Refund and Return Policy

Effective Date: January 24, 2026

Last Updated: January 24, 2026

Introduction

At Sub Telecom, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, and we are committed to making your shopping experience as seamless as possible. This Refund and Return Policy outlines the terms and conditions under which you can return products and request refunds through our e-commerce mobile application.

This policy complies with applicable consumer protection laws in Nepal and adheres to the requirements of Google Play Store and Apple App Store.

1. Order Cancellation Policy

1.1 Cancellation Before Order Confirmation

You may cancel your order at any time before it has been confirmed by the Sub Telecom team. Once you place an order, it enters our processing queue, and you will have the opportunity to cancel it during this window.

How to Cancel:

1. Navigate to "My Orders" in the Sub Telecom App
2. Select the order you wish to cancel
3. Click the "Cancel Order" button
4. Confirm your cancellation

Alternatively, you can contact our customer support team directly:

1. Email: info@subtelecom.com.np
2. Phone: +977 985-1013509
3. Business Hours: Monday - Saturday, 9:00 AM - 8:00 PM NST

1.2 Cancellation After Order Confirmation

Once your order has been confirmed by our team and is being prepared for shipment, cancellation may not be possible. However, you may still return the product after delivery according to our return policy outlined below.

Refund for Cancelled Orders:

If your order is successfully cancelled before confirmation, a full refund will be processed to your original payment method within 5-7 business days.

2. Return and Refund Eligibility

2.1 Eligible Products for Return

We accept returns for products that meet the following criteria:

1. The product was purchased through the Sub Telecom App
2. The return request is initiated within 7 days of delivery
3. The product is in its original condition, unused, and with all original packaging, tags, accessories, and documentation intact
4. The product is not damaged due to misuse or mishandling by the customer

2.2 Non-Returnable Items

Certain products cannot be returned for hygiene, safety, or other reasons:

1. Products that have been used, worn, or altered
2. Products with damaged or missing original packaging
3. Personalized or customized products
4. Products marked as "Non-Returnable" on the product page
5. Perishable goods or items with expiration dates

If you have questions about whether a specific product is eligible for return, please contact our customer support team before making a purchase.

3. Return Process

3.1 How to Initiate a Return

To return a product, follow these simple steps:

Step 1: Submit a Return Request

1. Open the Sub Telecom App
2. Go to "My Orders" and select the order containing the product you wish to return
3. Click "Request Return" and select the reason for return
4. Upload clear photos of the product (if applicable) showing any defects or issues
5. Submit your return request

Step 2: Return Approval

1. Our team will review your return request within 24-48 hours
2. You will receive a notification in the App and via email regarding the approval status
3. If approved, you will receive return instructions and a return authorization number

Step 3: Product Pickup or Drop-off

1. For Kathmandu Valley: Our courier partner will arrange a free pickup from your address within 1-2 business days
2. For locations outside Kathmandu: You may be required to ship the product to our return center. Return shipping costs will be reimbursed for defective or incorrect products

Step 4: Inspection and Refund

1. Once we receive the returned product, our quality team will inspect it within 2-3 business days
2. If the product meets our return criteria, your refund will be processed

3.2 Return Address

Sub Telecom Returns Department

Kathmandu, Nepal

Email: info@subtelecom.com.np

Phone: +977 985-1013509

4. Refund Process

4.1 Refund Methods

Refunds will be processed to your original payment method:

1. Credit/Debit Card: Refund will be credited to the same card used for purchase
2. Digital Wallets: Refund will be credited to your wallet account
3. Cash on Delivery (COD): Refund will be processed via bank transfer to your provided bank account details

4.2 Refund Timeline

1. Refund Initiation: Within 2-3 business days after product inspection and approval
2. Credit/Debit Card Refunds: 7-10 business days (depending on your bank's processing time)
3. Digital Wallet Refunds: 3-5 business days
4. Bank Transfer Refunds: 5-7 business days

You will receive email and in-app notifications at each stage of the refund process.

