Copy-Paste Policy Pack for Your Online Store

BUSINESS INFORMATION

Store / platform name: [Your Store Name], [yourstore.com]
Operated by: [Legal entity name, for example ABC Traders Pvt. Ltd.]
Business type under the Electronic Commerce Act, 2081: List-based electronic commerce business. We list and sell our own goods and services directly to consumers.

Registered with: [Office of the Company Registrar / Department of Commerce / other registering authority]
Registration certificate no.: [XXXXX]
PAN / VAT registration no.: [XXXXXXXXX]
E-commerce portal listing no.: [Number issued by the Department of Commerce, Supplies and Consumer Protection]
Electronic platform used: Blanxer
Special licence(s): [Department of Drug Administration licence no. XXX. Delete this line if not applicable]

Registered office: [Full address]
Head office: [Full address, or "Same as registered office"]
Branches / outlets: [Branch 1 address; Branch 2 address, or "None"]

CONTACT US
General inquiries: [email] | [phone] | [mobile]
Customer service: [dedicated email] | [dedicated phone] | [Sun to Fri, 10 AM to 6 PM]
Facebook: [link] | Instagram: [link] | TikTok: [link]

GRIEVANCE OFFICER
Name: [Full name]
Email: [email]
Phone: [number]
Address: [address]
See our Grievance Redressal Policy for how complaints are handled and resolved within 15 days.

Last updated: [date]. This information is maintained as required by Sections 4 and 5 of the Electronic Commerce Act, 2081.

TERMS & CONDITIONS

Welcome to [Your Store Name]. These terms are the agreement between [Legal entity name] ("we", "us", "our store") and you ("you", "the customer") whenever you place an order on [yourstore.com] or through our social channels. By placing an order you accept these terms. Under Section 7 of the Electronic Commerce Act, 2081, this electronic contract is legally binding on both of us.

1. PLACING AN ORDER
You place an order by completing checkout on our website, or by confirming your order with our team on [Messenger / Instagram / WhatsApp / phone]. Your order is confirmed when you receive our order confirmation by [SMS / email]. The confirmation includes your order details and a tracking link.

2. PRICES
All prices shown are the final selling price inclusive of all applicable taxes. Delivery charges, if any, are shown separately before you confirm your order. There are no hidden charges.

3. PAYMENT
We accept: [Cash on Delivery / QR payment (eSewa, Khalti, bank QR) / card / bank transfer]. For Cash on Delivery, your payment to our delivery partner counts as payment to us. You will receive your invoice and payment receipt immediately upon payment.

4. DELIVERY
We deliver to the address and within the timeframe stated on the product page and your order confirmation. Full details, including charges and areas, are in our Delivery Policy, which forms part of these terms.

5. CANCELLING AN ORDER
You can cancel an order any time before it is dispatched. See our Cancellation Policy. Once your order is dispatched cancellation is no longer possible, but your return rights below still apply.

6. RETURNS AND REFUNDS
If a product you receive does not match its description on our store, you can return it unused and undamaged, and we will accept the return without conditions, with your choice of an equal-value replacement or a full refund including tax, as guaranteed by Section 10 of the Electronic Commerce Act, 2081. Defective products and late deliveries are also covered. Full details are in our Return & Refund Policy.

7. WARRANTY
Where a product carries a warranty or guarantee, the period and conditions are stated on its product page and honoured in full. See our Warranty Policy.

8. YOUR RESPONSIBILITIES
As required by Section 17 of the Act, you agree to honour this contract, check your order against what you purchased promptly on receipt, raise any complaint without delay (you may complain electronically), and not use our store or its processes with intent to harass or harm anyone.

9. OUR RESPONSIBILITIES
We are responsible for the accuracy of our product listings, on-time delivery, honouring warranties and returns, protecting your personal information, and resolving your complaints within 15 days as set out in our Grievance Redressal Policy. Actions of our staff and representatives in the course of business are our responsibility.

10. PRIVACY
We handle your personal information as described in our Privacy Policy.

11. GOVERNING LAW AND DISPUTES
These terms are governed by the laws of Nepal, including the Electronic Commerce Act, 2081 and the Consumer Protection Act, 2075. If you are unhappy with anything, please use our grievance process first. You may also complain to the Department of Commerce, Supplies and Consumer Protection.

Last updated: [date].

PRIVACY POLICY

At [Your Store Name], operated by [Legal entity name], we keep your personal information confidential as required by Section 12 of the Electronic Commerce Act, 2081.

1. WHAT WE COLLECT
When you shop with us we collect your name, delivery address, phone number, [email], your order history, and payment confirmation details. [If applicable: we also collect basic website analytics such as pages visited and device type.]

