Refund Policy

Effective Date: 01-05-2026

At eAlpha (“eAlpha,” “we,” “our,” or “us”), operated by Alpha Technology Pvt. Ltd., customer satisfaction and trust are at the core of our marketplace. As Nepal’s dedicated online electronic multivendor marketplace, we aim to ensure a fair, transparent, and customer-friendly refund process while maintaining accountability among verified vendors. This Refund Policy outlines the terms and conditions for returns, refunds, cancellations, and related requests made through our platform.

1. General Refund Eligibility

Customers may be eligible for a refund under the following circumstances:

1. The product received is damaged, defective, or non-functional upon delivery
2. The wrong product was delivered
3. The product significantly differs from the description or specifications provided
4. The order was canceled before shipment confirmation
5. The product is missing essential parts or accessories
6. Vendor fails to fulfill the order within the committed timeframe (subject to review)

Refund eligibility may vary depending on product category, vendor-specific conditions, warranty terms, and the nature of the issue.

2. Non-Refundable Items

Refunds may not be available for:

1. Products damaged due to customer misuse, mishandling, or unauthorized repairs
2. Products returned without original packaging, accessories, manuals, or proof of purchase
3. Items marked as non-returnable or final sale
4. Software, digital products, downloadable licenses, or activation codes once delivered
5. Change-of-mind returns where vendor policy does not permit it
6. Products with physical damage caused after successful delivery

3. Return Request Timeline

Customers must initiate a refund or return request within 7 days of receiving the product unless otherwise stated by the vendor or product-specific policy. Late requests may not be accepted.

4. Refund Request Process

To request a refund:

1. Log in to your eAlpha account
2. Go to your order history
3. Select the relevant order
4. Submit a refund or return request with a valid reason and supporting evidence (photos/videos if applicable)
5. Await vendor and platform review

eAlpha may assist in mediation between customer and vendor to ensure a fair resolution.

5. Inspection and Approval

Returned products may be inspected by the vendor or authorized service provider before refund approval. Refunds are processed only after verification of the reported issue and compliance with return requirements.

6. Refund Methods

Approved refunds will generally be processed through the original payment method used during purchase, such as:

1. Debit/Credit Card reversal
2. Mobile wallet refund
3. Bank transfer
4. eAlpha wallet/store credit (if applicable)

Refund processing times may vary depending on payment provider, banking systems, and vendor approval.

7. Shipping Costs

1. If the refund is due to vendor error, defective product, or incorrect delivery, return shipping costs may be covered by the vendor or eAlpha.
2. If the return is due to customer preference (where applicable), shipping costs may be non-refundable or deducted from the refund amount.

8. Order Cancellation

Orders may be canceled before shipment confirmation. Once shipped, cancellation may not be possible, and standard return procedures will apply. eAlpha reserves the right to cancel suspicious, fraudulent, or unavailable orders.

9. Vendor Responsibility

As a multivendor platform, vendors are responsible for product quality, authenticity, and fulfillment. eAlpha monitors vendor compliance but may not directly manufacture or stock all listed products. Vendors who repeatedly violate refund fairness standards may face suspension or removal.

10. Partial Refunds

In certain cases, partial refunds may be issued for:

1. Missing accessories
2. Minor product issues
3. Promotional discounts already utilized
4. Restocking or return handling fees (if applicable)

11. Dispute Resolution

If a customer and vendor cannot reach an agreement, eAlpha may review the case and make a platform-level decision based on evidence, platform policy, and fairness standards. eAlpha’s decision may be considered final for platform dispute management.

12. Fraud Prevention

Refund abuse, false claims, or fraudulent activity may result in refund denial, account suspension, or legal action.

13. Changes to This Refund Policy

eAlpha reserves the right to update or modify this Refund Policy at any time. Changes will be posted on the platform, and continued use of eAlpha services indicates acceptance of revised terms.

Contact Us

For refund-related questions, concerns, or requests, please contact:

eAlpha Marketplace

Alpha Technology Pvt. Ltd.

Address: KMC - 31, Kathmandu

Email: [email protected]

Phone: +977 9807070767

Website: www.ealpha.com.np

eAlpha is committed to building Nepal’s most trusted online electronics marketplace by ensuring transparency, fairness, and customer satisfaction in every transaction.