STORE POLICIES
At Kathmandu Organics, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today !
Return & Refund Policy
About Our Policy
Our Promise: Purity & Care Policy
At Kathmandu Organics, we bring the purest harvests from Nepal’s hills directly to your home. We strive to ensure every product honors the rhythm of the mountains, but we understand that sometimes nature—or the journey—doesn't go as planned.
​
1. Fresh Harvests & Artisanal Goods (24-Hour Window)
To ensure you receive peak nutrition and flavor, our perishables are often harvested or prepared specifically for your order.
-
Coverage: This includes fresh vegetables, fruits, local cheeses, milk, cakes, artisanal chocolates, meat, fish, and traditional khuwa.
-
Timeline: If these items do not meet your expectations, please let us know within 24 hours of delivery. To maintain our high standards for all neighbors, we cannot address concerns raised after this 24-hour window.
​
2. Pantry Essentials & Dry Groceries (7-Day Window)
For our heritage grains, mountain teas, and other shelf-stable staples, we offer a longer window for reflection.
-
Timeline: You have 7 days from the date of delivery to initiate a return.
-
Condition: To stay true to our "Clean Label" approach, items must be unused, in their original sustainable packaging, and in the same condition you received them.
​
3. Integrity & Proof of Purchase
We believe in transparency and fairness for both our customers and our farmers.
-
Verification: Please present your original bill as proof of purchase. This allows us to trace the product back to its source and improve our future harvests.
-
Refund Approval: Once our team inspects the returned item to ensure there is no physical damage or tampering, we will notify you regarding the approval of your refund.
​
4. Replacements & Logistics
-
Replacements: If an item arrives defective or damaged, we will gladly replace it with the same high-quality product to ensure your kitchen stays stocked with the best of Nepal.
-
Service Fees: To continue supporting our local delivery partners, return charges are equivalent to our standard delivery fees. Please note that original delivery charges remain non-refundable.