Refund policy

Return and Refund Policy

Effective Date: May 2025
Last Updated: May 2025

At Indus Mart Pvt. Ltd., we are committed to your satisfaction. If you are not completely satisfied with your purchase, we are here to help. Please read our return and refund policy carefully before initiating a return.

1. Return Eligibility

We accept returns within 7 days of delivery, provided the following conditions are met:

  • The product is unused, unopened, and in its original packaging with all tags, labels, and accessories intact.
  • The product is accompanied by the original invoice or proof of purchase.
  • The product is not a consumable item (such as welding electrodes, grinding discs, cutting discs, abrasive wheels, or adhesives) that has been opened or partially used.
  • The product has not been modified, altered, or damaged due to misuse, negligence, or improper installation.

2. Non-Returnable Items

The following products are not eligible for return or exchange:

  • Consumables and accessories that have been opened or used (electrodes, discs, blades, drill bits, saw blades, etc.)
  • Custom-ordered or specially sourced products
  • Products purchased on clearance or marked as "Final Sale"
  • Hydraulic hoses and fittings that have been cut, crimped, or assembled to specification
  • Safety equipment (helmets, harnesses, gloves) that has been worn or used
  • Products with broken seals, tampered packaging, or missing components

3. How to Initiate a Return

To initiate a return, please contact us within 7 days of receiving your order through any of the following channels:

Please provide the following information when contacting us:

  • Your order number or invoice number
  • The product name and quantity you wish to return
  • The reason for the return
  • Photographs of the product and packaging (required for damaged or defective items)

Our team will review your request and respond within 24–48 business hours with return instructions and a Return Authorisation (RA) number. Please do not ship any product back without receiving an RA number first.

4. Return Shipping

  • If the return is due to a manufacturing defect, wrong item shipped, or transit damage, Indus Mart will cover the return shipping cost.
  • If the return is due to a change of mind, incorrect ordering, or buyer's remorse, the customer is responsible for return shipping costs.
  • All returns must be shipped in secure packaging to prevent further damage during transit. Items received in damaged condition due to inadequate return packaging may not be eligible for a refund.

5. Inspection and Processing

Once we receive the returned product at our facility in Biratnagar, Nepal, our team will inspect the item within 2–3 business days. You will be notified via WhatsApp or email of the outcome:

  • Approved: Your refund or replacement will be processed.
  • Rejected: If the product does not meet return conditions, it will be shipped back to you at your expense.

6. Refund Methods and Timeline

Approved refunds will be processed within 5–7 business days of inspection approval:

  • Online payments (eSewa, Khalti, bank transfer): Refunded to the original payment method.
  • Cash or cheque payments: Refunded via bank transfer. Please provide your bank account details when initiating the return.
  • Store credit: Available as an alternative if you prefer to apply the refund toward a future purchase.

Please note that your bank or payment provider may take an additional 3–10 business days to reflect the refund in your account after we have processed it on our end.

7. Exchanges

We offer exchanges for products that are defective, damaged during transit, or incorrectly shipped. To request an exchange, follow the same return process described above. Exchanges are subject to product availability. If the replacement item is not available, we will issue a full refund instead.

8. Damaged or Defective Products

If your order arrives visibly damaged or with a manufacturing defect:

  • Photograph the product, packaging, and shipping label immediately upon receipt.
  • Contact us within 24 hours of delivery via WhatsApp or email with the photographs and your order number.
  • Do not discard the original packaging until the claim is resolved.
  • We will arrange a free return pickup or replacement at no cost to you.

9. Warranty Claims

Products covered by a manufacturer's warranty are handled separately from our return policy. Warranty periods and terms vary by product and brand. To initiate a warranty claim, contact us with your invoice, product details, and a description of the issue. We will coordinate with the manufacturer's authorised service centre on your behalf.

10. Bulk and B2B Order Returns

Return policies for bulk and B2B orders may differ from standard retail orders. Bulk return terms, including restocking fees and return windows, are agreed upon at the time of order confirmation. Please refer to your quotation or purchase agreement for specific terms, or contact our B2B team at info@theindusmart.com.

11. Contact Us

If you have any questions about our Return and Refund Policy, please contact us: