At LNG Nepal, we are committed to providing quality commercial refrigeration and electrical appliances. To ensure proper handling of products during transportation and installation, the following Refund & Return Policy applies to all purchases made through www.lngnepal.com.
1. Physical Damage During Unpacking
Customers are required to carefully inspect the product immediately after receiving and unpacking it.
If the product is found to have physical damage, dents, broken glass, scratches, or any other visible damage:
- The customer must take clear photos and videos of the product and its packaging immediately.
- The photos/videos must be sent to the official LNG Nepal email address or WhatsApp.
- The damage must be reported within 12 hours of delivery/unpacking.
- After verification, LNG Nepal will arrange a replacement of the damaged product, subject to verification and availability.
- No cash refund or product return will be provided for physical damage where a replacement is applicable.
Failure to report physical damage within 12 hours may result in the claim being rejected.
2. Manufacturing Defect / Product Not Working
If a product does not operate properly or has a suspected manufacturing defect, the customer must inform LNG Nepal within 24 hours of delivery.
The customer may be required to provide:
- Photos and videos showing the problem.
- A detailed video demonstrating the product and the issue.
- Product/model details and invoice information.
After technical verification and quality assessment, LNG Nepal will arrange a replacement of the product or defective component, as applicable.
There will be no return or cash refund for manufacturing defects where a replacement can be provided.
3. Customers Outside Kathmandu Valley
For customers located outside Kathmandu Valley, any physical damage or manufacturing issue must be reported within the applicable time period stated above.
The customer must:
- Take clear photos and detailed videos of the product and the issue.
- Send the photos/videos to the official LNG Nepal email or WhatsApp.
- If the product needs to be physically returned for inspection, send it through the transport office/cargo service as instructed by LNG Nepal.
- The product will be received and subjected to quality and technical inspection by LNG Nepal.
After inspection, LNG Nepal will determine the appropriate action:
- Replacement product will be transported to the customer, if the claim is verified and replacement stock is available; or
- If the same product/model is not available in stock, LNG Nepal may provide a refund, subject to verification and company approval.
Transportation and handling arrangements for replacement or returned products will be communicated to the customer based on the circumstances of the case.
4. Important Conditions
- Products cannot be returned simply because the customer has changed their mind or no longer requires the product.
- Refunds are not provided as a standard option for physical damage or manufacturing defects when a replacement is available.
- Damage caused by improper handling, misuse, accident, incorrect installation, electrical problems, unauthorized repair, or failure to follow operating instructions is not considered a manufacturing defect.
- Claims submitted after the specified reporting period may not be accepted.
- LNG Nepal reserves the right to conduct technical inspection and verification before approving any replacement or refund.
- The final decision regarding replacement or refund will be based on the inspection report, product condition, warranty terms, and availability of replacement stock.
5. How to Report a Problem
For any damage, defect, or product-related issue, please contact LNG Nepal through the official contact details provided on www.lngnepal.com.
Please keep your purchase invoice, product model/serial number, photos, and videos ready when making a claim.
LNG Nepal reserves the right to amend this Refund & Return Policy when necessary. Any updated policy will be published on www.lngnepal.com.