4.3 Refund Amount

1. Full Refund: You will receive a 100% refund of the product price if the return is due to product defect, damage during shipping, or incorrect product delivery
2. Shipping Charges: Original shipping charges are non-refundable except in cases where the product is defective or incorrect
3. Return Shipping: For defective or incorrect products, return shipping costs will be reimbursed or waived

5. Special Circumstances

5.1 Defective or Damaged Products

If you receive a product that is defective, damaged, or not as described:

1. Contact us immediately at info@subtelecom.com.np or +977 985-1013509
2. Provide clear photos and a description of the issue
3. We will arrange for a replacement or full refund, including shipping charges
4. Priority processing will be given to such cases

5.2 Wrong Product Delivered

If you receive an incorrect product:

1. Contact our customer support within 48 hours of delivery
2. We will arrange immediate pickup and replacement at no additional cost
3. A full refund will be provided if replacement is not possible

5.3 Missing Items

If your order is missing items:

1. Verify your order details in the App
2. Contact us within 48 hours of delivery
3. We will either ship the missing items immediately or provide a partial refund

6. Exchange Policy

Currently, Sub Telecom does not offer direct product exchanges. If you wish to exchange a product for a different size, color, or model:

1. Return the original product following our return process
2. Once the refund is processed, place a new order for the desired product

We are working on implementing a direct exchange feature in future updates to make this process more convenient.

7. Refund Tracking and Notifications

7.1 Order and Refund Status Updates

We keep you informed throughout the entire return and refund process:

1. In-App Notifications: Real-time updates on return request status, product pickup, inspection results, and refund processing
2. Email Notifications: Detailed updates sent to your registered email address
3. SMS Alerts: Important status changes sent via text message (if opted in)

7.2 Track Your Refund

You can track your refund status at any time:

1. Open the Sub Telecom App
2. Navigate to "My Orders"
3. Select the returned order
4. View detailed refund status and timeline

8. Customer Support

Our dedicated customer support team is here to assist you with any questions or concerns regarding returns and refunds.

Sub Telecom Customer Support

Email: info@subtelecom.com.np

Phone: +977 985-1013509

Business Hours: Monday - Saturday, 9:00 AM - 8:00 PM NST

Address: Kathmandu, Nepal

For urgent matters or issues that require immediate attention, please call us during business hours. For non-urgent inquiries, email support is available 24/7, and we will respond within 24 hours.

9. Important Notes

9.1 Inspection Rights

Sub Telecom reserves the right to inspect all returned products to ensure they meet our return eligibility criteria. Returns that do not meet these criteria may be rejected, and the product will be shipped back to you at your expense.

9.2 Refund Rejections

Refunds may be denied if:

1. The product shows signs of use, wear, or damage caused by the customer
2. The product is returned without original packaging, tags, or accessories
3. The return request is made after the 7-day return window
4. The product falls under the non-returnable category

If your refund is denied, we will notify you with a detailed explanation and return the product to you.

9.3 Fraudulent Returns

We take fraudulent return activities seriously. Any attempt to abuse our return policy, including returning used products as new, returning counterfeit items, or making false claims, may result in:

1. Refund denial
2. Account suspension or termination
3. Legal action in severe cases

10. Policy Updates

Sub Telecom reserves the right to update or modify this Refund and Return Policy at any time. Any changes will be effective immediately upon posting the updated policy in the App and on our website. We will notify users of significant changes via email and in-app notifications.

Last Updated: January 24, 2026

We encourage you to review this policy periodically to stay informed about our return and refund procedures.

11. Governing Law

This Refund and Return Policy is governed by the laws of Nepal. Any disputes arising from returns or refunds will be subject to the exclusive jurisdiction of the courts in Kathmandu, Nepal.

12. Contact Information

For any questions, concerns, or assistance regarding this Refund and Return Policy, please contact us:

Sub Telecom

Email: info@subtelecom.com.np

Phone: +977 985-1013509

Business Hours: Monday - Saturday, 9:00 AM - 8:00 PM NST

Address: Kathmandu, Nepal

Thank you for choosing Sub Telecom. We value your business and are committed to providing you with the best shopping experience possible.