Refund Policy

2. Return and Refund Policy

1. Return Eligibility

• Items must be returned within 14 days of delivery
• Products must be unused, in original packaging with all tags attached
• Products must return and receive on original condition.
• Certain items (personal care products, undergarments, Fresh items, customized and personalized ) are non-returnable

2. Return Process

1. Contact our support team within 14 days of delivery
2. Receive return authorization and instructions
3. Package the item securely and send to our return address

3. Refund Processing

• Approved returns will be refunded within 7 business days
• Refunds will be issued to Nepal-based digital wallet or Nepal based bank accounts
• Shipping charges are non-refundable unless the return is due to our error

4. Damaged/Defective Items
Contact us immediately (within 24 hours of delivery) with photos and video of the damaged product for replacement or refund.

Grievance Redressal Policy for

• 1. Complaint Submission
  Customers may lodge complaints through:
  • Email: info@koselixpress.com.np
  • Phone: +977-9801354451
• 2. Resolution Timeline
  • Acknowledgement within 24 hours
  • Resolution within 7 working days for most issues
  • Complex cases may require up to 15 days
• 3. Escalation Process
  If unsatisfied with initial resolution:
  1. Request escalation to senior management
  2. Contact Department of Commerce if unresolved after 30 days