Return & Refund Policy

Last updated: 22 April 2026

This page explains order cancellation, returns, replacements, and refunds for new items ordered on We Shop. Return and refund requests must be started by contacting support first and are handled using the eligibility rules below.

Order Cancellation

• You may cancel an order before packaging starts.
• Once packaging starts, customer cancellation is no longer available through the normal order flow.

Eligible Issues After Delivery

• Covered items are new items only.
• Contact support within 7 calendar days of delivery.
• Covered reasons are: wrong item received, damaged or defective item, or item materially different from its listing.

How to Start a Request

• Contact support with your order number, contact details, and a clear description of the issue.
• Share photos where relevant, especially for damaged, defective, wrong, or materially different items.
• Keep the item unused, complete, and in its original packaging unless the reported defect prevents that.
• Keep the item available until support completes verification and confirms the next step.
• If the request is approved, support will provide the applicable return or drop-off instructions. This page does not promise a return method before approval.

Situations Not Covered

• Change-of-mind returns after delivery.
• Non-defective returns.
• Damage caused after delivery because of misuse, negligence, or improper storage.
• Products that have been used, altered, or returned incomplete.
• Requests without enough information to verify the order, item, or reported issue.

Replacement or Refund Outcome

• Exchanges are not offered as a blanket policy.
• When policy requirements are met, the approved outcome is replacement when appropriate and available, otherwise refund or another support-approved resolution.
• If the issue is not covered by this policy, support will explain the reason in the support response.
• There is no restocking fee for approved covered returns.
• Approved refunds are processed within 7 business days after approval and verification.
• Refunds are sent through the original payment or collection channel where possible, otherwise by bank transfer or another support-confirmed method.

How to Contact Us

• Contact our support team at support@weshopnepal.com or call +977-9705459766.
• Support hours are 10am - 7pm (Sun - Fri).

Important Note

Returns as per policy means support verifies the order, delivery record, item condition, and reported issue before confirming the next step.