Return Policy
Something not working out? You have 15 days to send it back or swap it for something else. We come and pick it up, and it costs you nothing.
Buying gear online is a bit of a leap of faith. We know that. So if what you ordered from Zookti Store (store.zookti.com) isn't working out, send it back to us. You get 15 days from the day it reaches your door, and you can take a refund or swap it for something else.
This page is the policy for orders delivered in Nepal, whether you bought from our website, our Instagram page, or over WhatsApp. Ordering to Australia works a little differently, because we can't send a rider there. read the Australian policy. And nothing written here takes away the rights you already have under Nepali consumer law.
What You Can Send Back
Short answer: almost anything you bought from us, for almost any reason.
- ▸ Faulty products. It arrived damaged, it stopped working, or it never worked properly in the first place.
- ▸ Products that are perfectly fine. You changed your mind, ordered the wrong one, or it just wasn't what you pictured.
- ▸ Things you've already opened and used a little. Unbox it, mount your phone on it, shoot with it. That's fine.
- ▸ Wrong item delivered, or something missing from the box.
You don't owe us a reason for a change of mind return. Though if you tell us what put you off, it helps us stock better gear next time.
Return Window
You get 15 days from the day your order is delivered. Tell us inside those 15 days and you're covered.
- ▸ The clock starts on the delivery date our courier records, not on the day you placed the order.
- ▸ Messaging us inside the window is enough. The parcel itself can reach us a few days later.
- ▸ Found a manufacturing defect after 15 days? The warranty may still cover it, so write to us anyway.
Product Condition
New or slightly used, both are fine. Opening the box doesn't cancel your return, and neither does trying the product out for a few days.
What we do need back with it:
- ▸ The product, along with the accessories, cables and mounts that came with it
- ▸ The original box, if you still have it lying around
- ▸ Any free gift that came with the order, if the whole order is going back
How to Send It Back
No post office queue, no courier booking, no shipping charge. Once we approve your return, we send a courier to your address and we pay for it.
Message us
Send your order number on WhatsApp or email and tell us what went wrong
We say yes
We confirm your return, usually the same working day
We collect it
Our courier picks the parcel up from your door, free of charge
You get your money
Refund or replacement within 7 days of the parcel reaching us
What a Return Costs You
| Charge | What you pay |
|---|---|
| Picking up the return | Free on us |
| Restocking fee | Nothing |
| The delivery charge you paid | Refunded when the full order goes back |
| Shipping your exchange out | Free on us |
That's the whole list. Whatever you paid for the item comes back to you in full, with nothing quietly cut from it.
Exchanges
Would you rather have a different product than your money back? Easy. Just tell us which one you want.
- ▸ Same 15 day window and the same condition rules as a return
- ▸ We ship the replacement as soon as we collect the original, so you're not waiting on a refund to clear
- ▸ Picked something costlier? Pay us the difference. Something cheaper? We refund you the difference.
- ▸ Sending the replacement to you is free
If the one you want is out of stock, we'll show you the closest thing we have, or refund you in full. Your call.
Refunds
Your parcel reaches us, we give it a quick check, and your refund goes out within 7 days.
7.1 Where the money goes
- ▸ Paid by card, Khalti or eSewa? It goes straight back to the same account.
- ▸ Paid cash on delivery? Send us your bank, eSewa or Khalti details and we'll transfer it.
7.2 How long it takes to show up
We release the refund within 7 days of getting your return. After that it sits with your bank or payment provider, and they sometimes take a few working days more to show it on your statement.
What We Can't Take Back
We've kept this list short on purpose. A return won't work out when:
- ▸ More than 15 days have gone by since delivery. Ask us anyway, because the warranty may still cover you.
- ▸ The product was dropped, got wet, was opened up for repair somewhere else, or has been used hard rather than lightly.
- ▸ Cables, mounts, accessories or bundled items are missing from what you send back.
- ▸ We can't match the item to any order placed with us.
Damaged, Faulty or Wrong Items
Did we send you something broken, faulty, or just plain wrong? That one is our mistake, and we sort it out first.
- ▸ Message us within 48 hours of delivery with a photo or a short video of the problem
- ▸ These jump the queue. We arrange the pickup straight away.
- ▸ Take a replacement or a full refund, delivery charge included
Telling us quickly helps us claim from the courier. Take a little longer and you still have your full 15 days, so don't lose sleep over it.
Start a Return
Your order number and one line about what went wrong. That's all we need to get going.
[email protected]
+977 9851187463
Forgot your order number?
Track Your Order
Or write to us
Contact Form
We reply to return requests within one working day. Please wait for our confirmation before sending anything back, and we'll share the pickup details with you then.
Changes to This Page
We may update this policy from time to time, and any change shows up here with a fresh date on top. Whichever version was live on the day you ordered is the one we'll honour for that order.
