1. Acceptance of Terms

By accessing or using the Riwan Mart website, browsing products, creating an account, placing an order, or purchasing products, you agree to follow and be bound by these Terms & Conditions, along with our other applicable policies. We have kept these rules simple and customer-friendly to ensure a smooth online shopping experience in Nepal.

2. About Riwan Mart

Riwan Mart is a Nepal-based e-commerce business specializing in branded cosmetics, skincare, personal care, beauty kits, jewellery, and related lifestyle products. Riwan Mart does not manufacture the branded products it sells; instead, we act as a retailer dedicated to sourcing quality items for our customers.

3. Using Our Website

You agree to use the Riwan Mart website only for lawful purposes. You must not use our website to conduct fraudulent activities, attempt unauthorized access, or disrupt the operation of our services.

4. Product Information

Riwan Mart makes reasonable efforts to provide accurate information regarding product names, descriptions, prices, images, sizes/quantities, ingredients, and usage instructions where available.

However, minor differences may sometimes occur between product photographs on our website and the actual physical product. These variations can be due to photography lighting, screen/display color differences, packaging updates by manufacturers, or natural variations where applicable.

5. Cosmetics & Personal Care Disclaimer

Riwan Mart sells a variety of cosmetics, skincare, and personal-care products. Before purchasing, customers should carefully review the product descriptions, ingredients, product information, usage instructions, and suitability guidelines.

Customers with allergies or specific skin sensitivities must check the available product information and, where appropriate, consult a qualified professional before using a product.

6. Product Authenticity

Authenticity is one of Riwan Mart's main commitments to our customers. We are aware of the counterfeit cosmetics circulating in the Nepali market. To combat this, we source our branded products through trusted and authentic importers and verify our supply sources before offering products to you.

For more details on our verification process and our strong stance against fake products, please read our Authenticity Guarantee.

7. Prices & Availability

All product prices displayed on the Riwan Mart website are in Nepalese Rupees (NPR), unless otherwise stated.

Prices may change from time to time. However, a price change will not affect an order that has already been successfully accepted and confirmed by us, except in cases where an obvious pricing or system error has occurred.

Products may become unavailable at any time. Riwan Mart may need to cancel or modify an order if a product becomes unavailable, if there is a genuine inventory problem, an obvious website error, or another legitimate reason preventing fulfillment. If an accepted paid order cannot be fulfilled, Riwan Mart will communicate with you to provide an appropriate resolution.

8. Orders & Order Acceptance

The general ordering process on Riwan Mart is as follows:

1. You select the products you wish to purchase.
2. You enter the required delivery and contact information.
3. You select your preferred payment and delivery method.
4. You submit the order.
5. Riwan Mart reviews, processes, and confirms the order.
6. The order is prepared and dispatched.

Important: Placing an order on our website does not necessarily mean the order is accepted. An order is only considered finalized once Riwan Mart formally confirms and accepts it.

9. Customer Information & Order Accuracy

To ensure smooth delivery, customers are responsible for providing complete and accurate information, including:

• Full Name
• Active Phone Number
• Delivery Address
• Municipality/City
• District
• Landmark or delivery instructions where needed

Riwan Mart may contact you if additional information is required. If incorrect customer information causes delivery problems, Riwan Mart may not be responsible for the resulting delays or the need for additional arrangements.

10. Payment Methods

Riwan Mart currently accepts the following secure payment methods:

• eSewa
• Khalti
• Cash on Delivery (COD) (where available)

11. Cash on Delivery (COD) Policy

To reduce fake and fraudulent COD orders, Riwan Mart utilizes an advance payment system for COD orders.

For new customers choosing COD, Riwan Mart may require an NPR 200 advance payment to confirm the order. The remaining balance is then paid by Cash on Delivery when the package arrives.

The NPR 200 is NOT an additional fee. It is simply deducted from your total amount payable as part of the order total.

Customers who successfully complete two orders (meaning the orders are successfully delivered and received) may become eligible for 100% COD on future orders, subject to Riwan Mart's order-verification process. Riwan Mart may apply order verification or payment requirements based on individual order history and risk.