2. WHY WE COLLECT IT
We use your information only to process and deliver your orders, send you order confirmations and delivery tracking updates, issue your invoice and payment receipt, provide customer support and resolve complaints, and meet our legal record-keeping duties under tax and e-commerce law.

3. WHAT WE NEVER DO
We do not sell your personal information. We do not share it with anyone or use it for any other purpose, except where the law permits or requires.

4. SHARING NEEDED TO DELIVER YOUR ORDER
To fulfil your order we share the necessary details (your name, delivery address, phone number, order contents, and COD amount if applicable) with our delivery partner. This sharing between buyer, business and carrier for completing your purchase is expressly permitted by the Act.

5. YOUR RIGHTS AND CONTROLS
You can at any time view and edit your personal details in your account on our store, ask us to correct any inaccurate information, and close your account and disable information that reveals your identity. To exercise any of these, use your account settings or contact us at [email] or [phone]. We will never deny you these controls.

6. HOW LONG WE KEEP YOUR DATA
We keep transaction records for the period required by tax law. Personal data no longer needed is deleted or anonymised.

7. SECURITY
Your data is stored on secure, access-controlled systems, and our store runs on encrypted (HTTPS) connections.

8. QUESTIONS
For any privacy concern, contact our Grievance Officer: [name], [email], [phone].

Last updated: [date].

RETURN & REFUND POLICY

We want you to receive exactly what you ordered. If something is wrong, here is how returns and refunds work at [Your Store Name].

1. WHEN YOU CAN RETURN A PRODUCT
You can return a product if it does not match the description, image or details shown on our store (guaranteed by Section 10 of the Electronic Commerce Act, 2081), if it is defective or damaged on arrival, if it was delivered later than the committed delivery time (except delays caused by events beyond anyone's control), or if it is not what was mutually agreed at the time of order.

The product must be unused and undamaged by you, with [tags / packaging / accessories] intact.

2. WHAT YOU GET
For any valid return you choose either a replacement of equal value, or a full refund of everything you paid including tax [and delivery charges where the error was ours].

3. RETURN WINDOW
Tell us about the problem within [7] days of delivery. Contact [phone], message us on [Messenger / Instagram / WhatsApp], or email [email] with your order number and photos of the issue.

4. ITEMS THAT CANNOT BE RETURNED
Unless defective or misdescribed, we cannot accept returns of [innerwear and hygiene products; opened cosmetics; perishable or food items; customised or made-to-order products; digital products after delivery. Edit this list for your store]. Each product page states whether that item is returnable.

5. HOW THE RETURN WORKS
Step 1: Contact us with your order number and photos.
Step 2: We confirm your return within [24 to 48 hours].
Step 3: We arrange pickup by our delivery partner, or you can drop the item at [outlet address].
Step 4: After a quick inspection, your replacement is dispatched or your refund is issued.

6. REFUND TIMELINE AND METHOD
Refunds are made within [7] days of us receiving the returned item. Online and QR payments are refunded to your original payment source. Cash on Delivery orders are refunded via [bank transfer / eSewa / Khalti] to details you provide.

7. EXCHANGES
[If offered: Wrong size or colour? We offer one free exchange within [7] days if the item is unused with tags intact and the variant is in stock. Otherwise delete this section.]

Last updated: [date].

DELIVERY POLICY

1. WHERE WE DELIVER
We deliver [across Nepal / inside Kathmandu Valley / list your areas].

2. DELIVERY CHARGES
Inside Kathmandu Valley: Rs. [XX]
Outside the Valley: Rs. [XX]
Free delivery on orders above Rs. [XXXX]
Your exact delivery charge is always shown before you confirm your order. There are no hidden fees.

3. DELIVERY TIME
Kathmandu Valley: [1 to 2] working days
Major cities: [2 to 4] working days
Other areas: [4 to 7] working days
The expected delivery timeframe for your order is stated on the product page and in your order confirmation.

4. ORDER TRACKING
As soon as your order is created you receive an SMS with a live tracking link. The link updates automatically as your parcel moves from dispatch to delivery.

5. STORE PICKUP
Prefer to collect it yourself? You, or someone on your behalf, can pick up your order from [outlet name, address, hours]. Choose pickup at checkout or tell our team.

6. CHANGING YOUR DELIVERY DETAILS
Need to change the address, receiver or delivery time? Contact us before your order is dispatched at [phone / social]. Changes take effect once we both agree, and any difference in delivery charge is settled by mutual agreement, as provided by Section 9 of the Electronic Commerce Act, 2081.

7. IF DELIVERY FAILS
If our delivery partner cannot reach you we will attempt delivery [X] more time(s) and contact you to reschedule. Unclaimed orders after [X] attempts are returned to us and we will contact you about redelivery or a refund [minus delivery costs, for COD orders].

