Refund & Return Policy
Effective Date: July 6, 2026
1. How Buyer Protection Works
Puranochic protects every purchase with a platform-managed payment process. Your payment is verified and held by Puranochic — the seller is not paid at the moment you buy. The funds are only released to the seller after you have received the item and the inspection window below has passed without a dispute.
- When your order is marked as Delivered, a 48-hour inspection window begins.
- If something is wrong with the item, you must file a dispute through the Platform within this 48-hour window (see Section 5).
- If no dispute is filed within 48 hours, the transaction is finalised and the funds are released to the seller.
2. Valid vs. Invalid Return Reasons
Because Puranochic is a Consumer-to-Consumer (C2C) marketplace for pre-loved fashion, we do not offer retail-style "change of mind" returns.
✓ Valid Reasons (Covered)
- The wrong item was sent entirely.
- The item has severe damage not disclosed in the listing (e.g., large stains, tears).
- An item is missing from your order.
- The item is counterfeit, or the transaction appears to be a scam.
✕ Invalid Reasons (Not Covered)
- "Buyer's remorse" or changing your mind.
- The item doesn't fit your body type, despite the size in the listing being accurate.
- Minor colour variations due to lighting differences in photos.
- Slight signs of wear expected on pre-loved clothing.
If an item simply doesn't fit your style, we encourage you to re-list it for sale on Puranochic!
3. Return Shipping & Logistics
Important
Puranochic is a software platform and does not operate delivery infrastructure. We do not provide free return shipping labels.
- Buyer pays return shipping: If a return is approved by Puranochic, the buyer is responsible for arranging and paying for the return courier (e.g., Pathao, InDrive, or a local parcel service). Returns take place within our service area only — see the Shipping & Delivery Policy.
- Proof of return: The buyer must ship the item back to the seller within 3 business days of the dispute approval and provide a valid tracking number or delivery proof to Puranochic. Failure to do so may result in the dispute being closed and funds released to the seller.
4. The Refund Process
To protect sellers from return fraud, refunds are not issued the moment an item is placed in the mail.
- Once the seller receives the returned item, they have 24 hours to inspect it and confirm to Puranochic that it was returned in the same condition it was sent.
- After confirmation (or after Puranochic's review, if the seller raises an objection), Puranochic refunds the original purchase amount from the held funds back to the buyer's eSewa account.
- Refunds are processed manually by our team; please allow a reasonable processing time after approval. We will keep you informed of the status through the Platform.
5. How to File a Dispute
Go to your Order History, open the delivered order, and click "Report an Issue" within 48 hours of delivery. This freezes the release of funds immediately while we review your case. Describe the problem, select the reason that applies, and attach clear photos as evidence. Our team will review the complaint, the original listing, and both parties' evidence, and issue a decision in line with the grievance-handling commitments in our Terms & Conditions.
6. Your Statutory Rights
This policy describes Puranochic's platform-level buyer protection. It does not limit, exclude, or waive any right or remedy you have as a consumer under the applicable laws of Nepal, including the Consumer Protection Act, 2075 (2018). Where the law grants you a right that is broader than this policy, the law prevails.
7. Need Help?
For general questions about this policy, contact us at:
Email: support@puranochic.com