Refund & Return Policy

Quick Summary

7 Days

Return window after delivery

3–5 Days

Refund processing time

24 Hours

Service cancellation window

01

Product Returns

You may return a physical product within 7 days of delivery if any of the following apply:

The product is damaged or defective on arrival
The product received is significantly different from what was described in the listing
The wrong item was delivered
The item is incomplete (missing parts clearly stated in the listing)

Items must be returned in their original condition and packaging
Items must not have been used, altered, or damaged by the Customer
Return requests must include photo evidence of the issue
Perishable goods (food, flowers, etc.) cannot be returned — disputes must be raised within 2 hours of delivery
Custom-made or personalised items cannot be returned unless defective
Digital products and downloads are non-returnable once accessed

02

Before service confirmation: Full refund within 3–5 business days
Within 24 hours of booking: Full refund if service has not yet been performed
After 24 hours but before service date: Partial refund at the Vendor's discretion (minimum 50% refund required)
Same-day cancellations: Refund at Vendor's discretion; no refund if the Provider has already travelled to the site

03

1

Go to your Orders page

Find the order in question. Click "Report Issue" or "Request Refund" within 7 days of delivery.

2

Describe the issue & attach evidence

Explain what went wrong and upload photos of the damaged/wrong item. The clearer your evidence, the faster the resolution.

3

Vendor response (48 hours)

The Vendor has 48 hours to respond and accept or dispute the return. If no response, Threelok steps in automatically.

4

Refund issued

Once approved, refunds are processed to your original payment method within 3–5 business days.

If you cannot access the Orders page, email contactthreelok@gmail.com with your order number, issue description, and photos.

04

Situation	Who is Responsible
Wrong or damaged item delivered	Vendor — full refund required
Vendor doesn't fulfil the order	Vendor — full refund issued by Threelok
Payment processed but order not confirmed	Threelok — full refund within 24 hours
Customer changed their mind (product fine)	Customer bears return shipping; refund minus fees
Service quality below reasonable expectation	Threelok mediates; Vendor may be required to refund
Platform technical error (double charge)	Threelok — full refund within 24 hours

05

The following are not eligible for a refund except in cases of Vendor fraud or platform error:

Platform service/convenience fees (except where the order is cancelled before confirmation)
Perishable goods after 2 hours of delivery
Digital downloads once accessed or downloaded
Custom-made or personalised items (unless defective)
Services already fully rendered to the Customer's satisfaction
Booking fees for no-show cancellations on the day of service

06

If a refund request is denied by the Vendor and you believe the denial is unjustified, you can escalate to Threelok:

Contact us at contactthreelok@gmail.com or call +977 9848458540 with your order number
Threelok will review all evidence provided by both parties within 5 business days
Threelok's decision is binding on the Vendor as a condition of listing on the platform
If you are still unsatisfied, you may contact the Department of Commerce, Supplies and Consumer Protection, Nepal

See our Help & Complaints page for full contact options.