8. OUR RESPONSIBILITY
Delivering your order as promised is our legal responsibility under Section 18 of the Act, even though a courier partner physically carries your parcel. If anything goes wrong in transit, contact us rather than the courier and we will fix it.

9. DELAYS BEYOND CONTROL
Bandhs, natural disasters or road blockages can occasionally delay deliveries. If that happens we will inform you immediately and agree a new delivery time. Your rights regarding late delivery otherwise remain fully intact.

Last updated: [date].

CANCELLATION POLICY

1. CANCELLING BEFORE DISPATCH
You can cancel your order any time before it is dispatched, free of charge. Cancel by [replying to your order confirmation / messaging us on Messenger, Instagram or WhatsApp / calling [number]] with your order number. Since dispatch can happen within [X hours] of ordering, please cancel as early as possible.

2. REFUND ON CANCELLATION
If you already paid online or by QR, your full payment including tax is refunded within [3 to 7] days to your original payment method.

3. ORDERS THAT CANNOT BE CANCELLED
As stated on their product pages, the following cannot be cancelled once confirmed: [made-to-order or customised items; perishable items prepared on order; services scheduled to begin within [24] hours. Edit or delete].

4. AFTER DISPATCH
Once your order is dispatched it cannot be cancelled, but if the product does not match its description, arrives damaged, or arrives late, our Return & Refund Policy fully protects you.

5. CANCELLATION BY US
In rare cases such as stock unavailability, an obvious pricing error, or a legal restriction, we may have to cancel your order. If so we will inform you immediately and refund everything you paid, including tax, in full.

Last updated: [date].

WARRANTY POLICY

1. WHICH PRODUCTS HAVE WARRANTY
Warranty or guarantee, where offered, is stated on each product page along with its period and conditions. If a product page shows no warranty, that product carries none beyond your statutory rights under the Electronic Commerce Act, 2081 and the Consumer Protection Act, 2075.

2. WHAT THE WARRANTY COVERS
[Manufacturing defects and functional failures under normal use.]

3. WHAT IT DOES NOT COVER
[Physical or liquid damage; damage from misuse or failure to follow usage instructions; unauthorised repair or modification; normal wear and tear. Edit to fit your products.]

4. HOW TO CLAIM
Contact us within the warranty period at [phone / email / social] with your order number and invoice. Your invoice is your warranty card. It is sent to you automatically with every order, so keep it. We will assess the claim and [repair / replace / refund] per the warranty terms within [X] days.

5. BRAND WARRANTIES
Products carrying an official manufacturer or brand warranty are serviced through [the brand's authorised service centre in Nepal]. Bring your invoice and we will help facilitate the claim.

6. AUTHENTICITY GUARANTEE
[If you sell branded goods: Every product we sell as genuine is exactly that. We declare and stand behind the authenticity of our products and accept the liability that comes with that commitment, as required by Section 15 of the Electronic Commerce Act, 2081.]

Last updated: [date].

GRIEVANCE REDRESSAL POLICY

Something not right with your order or your experience? We are legally committed, and genuinely committed, to fixing it.

1. CONTACT OUR GRIEVANCE OFFICER
Name: [Full name]
Email: [email]
Phone: [number]
Address: [address]
Hours: [Sun to Fri, 10 AM to 6 PM]

You can complain electronically (email, our website form, or a message on [Messenger / Instagram / WhatsApp]), in writing, or in person. All three are accepted under Section 33 of the Electronic Commerce Act, 2081.

2. WHAT YOU CAN COMPLAIN ABOUT
Anything related to a purchase or the buying process: product quality, mismatch with the listing, delivery delays, payment or refund issues, staff behaviour, or how your personal data was handled.

3. WHAT HAPPENS AFTER YOU COMPLAIN
Step 1: Immediate acknowledgment. Your complaint is registered in our system and you receive confirmation with a reference number right away.
Step 2: Investigation. We review your complaint against your order, payment and delivery records. We may contact you if we need more information.
Step 3: Decision within 15 days. We will resolve your complaint, or if it genuinely cannot be resolved, give you a written explanation with reasons, within 15 days of receiving it. This timeline is our legal duty under Section 33.

4. NOT SATISFIED WITH OUR ANSWER?
You have the right to escalate to the Department of Commerce, Supplies and Consumer Protection or its inspection officers under Section 28 of the Act, including electronically. You may request that your identity be kept confidential, and the Department must honour that.

5. HOW WE TRACK COMPLAINTS
Every complaint is logged in our electronic complaint-management system and linked to your order's full record: payment, invoice, dispatch and delivery tracking. Nothing gets lost and every resolution is documented.

Last updated: [date].