Exchange, Return & Refund Policy

This Exchange, Return, and Refund Policy explains the conditions under which Riders Choice Nepal accepts exchanges, returns, or refunds for products purchased through our website.

By placing an order, customers agree to the terms stated below.

1. Product Safety & Hygiene Policy

For safety and hygiene reasons, certain products such as helmets, balaclavas, riding masks, inner wear riding gear, and similar protective equipment cannot be returned once they have been used or worn.

These items are considered personal safety products, and returning used products may compromise safety standards for other customers.

Customers are therefore strongly advised to check product specifications, size, and suitability carefully before placing an order.

Requests for return, exchange, or refund due to change of mind will not be entertained.

The company reserves the right to approve or reject claims based on available evidence.

2. Exchange Policy (Within 24 Hours – Genuine Reason Required)

Customers may request an exchange within 24 hours of delivery only under the following genuine circumstances:

• The item delivered is different from the confirmed order.

• The product appears defective at the time of delivery.

• The product appears physically damaged upon opening.

• Size issues (where applicable and subject to stock availability).

To qualify for an exchange:

• The product must be unused.

• The product must be in its original packaging.

• All tags, accessories, and invoice must be intact.

• The exchange request must be submitted within 24 hours of delivery.

Exchange requests made after 24 hours will not be entertained.

Requests for exchange based on change of mind will not be entertained.

The company reserves the right to approve or reject claims based on available evidence.

3. Important Condition Regarding Damage or Defect

If a customer claims that a product is defective or damaged, the company will first determine whether the damage occurred:

• During manufacturing, or

• During courier transit.

If the damage is determined to have occurred during courier transit, the matter will be handled under the Courier Damage & Transit Liability 

Exchange or refund will only proceed after:

• Reviewing the unboxing video and supporting evidence, and

• Confirming that the damage did not occur due to courier mishandling after dispatch, unless courier liability is officially accepted.

Requests based on change of mind will not be entertained.

The company reserves the right to approve or reject claims based on available evidence.

4. No Return After Checked Delivery

Customers are strongly advised to inspect their order at the time of delivery.

Once the customer:

• Checks the product, and

• Accepts the delivery from the courier,

the order will be considered final and non-returnable.

Returns requested after accepting checked delivery will not be entertained, except in cases where valid evidence proves the product was incorrect or defective before dispatch.

Returns based on change of mind will not be entertained.

The company reserves the right to approve or reject claims based on available evidence.

5. Refund Policy

Refunds will only be issued under the following verified circumstances:

• The company sends a product different from the confirmed order.

• The product contains a verified manufacturing defect.

• The product was damaged prior to dispatch.

• The ordered product becomes unavailable or out of stock after confirmed payment.

If the return or exchange is required due to our error (wrong or defective item), the company will cover the return shipping cost.

If the request is due to other reasons outside verified company error, the customer will bear the shipping cost.

Refund processing time: 3–14 business days, depending on the payment method.

Refund requests based on change of mind will not be entertained.

The company reserves the right to approve or reject claims based on available evidence.

6. Non-Refundable Situations

Refunds will not be issued in the following situations:

• Customer changes their mind after purchase.

• Size dissatisfaction (exchange only if requested within 24 hours and eligible).

• Damage caused by customer misuse, negligence, or improper handling.

• Minor dents or damage to external packaging that do not affect product performance.

• Courier delivery delays outside the company’s control.

Refund or return requests based on change of mind will not be entertained.

The company reserves the right to approve or reject claims based on available evidence.

7. Evidence & Verification Requirement

To process any exchange or refund claim, customers must provide the following:

• Clear unboxing video (mandatory)

• Photos of the product and packaging

• Order invoice or order confirmation

The unboxing video must clearly show:

• The sealed package condition

• The courier label

• The complete opening process without cuts

• The actual condition of the product

Claims submitted without proper evidence may be rejected.

The company may also:

• Verify internal packing footage

• Review dispatch records

• Cross-check courier handling reports

Requests based on change of mind will not be entertained.

The company reserves the right to approve or reject claims based on available evidence.

8. Courier Damage & Transit Liability Clause

8.1 Courier Transit Damage

If a product is damaged during delivery:

• The customer must report the issue within 24 hours.

• Unboxing video proof is mandatory.

• The original packaging must be kept until verification is completed.

The company will investigate whether the damage occurred:

• Before dispatch, or

• During courier handling.

If the courier partner is responsible:

• A formal claim will be raised against the courier partner.

• Replacement or refund will only be processed after courier verification and confirmation.

Requests based on change of mind will not be entertained.

The company reserves the right to approve or reject claims based on available evidence.

9. Internal Packing & Dispatch Recording Policy

For fraud prevention and transparency:

All orders are recorded during packing and sealing.

Packing footage may include:

• Product condition before packing

• Order verification

• Sealing process

This footage may be used to verify claims regarding:

• Wrong item sent

• Missing items

• Pre-dispatch defects

Requests based on change of mind will not be entertained.

The company reserves the right to approve or reject claims based on available evidence.

10. Final Authority

All exchange, return, and refund claims are subject to:

• Internal verification

• Courier investigation

• Evidence review

• Applicable laws and regulations of Nepal

The company reserves the right to make the final decision regarding any claim based on investigation results and provided evidence.

Requests based on change of mind will not be entertained.

The company reserves the right to approve or reject claims based on available evidence.