Dhoka Samma
Return, Exchange & Refund Policy
Eligibility overview
✓ Damaged or incorrect items (Eligible)
If your order arrives damaged or is significantly different from what was ordered, you are eligible for a refund or exchange — whichever is of the lower value. Please inspect your order upon delivery and notify us within 1 day of receipt.
~ Change of mind (Case by case)
We do not accept returns or offer refunds/exchanges for change of mind as a standard policy. Such cases are reviewed entirely at the company's discretion based on internal policy factors. We encourage you to consider your purchase carefully before placing an order.
✕ Color or design discrepancies (Generally not eligible)
Due to variations in stock availability, the color or design of the product received may differ slightly from the product image. Refunds or exchanges are not offered for such discrepancies unless:
A specific color or design was explicitly requested by the customer at the time of purchase and confirmed via a note or chat before dispatch; or
Exchange process
↔ Customer-initiated exchanges
If you wish to exchange an item for a different product or a different variant of the same product for personal reasons (not due to damage or a company error), you must notify us within 1 day of receipt. The following conditions apply:
You will be required to pay the full delivery charge for your location — not the partial charge applied at the time of order placement.
Any price difference between the original item and the exchanged item must be settled prior to dispatch of the replacement.
Advance payment & cancellations
After dispatch — advance payments
Advance payments made via our website or social channels (Facebook, Instagram, TikTok) through any of the following methods — eSewa, Khalti, Bank Transfer, IPS Connect, Net Banking, Mobile Banking — are non-refundable once the parcel has been dispatched. The company is not liable for advance payments in such cases, and any cancellation reason will be subject to scrutiny at the company's sole discretion.
If cancellation is requested after dispatch and the reason is not covered under standard policy, a refund may be considered after thorough review. A surcharge equal to the full delivery charge will be deducted to offset the company's losses — since the cancellation originated from the customer.
If the customer refuses to pay the full delivery charge, the refund request may be denied by the company.
If the customer agrees to the surcharge, the remaining amount will be refunded within 2–3 business days after deduction of the full delivery cost (not the partial charge paid at order placement).
If the package has already reached the customer's location when cancellation is requested, the company reserves the right to deduct up to 2× the full delivery charge before refunding the remaining amount within 2–3 business days.
Return procedure
How to initiate a return
Contact our support team within 1 day of receiving your order through any of the channels below.
Provide your order number, details of the item(s) you wish to return, and the reason for the return.
Our team will review your request and, if it meets our return criteria, issue a return authorization and guide you through the next steps.
Pack the item securely in its original or equivalent packaging, including all accessories that came with it. Our delivery partner will arrange a pickup and return the parcel to us.
Once we receive and verify the returned item(s), your refund or exchange will be processed within 2–3 business days.
Reach our support team through:
✉ [email protected] ☎ +977- 9764548262💬 WhatsApp +977- 9764548262
Have your order number, registered contact number, and item name ready when reaching out.
Please note: Returns that do not meet our return criteria may be subject to a restocking fee or refused entirely. We reserve the right to make the final determination on all return, exchange, and refund requests.
dhokasamma.com · Last updated April 2026