12. Fraudulent & Fake Orders

To protect our customers and our business from fraudulent transactions, Riwan Mart reserves the right to cancel or decline orders that appear to be fraudulent, fake, abusive, intentionally misleading, or repeatedly refused/undeliverable without reasonable explanation.

13. Shipping & Delivery

Riwan Mart delivers throughout Nepal. Our current general delivery framework is as follows:

• Standard delivery fee: NPR 150 per order.
• Free delivery: Applicable on orders above NPR 3,500.
• Estimated delivery: Generally 2–7 business days after the order has been dispatched.

Please note that the 2–7 business day estimate applies after dispatch, not from the exact moment the order is placed. Actual delivery times may be affected by weather, public holidays, transportation conditions, local delivery constraints, or other circumstances outside Riwan Mart's reasonable control. Please review our Shipping & Delivery Policy for complete details.

14. Returns & Refunds

Because many of our products are cosmetics, skincare, and personal-care items, strict hygiene rules apply.

Riwan Mart does NOT accept returns simply because:

• The customer changed their mind.
• The customer does not like the product, its smell, or its texture.
• The customer does not like the color after receiving and opening it.
• The customer ordered the wrong product by mistake.
• The customer no longer wants the product.

Valid product claims (Damaged products, Wrong products, or Confirmed counterfeit products) must be reported to us within 24 HOURS of receiving the order. For the exact steps on how to file a valid claim, please read our complete Return & Refund Policy.

15. Counterfeit Product & 2× Compensation

We take authenticity very seriously. If you believe a product may be counterfeit, you must contact Riwan Mart within 24 hours of delivery and provide clear photos/videos of the product, packaging, relevant batch details, and a detailed explanation of your concern. Riwan Mart will thoroughly investigate the product and its source.

A customer's suspicion alone does not automatically mean a product is counterfeit. The claim must be confirmed after investigation.

16. Intellectual Property

The content on the Riwan Mart website—including our logo, brand name, website design, text, original photographs, graphics, and other website content—is the property of Riwan Mart. These materials may not be copied, reproduced, modified, distributed, or commercially used without our appropriate permission, except where permitted by applicable law.

Riwan Mart does not claim ownership over the third-party manufacturers' trademarks or product brand names sold on our store. Those remain the property of their respective owners.

17. Customer Accounts

If you create an account on Riwan Mart, you are responsible for providing accurate information and keeping your account credentials (like your password) reasonably secure. Customers should notify Riwan Mart immediately if they believe their account has been used without authorization.

18. Prohibited Use

Customers must not use the Riwan Mart website for fraudulent activities, illegal activities, attempting to disrupt website operations, attempting unauthorized access, misusing website content, creating fake orders, or abusing our customer-service systems.

19. Website Availability

Riwan Mart will make reasonable efforts to keep the website available and functioning smoothly. However, temporary interruptions may occur due to routine maintenance, technical problems, hosting issues, security incidents, or other circumstances outside our reasonable control.

20. Third-Party Services

Riwan Mart uses reliable third-party services to operate, such as eSewa and Khalti for payments, various delivery/logistics providers, and website hosting services. Please note that these third-party services may have their own terms and privacy policies.

21. Limitation of Responsibility

While we do our best to provide an excellent shopping experience, Riwan Mart cannot be held responsible for circumstances outside its reasonable control. This includes certain transportation disruptions, natural events, public emergencies, technical outages, or third-party service failures. This limitation does not attempt to remove any responsibilities that cannot legally be excluded under Nepalese law.

22. Force Majeure

Riwan Mart may not be held responsible for delays or the inability to perform our obligations caused by circumstances reasonably outside our control. Examples include, but are not limited to, natural disasters, severe weather, transportation disruptions, government restrictions, public emergencies, and major technical failures.

23. Changes to These Terms

Riwan Mart may update these Terms & Conditions when our business practices, website features, or applicable legal requirements change. The updated version will always be published directly on this website page.

24. Governing Law

Riwan Mart is a Nepal-based e-commerce business. These Terms & Conditions are intended to operate under and be governed by the applicable laws and regulations of Nepal.