Delivery, Refund & Grievance Policy
Effective Date : 2026 May 1
This policy outlines our delivery process, refund eligibility, return conditions, and grievance handling procedures for all orders placed through our platform.
By placing an order through our website, you acknowledge that you have read, understood, and agreed to the policies stated below.
Our goal is to ensure customers receive fresh, high-quality produce directly from local farmers, while maintaining a fair and transparent resolution process for genuine issues.
1. Delivery Coverage
We currently deliver only within the Kathmandu Valley. Orders outside this service area are not accepted at this time.
2. Delivery Timeline
- Estimated delivery time: 1 to 3 business days
- Delivery timelines may vary depending on location and order volume
- Some areas may require additional time based on route and logistics conditions
3. Delivery Charges
- Delivery charges are calculated based on customer location
- Applicable charges are clearly displayed during checkout before order confirmation
- Charges may vary across Kathmandu, Lalitpur, and Bhaktapur zones
4. Order Processing & Communication
- Orders are processed during working hours
- Our team may contact customers to confirm order or delivery details
- In some cases, slight delays may occur due to operational or external factors (weather, traffic, etc.)
5. Refund & Replacement Policy
Because we deal with fresh perishable as well as non-perishable agricultural products, refund requests are handled with care and are limited to specific situations.
We offer refund or replacement if:
- Products are damaged or spoiled upon delivery
- Wrong items have been delivered
- Issues must be reported within 24 hours of delivery
- Customers are required to share clear photo evidence via WhatsApp (+977-9766381451) or email (kisankopoko@gmail.com)
Depending on the situation, we may offer:
- Replacement of the product
- Partial refund
- Full refund (if applicable and verified)
Refunds or replacements will not be provided in cases such as:
- Change of mind after delivery
- Minor natural variations in color, size, or appearance (common in fresh produce)
6. Return Policy
Due to the nature of our products, returns are generally not accepted expect
Returns or replacements may only be considered if:
- The wrong item has been delivered
- The product is severely damaged or unfit for use
- Customers must report the issue within 24 hours of delivery
- After verification, an eligible replacement will be arranged
7. Grievance Redressal
In accordance with the E-commerce Act 2081, we provide a dedicated channel for complaints and issue resolution.
📞Direct Contact: +977-9766381451 / 01-5153170
✉️Email: kisankopoko@gmail.com / naccfl.it@gmail.com
Summary Note
Our goal is to ensure customers receive fresh, high-quality produce directly from local farmers, while maintaining a fair and transparent resolution process for genuine issues.