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Return & Refund Policy


How To Return a Product

  • Sign in to your Diyomart Account, select My Orders.

  • Select the order you wish to return and click on the Manage Order button.

  • Click on Return Items.

  • Fill in the Return Form. The available return options (pickup/drop-off) will be displayed in this form.

  • Pack your Diyomart parcel securely, with the product in the original and undamaged manufacturer’s packaging as delivered to you and secure the Return Label on top of the return package.

  • Head to your nearest drop-off point or wait for collection by our pick-up service.

    Conditions for Returns

    1. The product must be unused, unworn, unwashed and without any flaws. Fashion products can be tried on to see if they fit and will still be considered unworn. If a product is returned to us in an inadequate condition, we reserve the right to send it back to you.
    2. The product must include the original tags, user manual, warranty cards, freebies and accessories.
    3. The product must be returned in the original and undamaged manufacturer packaging / box. If the product was delivered in a second layer of Diyomart packaging, it must be returned in the same condition with return shipping label attached. Do not put tape or stickers on the manufacturers box.

Return Policy

Conditions for Returns

  1. The product must be unused, unworn, unwashed and without any flaws. Fashion products can be tried on to see if they fit and will still be considered unworn. If a product is returned to us in an inadequate condition, we reserve the right to send it back to you.
  2. The product must include the original tags, user manual, warranty cards, freebies and accessories.
  3. The product must be returned in the original and undamaged manufacturer packaging / box. If the product was delivered in a second layer of Diyomart packaging, it must be returned in the same condition with return shipping label attached. Do not put tape or stickers on the manufacturers box.

You will always find the relevant terms on the product page (Return Policy tab).

Please note that certain items marked as non-returnable on product page are not eligible for return. For more information view the complete list of non-returnable items.

Please note that this policy does not apply to “Overseas Products”,
“Click Here” to view the policy for Overseas Products.

Valid reasons to return an item

  1. Delivered Product is damaged (physically destroyed or broken) / defective (dead on arrival)
  2. Delivered Product is incorrect (presentation different on website) / incomplete (missing parts)
  3. Delivered Product is “No longer needed” (you no longer have a use for the product / you have changed your mind about the purchase / the size of a fashion product does not fit / you do not like the product after opening the package) – eligible for selected products only

Conditions for Returns

 

    1. The product must be unused, unworn, unwashed and without any flaws. Fashion products can be tried on to see if they fit and will still be considered unworn
    2. The product must include the original tags, user manual, warranty cards, freebies and accessories
    3. The product must be returned in the original and undamaged manufacturer packaging / box. If the product was delivered in a second layer of Diyomart packaging, it must be returned in the same condition with return shipping label attached. Do not put tape or stickers on the manufacturers box

NOTE: 

    It is important to print out and paste the return label on your return parcel to avoid any inconvenience/delay in process of your return.

If a product is returned to us in an inadequate condition, we reserve the right to send it back to you.

Diyomart items: 14 Days; Return and refund.

Non-Diyomart items: 7 Days; Return and refund.

Not eligible for return if the item is “No longer needed”

If your item arrived in defective / damaged or incorrect / incomplete condition, it is eligible for a free refund.

Other Peripherals & Accessories

Diyomart items: 14 Days; Return and refund.

Non-Diyomart items: 7 Days; Return and refund.

Not eligible for return if the item is “No longer needed”

If your item arrived in defective / damaged or incorrect / incomplete condition, it is eligible for a free refund.

Software

Non-returnable

Diyomart items: 14 Days; Return and refund For Fashion, Textiles & Accessories.

Non-Diyomart items: 7 Days; Return and refund.

Not eligible for return if the item is “No longer needed”

If your item arrived in defective / damaged or incorrect / incomplete condition, it is eligible for a free refund.

Refund Policy

Issuance of Refunds

If your product is eligible for a refund, you can choose your preferred refund method based on the table below. The shipping fee is refunded along with the amount paid for your returned product.

The time required to complete a refund depends on the refund method you have selected. Once we have received your product (2-3 working days) and it has undergone a quality control (1-2 working days), the expected refund processing times are as follows:

Payment Method Refund Option Refund Time
Cash on Delivery (COD) Refund Voucher 1-2 working days
Bank Deposit 4-5 working days
Diyomart Voucher Refund Voucher 1-2 working days
Card Payment
Debit Card Bank Deposit 10 working days
Credit Card To be credited to card 10 working days

Important Note: The Voucher discount code can only be applied once. The leftover amount will not be refunded or used for next purchase even if the value of order is smaller than voucher value.

