At Prime Home Solutions, we ensure your living spaces are perfect. Our return, exchange, and refund policies strictly align with the Consumer Protection Act, 2075 (2018) of Nepal to guarantee a transparent and lawful shopping experience.
1. The 7-Day Return Window (Legal Right to Return)
Under Section 14 of the Consumer Protection Act, 2075, you have the absolute right to return or exchange standard furniture pieces within 7 days of delivery if you are unsatisfied with the product, provided the following conditions are met:
- Original Condition: The furniture must be completely unused, unaltered, and free of any user-inflicted scratches, stains, or structural damage.
- Proof of Purchase: You must present the original cash memo, invoice, or VAT Bill issued by Prime Home Solutions at the time of purchase.
2. Defective, Substandard, or Mismatched Items
If your furniture arrives with a manufacturing defect, material flaw, or does not match the exact design, material specifications, or dimensions advertised in our showroom or digital catalogs:
- You are legally entitled to a full refund or a direct replacement with an identical product.
- Zero Deductions: In compliance with Nepali law, we will not levy any restocking fees, cancellation charges, or administrative penalties for valid defect returns within the legal return window.
3. Clear Exceptions (Where Returns Do Not Apply)
According to consumer regulations in Nepal, returns, exchanges, or refunds cannot be processed in the following instances:
- Customized/Bespoke Furniture: Items custom-built, modified, or upholstered explicitly to individual measurements, fabric selections, or custom configurations requested by the consumer (unless delivered with structural manufacturing defects).
- User Damage: Any damages resulting from improper home handling, accidents, moisture exposure, or unauthorized assembly attempts after delivery.
- Missing Proof: Any claims initiated without an official receipt or bill.
- Past the Window: Standard remorse returns initiated after the legal 7-day period.
4. Warranty & Long-Term Care (Durable Goods Protection)
For durable components (such as mechanisms in recliners, hydraulic fittings in storage beds, or internal wooden frame structural integrity), remedies apply as specified under our product-specific warranty terms. During the active warranty period, Prime Home Solutions will honor commitments to repair, replace components, or compensate according to the specific warranty tier.
Legal Note for Consumers: The Consumer Protection Act prohibits retailers from forcing store credit or vouchers if a customer is legally eligible for, and demands, a cash/bank refund. For queries, adjustments, or to initiate a standard 7-day return request, contact the Prime Home Solutions support desk or visit our Kathmandu storefront with your VAT invoice.
