Returns & refunds
Last updated 26 Aug 2026
The short version
If something arrives broken, leaking, mislabelled or not what you ordered, we replace it or refund it. Because this is food, we cannot take back a jar that has been opened unless there is something wrong with what is inside it.
What we always put right
- A jar that arrived cracked, chipped or leaking
- The wrong product, size or spice level in the parcel
- A missing item from the packing slip
- A product that is off — mouldy, fermented wrong, or smells wrong on opening
- A parcel that never arrived
Tell us within 48 hours of delivery for damage or a wrong item, and within 7 days for a quality problem. A photograph helps and usually settles it in one message.
What we cannot take back
- An opened jar you simply did not enjoy — taste is personal, and we cannot resell food
- A jar stored in direct sun or with a wet spoon, where the problem is storage rather than the batch
- An item past its best-before date on the label
- A change of mind after the parcel has been dispatched — though you can refuse delivery, see below
Cancelling an order
You can cancel any time before the order is marked Dispatched — just message us with the order number. After dispatch you can refuse the parcel at the door; the courier returns it and we refund the goods once it is back with us. Delivery and COD handling charges on a refused parcel are not refunded, because they have already been paid to the courier.
How a refund is paid
- eSewa — back to the same eSewa account, usually within 3–5 working days
- Cash on Delivery — by eSewa transfer or bank transfer to a name you give us, within 3–5 working days of the parcel getting back to us
Stock goes back on the shelf when an order is cancelled, returned or refunded, so what the site says is in stock is always what is actually in the room.
How to start
Send us a message with your order number, or call the kitchen on +977 9809-687153. One person handles this and you will hear back within a working day.