Terms & Conditions

PRODUCT WARRANTY

We want you to love our products as much as we do. All items we ship have successfully
passed our rigorous Quality Control inspections. Our warranties ensure you have a
fantastic gadget experience while giving you total peace of mind. Most items sold by
diyomart.com are covered by the following comprehensive product warranties. If, in an
unlikely situation you are not covered, please check our Warranty Exemptions and
Notes below.

7 Day Dead on Arrival (DOA) Guarantee
If your item arrives damaged or is not working, please follow the warranty process and
contact our Support Center for Return Merchandise Authorization (RMA) within 7 days of
the order being received. After returning the product to the address provided by our
support team, we can send you a new item free of charge (we will reimburse you the return
shipping cost)
Special Notes:
1. Customers must first send a clear photo or video of the damaged or defective product
and the shipping packaging before we can consider issuing RMA authorization. Please use
good lighting and a close to medium distance, so we can identify and verify the issue(s).
Attachment size must be under 10MB for the support center, please send larger
attachments to: info@diyomart.com.
2. Product returns must be via one of Diyomart.com approved shipping methods; our
support center can provide you with further details.
One Year Repair Warranty
Warranty period is one year starting from the date you receive the goods, during which
Unless otherwise noted on the product page, the default product you are eligible for free
repair. Any free repair needs to be confirmed with the manufacturer via Customer Service.
Customers must pay the shipping fees for returning the item accordingly, while we will
cover the shipping fees to send the repaired item back to the customer. If the buyer has
damaged/misused the item(s), it will not be eligible for free repair, however customers can

return it at their own cost and pay a fee for the repair. Return shipping fees will be the
customer’s responsibility in such cases.

Warranty Exemptions and Notes
1 Natural product degradation through wear and tear, along with breakage/damage
during use, is solely the customer's responsibility and is not covered by our
warranties.
2 If the customer has damaged/misused the item(s), the product's warranty is
immediately rendered void. No compensation is available in such cases. However,
customers are welcome to contact us to purchase a replacement or spare parts (if
applicable). We will charge the original value of the components and a shipping fee
to dispatch them.
The customer voids the warranty if they:
 Flash the firmware of a device or root a device
 Open the body in an attempt to fix the device
 Modify, remove, customize, or swap parts of the product
 Use the device in a way that it is not originally intended for
 Continue to use the item once a fault occurs and causes more damage

3. All returns must first be authorized by Diyomart's Support Team prior to return. Please
kindly refer to the following steps in " How to a request warranty" below. For incomplete
warranty requests, Diyomart reserves the right to refuse any compensation. If the
customer has returned the package without prior authorization (RMA form), sends to the
wrong address, returns an incorrect item, or submits an empty package, then again
Diyomart reserves the right to refuse any compensation.

How to request warranty (return, repair and refund)?
If your item has an issue, please first submit a ticket to our Support Center

Please carefully follow our warranty process to minimize any delays:
1 Describe the problem with your item in detail: What happened? When? How? Please
also state your full order number and product code (Purchase order code number).
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the item code indicated on the outer packaging.
4. Send a clear photo or video showing the defect(s); these should be taken under good
lighting.

NOTE: Photos/videos should ideally be clear and focused, taken under good lighting
conditions, and from a close to medium distance. This allows us to identify and verify the
issue(s). We will always do our very best to help you. Thank you in advance for providing
all the information stated above.
Other special product warranty
1. This applies to: clothing, shoes, watches & jewelry, flashlights, phone and tablet
accessories, drink ware, home gadgets, home decors, party supplies and home
textiles.
Returns for the above categories can only be accepted within 7days from the date
you received the item. This is for exchange or store credit only if they arrive
damaged, faulty, or are the wrong item. Relevant merchandise must be returned
unworn with tags intact along with a completed RMA form.
2. All Diyomart products are strictly quality controlled prior to dispatch.
Due to their nature and intended usage, product categories include: electronics,
gifts, sports and toys, fashion and accessories.
Lifetime Technical Support
Reliable, helpful and flexible, Diyomart offers basic technical support over the
lifetime of your products. Buy with confidence and enjoy the support you deserve.

