required photo/video evidence.
Investigation
Our team thoroughly reviews the claim and verifies the facts.
Resolution
We will contact you with the outcome and the appropriate resolution.
Important Notes
Please review these final details regarding our refund process, claim information, and shipping costs.
When contacting us, please provide:
- Order number
- Full name & Phone number
- Product name
- Clear photos/videos
- Detailed explanation of the issue
When a refund is approved after investigation, Riwan Mart will process the refund using an appropriate payment method, depending on the original payment method and the specific circumstances of the order.
If a return or replacement is approved, Riwan Mart will provide you with specific instructions regarding the next steps and how the product should be handled.
Need Help With a Return or Refund?
You can submit your claim through our website, via email, or through our official social media channels (Facebook, Instagram, TikTok).
support@riwanmart.com
Contact UsShop With Confidence
Riwan Mart is dedicated to providing customers in Nepal with genuine beauty products and a shopping experience built on trust.
Continue Shopping