Return & Refund Policy
Last Updated: March 2026
At Moosto.com, we aim to ensure customer satisfaction by delivering quality products and reliable service. This Return & Refund Policy outlines the conditions under which products may be exchanged, returned, or refunded.
1. Return & Exchange Period
Customers may request a return or exchange within 7 days of receiving the product.
Although most return requests are processed within 2–3 days, customers are allowed up to 7 days from the delivery date to report any issues.
2. Eligible Reasons for Return or Exchange
Returns or exchanges are accepted under the following circumstances:
The product was damaged during delivery
The wrong item was delivered
The product received is defective or not functioning properly
In most cases, Moosto.com provides product exchange rather than refunds.
3. Change of Mind
Returns due to change of mind are generally not accepted. However, customers may contact our support team for assistance.
If such a request is approved:
The product must be unused
The product must include the original box and accessories
Delivery charges may apply, which will be borne by the customer.
4. Product Condition for Returns
To qualify for a return or exchange:
The product must be unused and in its original condition
The product must include all original packaging, accessories, and documentation
The request must be made within the 7-day return window
Moosto.com may request photos or videos of the product to verify the issue before approving a return or exchange.
5. Non-Returnable and Non-Refundable Items
The following items are not eligible for return or refund:
Personal care products
Used or damaged items due to customer misuse
Clearance, discounted, or promotional items
6. Refund Policy
While Moosto.com generally prioritizes product exchanges, refunds may be considered in certain circumstances.
Approved refunds may be processed through one of the following methods:
Bank Transfer
eSewa
Store Credit
Product Replacement
The refund method will be determined mutually between the customer and Moosto.com.
7. Return Shipping Charges
Shipping costs for returns depend on the reason for return:
If the product is damaged, defective, or incorrect, Moosto.com will cover the return shipping cost.
If the return is due to customer preference or change of mind, the customer must pay the delivery charges.
For fragile products, customers may be required to cover shipping charges depending on the situation.
8. Order Cancellation
Customers may cancel their order only while the order is still pending.
Once an order has been confirmed or processed, customers will not be able to cancel the order themselves.
9. VAT/PAN Bill
Customers need to return the VAT/PAN bill the received with the product.
10. Contact for Return Requests
To request a return or exchange, please contact us at:
Moosto.com
Lalitpur, Nepal
Email: [email protected]
Our support team will review the request and provide instructions for the next steps.