RETURN AND REFUND POLICY

If your product arrives damaged or is not working, you can return it to us within 7 days
after delivery.
If the item is still within the validity period of this warranty:
We will reimburse you for the return shipping fees after the defective item has arrived in
our warehouse. Any further costs incurred during the return process will be at the
customer’s expense.

Conditions for refund
 If quality of product is change
 Any changes occur in brand
 If change product
 Damage and breakage

Return a DOA (dead on arrival) item

If the item arrived broken, please contact us within 7 days from the delivery date and
follow the procedure for the 7 Days.
If the item has a high value, we may ask you to return it. Please include all of its accessories,
like cables, chargers, batteries, in the returned parcel. If an accessory or component is
missing, we will ask you to pay for it. All the return shipping fees will be covered by us.

Return a defective item
We will do our best to ensure that the products shipped to our customers are in their best
conditions. If your product turns out to be defective, please provide us with the following
proofs:
– This clause does not include products of a category with specific warranty terms as well
as damages caused by incorrect usage of a product.

 Photos of the front and the back of the package or box;
 Partial shipment slips (if applicable);
 Photo or video of the defective item;
 Photo or video and a detailed description of the problem;

Return unsatisfactory products
If you are not satisfied with your purchase, you can return a product within 7 days after
delivery to receive a replacement or a refund of its price minus the shipping fees. If the
return is not a result of our error, customers will be required to cover shipping cost both
ways.

How can I return the defective item to Diyomart?
Please contact us before returning a defective item in order to receive the return
shipping address and other instructions.
Important Notes
All customers should contact Customer Service Department for approval before sending
anything to us before returning any item(s). Diyomart will not be responsible for
returned item(s) without notifying us in advance.

Below are some further suggestions and important reminders:
– Keep all the packaging materials and shipping notes, which may be necessary for
processing your return request;
– After mailing back the product, please send us the tracking number and a copy of the
shipping receipt; if we cannot receive this information, we will have to wait until when
the product arrives in our warehouse.
– Refunds will be arranged to the same payment method you used to place this order. All
the intermediary handling fees and bank processing fees will be at the customer's
expense;

– You can refuse to sign for a package if you notice it is broken or open. Accepting a
broken or damaged package can affect your return request;
– If you want to avoid paying high import duties on the return package, please avoid
selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones;
– We can arrange a refund or a replacement of the product after receiving the defective
item;
– Please place a note inside the return package by including the following details (this will
accelerate your return request):
– You are also liable for any import duties or taxes incurred during the return process

Received the wrong item
If you received the wrong item, you can:
 Exchange it for the new correct item;
Please contact our customer service and send us the details about the wrong item within 7
days after delivery. We will resend the correct item for free or refund you the full price.
Note: All returned items must be in brand-new condition, unused, unwashed and with
original tags and packaging.

ORDER CANCELLATION POLICY

Dear valid Customer, you can cancel your orders on the following conditions.
 Before Clearing the Bank transaction amount to
 Before delivery order issued
 Before invoice issued
 Before dispatch from vendor to customer
 Delay in delivery due to our reasons
Note: Customer cannot cancelled their order due to delay in delivery cause by the
natural disaster (landslide, flood, earthquake,etc), strike, etc

RETURN POLICY

This type of products cannot be returned due to their heavy weight and high shipping fees.
We will offer parts replacement, technical support or repair if a fault develops.
If accessories are defective for non-artificial reasons within seven days from the delivery
date, please send us photos or a video showing the issue, then we can arrange to resend or
refund once we have confirmed the issue. Artificial factors such as dis-assembly, misuse,
drops or falls, water damage, unofficial firmware, software modifications or any others
causes of damage are not covered by this warranty.

Non-Returnable conditions
Product we will not accept returns in the following conditions:
1. Items outside the 7-day warranty time-frame.
2. Washed, worn, used or misused items.
3. Items under the following categories: Sale, Swimwear, Lingerie, and Earrings. These
items are not covered by the warranty for hygiene reasons.

