RETURN & EXCHANGE POLICY
At Ocean Trekking Gear, we are committed to providing quality trekking and outdoor gear with fair and transparent after sales service. This policy applies to purchases made at our physical store and through our official online sales channels.
1. 7-Day Exchange Period
Eligible products may be exchanged within 7 days from the date of purchase.
For online orders, the 7-day exchange period begins from the date the product is delivered to the customer.
Exchange requests made after the 7-day period cannot be accepted.
To qualify for an exchange:
- The product must be unused, unworn and unwashed.
- The product must be in its original, saleable condition.
- All original tags, packaging, accessories and components must be intact.
- A valid receipt, invoice or other proof of purchase must be provided.
- The product must pass our inspection before the exchange is approved.
2. Exchange Value & Price Difference
All exchanges are based on the original purchase value of the product being exchanged.
If the New Product Costs More
The customer may select a higher-priced product and pay the difference.
For example, if the original product was NPR 5,000 and the new product is NPR 6,000, the customer pays the additional NPR 1,000.
If the New Product Costs Less
If the selected replacement costs less than the original purchase value, the remaining balance will not be refunded in cash.
The customer must select an additional product or products so that the total exchange value is equal to or greater than the original purchase value.
For example, if the original purchase was NPR 5,000 and the replacement product costs NPR 4,000, the customer must select additional merchandise to use the remaining NPR 1,000 value.
If the final selection exceeds NPR 5,000, the customer simply pays the additional difference.
No cash refund or cash balance will be provided for unused exchange value.
3. Exchange Hours & Nepali Business Tradition
As a Nepali business, Ocean Trekking Gear respectfully observes the traditional practice of Bohani, representing the first sale of the business day.
For this reason, we normally process exchanges after 11:00 AM.
Customers who need to exchange an item before 11:00 AM are still welcome to do so. In respect of this tradition, you may make a small voluntary purchase or contribution of any amount. There is no fixed minimum, and even NPR 5 is acceptable.
This is not an exchange fee or service charge. It is simply a traditional practice we respectfully maintain as part of our local business culture.
We appreciate your understanding and respect for this tradition.
4. Returns & Cash Refunds
Ocean Trekking Gear generally follows an exchange rather than cash-refund policy for change-of-mind purchases.
Cash refunds are not provided simply because a customer changes their mind, no longer requires the product or selects a replacement product of a lower value.
Where there is a genuine manufacturing defect, an incorrectly supplied product, or another issue covered by applicable consumer protection law, our team will inspect the product and provide an appropriate solution in accordance with applicable requirements.
5. Non-Exchangeable Items
Unless otherwise required by applicable law, products cannot be exchanged if:
- More than 7 days have passed since the applicable purchase or delivery date.
- The product has been used, worn, washed or altered.
- The product has been damaged after purchase.
- Original tags, packaging, accessories or components are missing.
- The product is no longer in its original saleable condition.
- Damage has resulted from misuse, improper care or normal wear and tear.
- The product is a hygiene-sensitive or personal-use item that cannot reasonably be resold.
- The product was clearly sold under separate final-sale conditions.
6. Online Purchases
For online purchases, customers must contact Ocean Trekking Gear within 7 days of receiving the product to request an exchange.
Customers should contact us before sending any product back.
Where the exchange is due to a change of size, preference or other non-defect reason, applicable delivery, courier and return shipping costs may be the customer's responsibility.
7. In-Store Purchases
For purchases made at our physical store in Thamel, Kathmandu, eligible exchange requests must be made within 7 days of the original purchase date.
Please bring the product together with the original receipt, invoice or other acceptable proof of purchase.
8. Inspection & Approval
All exchanges are subject to inspection and approval by the Ocean Trekking Gear Team.
We reserve the right to decline an exchange where the product does not meet the conditions stated in this policy, subject to applicable consumer protection laws.
Nothing in this policy is intended to restrict any rights or remedies available to customers under applicable laws of Nepal.
Need Assistance?
If you have any concerns regarding a product purchased from us, please contact our team as soon as possible. We will be happy to inspect the product and assist you according to this policy.
OCEAN TREKKING GEARBuilt for Adventure.
Thamel, Kathmandu, Nepal
Phone / WhatsApp: +977-9818510275
Email: [email protected]
Website: www.oceantrekkinggear.com
Website: www.oceantrekkinggear.com.np
