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Kafuche
Kafuche

Return and Refund Policy

At Kafuche, we want you to love your purchases. If something isn’t right, our Return & Refund Policy makes it easy to return or exchange items while keeping things fair for both customers and vendors. This policy explains how returns work, who pays for what, and how we handle refunds, all with the transparency inspired by the clear waters of Kafuche Lake.

Eligibility & Conditions

Timeframe

  • You can return an item within 7 days from the date of delivery (e.g., if you receive a Jockey tee on April 20, you can request a return until April 27).

Condition Requirements

  • Items must be:

    • Unused and in the same condition as received.

    • In original packaging with all tags, labels, and accessories included.

    • Not damaged or altered (e.g., no stains or any other damages).

Non-Returnable Items

Some items cannot be returned:

  • Custom-made products.

  • Underwear or intimate apparel (for hygiene reasons).

  • Items marked “Sale” on the product page.

Return Process

Step-by-Step Instructions

  1. Submit a Request: Log in to your Kafuche account and go to “My Orders.” Select the order (e.g., order ID KAF12345) and click “Request Return.” Explain why (e.g., “Wrong size” or “Defective”).

  2. Vendor Review: The vendor reviews your request within 3 business days. They’ll approve or reject it based on this policy.

  3. Get Return Authorization (RMA): If approved, you’ll receive an RMA number and instructions via email. This helps us track your return.

  4. Ship the Item Back: Pack the item securely with the RMA number written on the package. Drop it off with Nepal Can Move (our delivery partner) within 5 days of approval.

  5. Vendor Receives & Inspects: The vendor checks the returned item to confirm it meets the conditions.

Note: Keep your shipping receipt from Nepal Can Move until your refund is processed.

Refund Methods & Timelines

Refund Options

  • Original Payment Method: Refunds go back to your card, digital wallet (e.g., Khalti, eSewa), or bank account.

  • Store Credit: Some vendors may offer credit for future Kafuche purchases (you can choose this at checkout).

Processing Time

  • Vendors process refunds within 5 business days after receiving and inspecting the returned item.

  • Refunds take 3–7 business days to appear in your account, depending on your payment method.

  • You’ll get an email confirmation once the refund is issued.

Platform’s Role

  • Kafuche ensures vendors follow this policy. If a vendor doesn’t respond or comply within 7 days, we step in to mediate and may process the refund ourselves, deducting it from the vendor’s payout.

Shipping Costs & Responsibilities

Who Pays?

  • Defective/Wrong Items: The vendor covers return shipping costs via Nepal Can Move (e.g., if you got LVD instead of Sonam).

  • Kafuche Errors: If we mess up (e.g., wrong order dispatched), we cover all shipping costs.

Prepaid Labels

  • Some vendors provide prepaid Nepal Can Move labels for returns (you’ll see this during the RMA process).

  • If not, you can arrange shipping and may be charged by the vendor.

Replacement Shipping

  • Vendors pay for shipping replacement items if processed (e.g., a new pair of Nike shoes). The decision of replacement shipping is taken by the vendor upon the request of the customer. Kafuche will not, in any way, be a part of replacement shipping.

Exchanges

Process

  • Want a different size or color? Select “Exchange” when submitting your return request in your Kafuche account.

  • Follow the same return process (submit request, get RMA, ship back).

  • The vendor will send the new item (if available) after receiving and inspecting the return.

  • Exchanges are subject to stock availability—otherwise, you’ll get a refund.

Restocking Fees

  • No fees for defective or wrong items.

  • For change-of-mind exchanges, some vendors may charge a 10% restocking fee (shown on the product page or during the return request).

Damaged/Defective Items

Vendor Obligations

  • If an item arrives damaged (e.g., torn Hummel jacket) or defective (e.g., faulty zipper on a Singapore Collection bag), the vendor must:

    • Offer a full refund or replacement at no cost to you.

    • Cover return shipping via Nepal Can Move.

Reporting Requirements

  • Report issues within 48 hours of delivery by emailing support@kafuche.com with:

    • Your order ID.

    • Photos showing the damage or defect.

    • A brief description.

  • Vendors will respond within 3 business days to arrange a refund or replacement.

Vendor-Specific Rules

Disclosures

  • Some vendors may have stricter return policies (e.g., 5-day return window or no change-of-mind returns). These will be clearly stated on the product page (e.g., “Non-returnable unless defective”).

  • Always check the product details before buying.

Platform Override

  • If a vendor doesn’t respond to a valid return request within 3 business days or violates this policy, Kafuche will intervene.

  • We may process refunds or replacements directly and adjust the vendor’s payout accordingly.

  • Kafuche ensures all returns meet Nepal’s consumer protection standards, regardless of vendor rules.

Chargebacks & Disputes

Fraud Prevention

  • Fraudulent returns (e.g., returning a used item as new) may lead to:

    • Account suspension on Kafuche.

    • Denial of future returns.

    • Legal actions if required.

  • We verify returns with photos and vendor inspections to prevent abuse.

Mediation

  • If you and a vendor disagree (e.g., over a refund amount), Kafuche steps in:

    1. Email support@kafuche.com with your order ID and details.

    2. We’ll review evidence (e.g., photos, emails) from both sides.

    3. A fair resolution (refund, replacement, or compromise) is proposed within 3 business days.

  • If you file a chargeback with your bank, vendors must respond within 7 days with evidence (e.g., delivery proof). Kafuche assists in resolving disputes quickly.

Policy Updates

We may update this Return & Refund Policy to improve our processes or comply with new laws. If we do:

  • The new version will be posted on our website (www.kafuche.com).

  • We’ll email customers and vendors about major changes at least 7 days in advance.

  • Check the “Last Updated” date above for the latest version.

Contact Information

For shipping-related questions or issues:

  • Email: support@kafuche.com

  • Phone: +977-1-555-1234 (9 AM–5 PM NPT)

  • Address: Kafuche Pvt. Ltd., Thamel, Kathmandu, Nepal

Vendors, use your Kafuche dashboard for direct support. We’ll respond within 24–48 hours to resolve any concerns.