All returns must be confirmed via the ticket center. Returned items without Return
Merchandise Authorization (RMA) will not be accepted.
Sizing issues
In the apparel business, we may note slight size differences between brands and
manufacturers. It is important you check the size chart and size conversion chart on the
product before ordering.
If we have shipped you the wrong size by mistake, we will either refund you in full or send
you an item with an alternative size (if applicable). If you choose the wrong size, Diyomart
will offer an exchange or refund for customers, but please note that shipping costs to return
the items are at the customer's expense.

Return Shipping Fees.
1. Shipping fees to return the items are at the customer's own expense.
2. Please consult your local post office to confirm the actual return shipping fee. We advise
you use the cheapest registered airmail method that is available.

REPORT SECURITY ISSUES

Report Security Issues
If you have found a security vulnerability on Diyomart, we encourage you to message us
immediately. We will review all legitimate vulnerability reports and will do our utmost to
quickly resolve the issue. Before you report, please review this document, including basic
principle, bounty program, reward guidelines, and what should not be reported.
Basic Principle
If you comply with the principles below when reporting a security issue to Diyomart, we
will not initiate a lawsuit or law enforcement investigation against you in response to your
report. We ask that:

1.You give us reasonable time to review and repair an issue you report before making
public any information about the report or sharing such information with others.
2.You don’t interact with an individual account (which includes modifying or accessing
data from the account) if the account owner has not consented to such actions.
3.You make a good faith effort to avoid privacy violations and disruptions to others,
including (but not limited to) destruction of data and interruption or degradation of our
services.
4.You do not exploit a security issue you discover for any reason. (This includes
demonstrating additional risk, such as attempted compromise of sensitive company data or
probing for additional issues.)
5.You do not violate any other applicable laws or regulations.

Contact us
Thank you for supporting DIYOMART TECHNOLOGY.COM LIMITED.
We are always pleased to hear from our customers (even if it is a complaint). We are
always grateful for any time you spend providing us with the knowledge we need to ensure
our customers are completely satisfied.
Please contact us if you have any questions, comments or complaints if you believe that
Diyomart has not handled your personal data properly or that it has breached its privacy
obligations, your complaint may be directed at Diyomart’ Technology Service Department
at data@diyomart.com
The Technology Service Department will investigate any complaint and notify the
individual of the outcome of the investigation within a reasonable period. Diyomart has set
up Data Protection Officer(DPO) to provide professional analysis about personal data
processing. Whenever you need help directly from our DPO, please inform us of your
requirement.
If your complaint must be solved immediately while the Technology Service Department
has not made a response to you, please do not hesitate to reach the Live Support Service
provided by our Customer Service Department. Your complaint will be instantly reported
to relevant department and investigated.
You are also free to reach us via E-mail.
info@diyomart.com
Contact us on: +977-9801010188,
Shiva Shristi Enterprises, All in One Mart, 2nd floor, Minbhawan-10, Baneshwor,
Kathmandu
The Diyomart Team will spare effort to protect your rights and solve your problems.

SHIPPING COST

What is the shipping cost?
The price depends on the weight of product, the origin, the destination, the shipping
method and warehouses, and other considerations. Detailed pricing information is visible
when placing an order.
Choose the correct destination and warehouse, then select the shipping method, to obtain
an accurate shipping cost.
The estimated shipping Cost per unit.

Shippin
g Type

Country or Region Rate(Rs
)
Within Kathmandu Ringroad 50
Within Kathmandu Valley 100
Within Country 500
Outside Country Economic 600
Outside Country Express 3000

If you order product in bulk size, the shipping cost will be negotiable
Discount rate
Order Unit Discount%
1 Unit 0
10 Unit Order 10
20 Unit Order 30
100 Unit and Over 60

About customs tax
Taxes may apply for imported goods/services and is regulated by the country law.
Diyomart is not responsible for any tax invoice charged on its products. Shipping rates are
estimates and may depend on different policies and tax rates applied per country. Please
contact local customs for clarity and information.

I cannot find a product on your website anymore. Is it still available?
If you cannot find a product on our website, it might be discontinued and we will probably
not sell it anymore.
Where can I find more information about the features of a product?
Please do not hesitate to contact us if you have any questions about our products.

Remote Areas – Delivery
Can couriers deliver to remote areas?
Yes, wherever you are, we will be able to deliver the products to you.