Return, Exchange & Refund Policy

At Anjuli Foods Pvt. Ltd., we take great care in preparing, packing and delivering our food products. We want every customer to receive products in good condition and as described. This policy explains how returns, exchanges, replacements and refunds are handled while respecting applicable consumer rights in Nepal.

1. Your Right to Return Goods

In accordance with Section 14 of Nepal’s Consumer Protection Act, 2075, eligible goods may generally be returned within 7 days from purchase, subject to the conditions and exceptions provided by law.

Where a product is supplied in sealed packaging and the original seal remains completely intact, the product may be returned or exchanged within 15 days, subject to applicable law and proof of purchase.

2. When You Should Contact Us

Please contact us if:

• You received the wrong product.
• An item you paid for is missing from your order.
• Your product arrived damaged, leaking, broken or with compromised packaging.
• The product was expired at the time of delivery.
• The product appears to have a genuine quality or food-safety issue.
• The product delivered is materially different from the product you ordered.

For damage, leakage, missing products or other delivery-related issues, we ask customers to contact us preferably within 48 hours of delivery. This helps us investigate transport and packaging issues quickly.

This 48-hour request does not remove or reduce any consumer rights available under applicable Nepalese law.

3. Food Products, Opened Products & Broken Seals

Because Anjuli Foods sells edible products including cold-pressed oils, freeze-dried fruits, spices, infused oils and other foods, food safety and hygiene are important considerations when processing returns.

Returns or exchanges may generally not be accepted where:

• The product has already been used or consumed.
• The original seal has been broken.
• The customer has altered the quality, quantity or condition of the product after purchase.
• The product has deteriorated because it was stored or handled incorrectly.
• The product is of a nature that must be consumed within a limited period and that period has expired.
• The product falls within another return exception permitted under applicable law.

4. Change-of-Mind Returns

If you simply change your mind, please keep the product unused, unopened and in its original condition together with your invoice or proof of purchase.

Eligible returns will be handled in accordance with the time limits and conditions prescribed by Nepal’s Consumer Protection Act, 2075.

5. Natural Variation Is Not Necessarily a Defect

Many Anjuli Foods products are natural and minimally processed. As a result, natural variation between batches may occur.

Differences in colour, aroma, flavour, texture or appearance do not necessarily mean that a product is defective.

For example, cold-pressed and unrefined oils may naturally contain sediment, appear slightly cloudy, or vary in colour depending on the seeds, nuts or ingredients used.

Freeze-dried fruits may also naturally vary in size, colour, sweetness, shape and texture because agricultural products are not identical from harvest to harvest.

6. How to Make a Complaint or Return Request

Please contact our Customer Care team at: customer.care@anjulifoods.com

Please include:

• Your full name.
• Your order number or proof of purchase.
• The name of the affected product.
• A short description of the problem.
• Clear photographs or video where relevant.
• A photograph of the batch number, manufacturing date or expiry/best-before information where requested.

Please keep the product and its original packaging until your complaint has been reviewed. We may request the product to be returned for inspection.

7. Replacement, Exchange or Refund

Once an eligible return or complaint has been reviewed, the appropriate remedy may include:

• A replacement product.
• An exchange for an eligible product of equivalent value.
• A refund of the applicable purchase price.
• Another remedy agreed with the customer where appropriate.

Where a product is defective, damaged, incorrectly supplied or otherwise the responsibility of Anjuli Foods, reasonable costs associated with replacement or return will not be charged to the customer.

Approved refunds will normally be returned through the original payment method where reasonably practicable, or through another payment method agreed between Anjuli Foods and the customer.

8. Proof of Purchase

Please retain your invoice, receipt, online order confirmation or other proof of purchase. Proof of purchase may be required when requesting a return, exchange or refund.

9. Delivery Damage

If your parcel appears damaged when it arrives, please take photographs of the outer packaging and the affected product before disposing of any packaging.

Contact us as soon as reasonably possible at customer.care@anjulifoods.com .

10. Incorrect Storage or Handling

We may not be able to provide a refund or replacement where deterioration has occurred because the product was stored or handled contrary to the storage instructions provided on the product or packaging.

This can include inappropriate exposure to heat, direct sunlight, moisture or air, or failure to refrigerate a product where refrigeration is specifically required.

11. Products Purchased from Retail Partners

If you purchased an Anjuli Foods product from an independent retailer, store or other authorised retail partner, you may first contact the retailer from whom you purchased the product and provide your proof of purchase.

If your concern relates to the quality or safety of an Anjuli Foods product, you are also welcome to contact us directly at customer.care@anjulifoods.com .

12. Consumer Rights in Nepal

Nothing in this policy is intended to exclude, restrict or override any rights or remedies available to consumers under applicable laws of Nepal.

This policy should be read together with the Consumer Protection Act, 2075 (2018), including provisions relating to consumer rights and the return of goods, and applicable food-safety legislation including the Food Hygiene and Quality Act, 2081.