Refund Policy

1. Overview

At Family Centre, we strive to ensure your complete satisfaction with every purchase. We understand that sometimes products may not meet your expectations, and we're here to help. This Refund Policy outlines the terms and conditions for returns, refunds, and exchanges.

We comply with applicable consumer protection laws of Nepal and the rules that govern e-commerce transactions.

2. Refund Eligibility

We offer a 7-day refund window for eligible orders from the date of delivery. Refunds are provided under the following circumstances:

• Product is defective or damaged
• Wrong item was delivered
• Product does not match the description on our website
• Product arrived in damaged or unsealed packaging
• Missing items from your order

3. Non-Refundable Items

The following items are not eligible for returns or refunds:

• Perishable goods (food, flowers, etc.)
• Personal care and hygiene products (if opened or used)
• Intimate or sanitary goods
• Digital products and downloadable software
• Gift cards and vouchers
• Custom-made or personalized items
• Items marked as "non-returnable" on the product page

4. How to Request a Refund

To initiate a refund request, please follow these steps:

1. Contact us within 7 days of receiving your order via email at support@familycentre.com or call us at +977 9824083270
2. Provide order details including your order number, product name, and reason for return
3. Submit proof such as clear photos or videos showing the defect, damage, or issue. For damaged items, we may require an unboxing video showing the item and packaging at the time of delivery
4. Wait for approval - Our team will review your request within 1-2 business days
5. Return the item - Once approved, we'll provide return instructions and a return address

5. Return Conditions

To be eligible for a refund, your item must meet the following conditions:

• Item must be in its original condition (unused, unwashed, unworn)
• Original packaging and tags must be intact
• All accessories, manuals, and free gifts must be included
• Item must be returned within 7 days of receiving return approval

6. Change of Mind Returns

Returns due to change of mind are permitted only where we explicitly offer such returns (indicated on the product page). Please note:

• Shipping costs for change-of-mind returns are the customer's responsibility
• The product must meet all return conditions listed above
• Refunds for change-of-mind returns may be subject to a restocking fee of up to 15%

7. Refund Processing

Once we receive and inspect your returned item:

• Inspection: We'll inspect the returned item within 2-3 business days
• Approval notification: You'll receive an email confirming whether your refund has been approved
• Refund timing: Approved refunds will be processed within 14 business days of our receipt and verification of the returned item
• Payment method: Refunds will be credited to your original payment method
• Bank processing: Depending on your bank or payment provider, it may take an additional 3-5 business days for the refund to appear in your account

8. Exchanges

We currently offer replacements for defective or damaged items only. If you wish to exchange an item for a different size, color, or model, please:

1. Request a refund for the original item following our refund process
2. Place a new order for the desired item

9. Partial Refunds

Partial refunds may be granted in the following situations:

• Item shows signs of use or wear
• Item is returned without original packaging or tags
• Item is returned more than 7 days after delivery
• Item is missing parts or accessories

10. Shipping Costs

For defective or incorrect items: We will cover the return shipping costs. You may be asked to ship the item back using our prepaid shipping label.

For change-of-mind returns: Return shipping costs are the responsibility of the customer unless otherwise stated during the purchase.

Original shipping charges are non-refundable unless the return is due to our error (wrong item sent, defective product, etc.).

11. Disputes & Consumer Rights

You have the right to pursue remedies under Nepal's Consumer Protection laws and e-commerce regulations. If you are not satisfied with our resolution of your refund request, you may:

• Contact our customer service team for escalation
• File a complaint with the appropriate consumer protection authority in Nepal
• Seek resolution through Nepal's specialized consumer dispute forums or Consumer Court

12. Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please contact us: