Refund & Return Policy

Our commitment

Nepal Harvest complies with the Australian Consumer Law (ACL), which is Schedule 2 to the Competition and Consumer Act 2010 (Cth). Consumer guarantees apply to goods we supply in trade or commerce. This policy explains how we honour those guarantees and how we handle change-of-mind returns where we choose to offer them.

Consumer guarantees (cannot be excluded)

Under the ACL, goods must be of acceptable quality, match their description, and be fit for any purpose you made known to us. If a good fails to meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, or refund depending on whether the failure is "major" or "minor" and other factors set out in the ACL.

We do not exclude, restrict, or modify the application of any consumer guarantee, or our liability for failure to comply with a consumer guarantee, except to the extent the ACL permits (for example, goods acquired for business use in limited cases).

Faulty or unsafe goods

If something is wrong, contact us as soon as you can.

• What to include: your order reference, a description of the issue, and clear photos if the fault is visible (for example, damaged packaging, mould, contamination, or incorrect item).
• Food & perishables: do not consume goods you believe are unsafe or spoiled. Keep the product and packaging where reasonable until we advise next steps.
• Remedy: where a consumer guarantee applies, we will provide the remedy required by the ACL — for example, repair or replacement if reasonable, or a refund when the ACL requires one.

Time limits under the ACL depend on the circumstances. If you are unsure about your rights, contact us — we will work through it fairly and promptly.

Change of mind

The ACL does not require us to accept returns for change of mind. Where we agree to a change-of-mind return at our discretion, the following typically applies unless we confirm otherwise in writing:

• Request within 7 days of delivery or collection.
• Items must be unopened, in original saleable condition, and where relevant within any best-before or use-by window that makes resale lawful and safe.
• Perishable, chilled, frozen, or opened grocery items are generally not eligible for change-of-mind returns for health and safety reasons.
• We may charge a restocking or processing fee and/or decline the return if the goods cannot be resold safely.

Promotional or clearance items may be marked "no change-of-mind returns" where permitted — we will state that at purchase.

How to start a return

• Message or call us on 0426 819 417, email info@nepalharvest.com.au, or use our Contact page with your order details.
• Where we approve a return, we will provide instructions (for example, return address or pickup). Do not return goods without confirmation unless we tell you otherwise for safety reasons.
• Refunds for approved returns are applied to the original payment method where possible. Processing times can depend on your bank or card issuer.

Chargebacks

If you dispute a charge with your bank, please contact us first — many issues are resolved faster directly. Where a chargeback is raised, we may provide your bank with order and delivery information to help resolve the dispute.

More information

For privacy aspects of orders and accounts, see our Privacy Policy. For general terms of sale, see our Terms & Conditions.

Australian Consumer Law resources: ACCC — Consumer guarantees.