REFUND, RETURN, EXCHANGE, WARRANTY AND DELIVERY POLICY

Last Updated: 16 July 2026

§1INTRODUCTION

This Refund, Return, Exchange, Warranty and Delivery Policy ("Policy") governs transactions conducted through:

the Tukaatu Marketplace;

Merchant-operated online stores;

websites created using Tukaatu;

mobile applications;

films and marketing campaign features;

communication tools; and

all other services operated by Tukaatu Services Private Limited ("Tukaatu", "we", "our", or "us").

This Policy should be read together with:

Terms of Service;

Privacy Notice;

Merchant Terms of Service;

Community Guidelines;

Acceptable Use Policy; and

any additional policies published by Tukaatu.

§2PLATFORM ROLE AND MERCHANT RESPONSIBILITY

Tukaatu is a technology platform and marketplace facilitator.

Tukaatu provides digital infrastructure that enables independent businesses ("Merchants") to:

create online stores;

sell products and services;

communicate with Customers;

receive orders;

facilitate payments;

manage deliveries;

run marketing campaigns;

publish short videos ("Films"); and

conduct electronic commerce activities.

Tukaatu:

does not manufacture products;

does not own products;

does not purchase products;

does not warehouse products;

does not store products;

does not import or export products;

does not take title to products;

does not become the seller of record.

All products and services are sold directly by independent Merchants.

All purchase agreements are entered into solely between:

the Customer; and

the respective Merchant.

§3MERCHANT RESPONSIBILITIES

The Merchant is solely responsible for:

product legality;

product quality;

product safety;

product descriptions;

product images;

pricing;

taxes and VAT;

permits and licenses;

refunds;

exchanges;

warranties;

cancellations;

deliveries;

after-sales services;

customer support;

compliance with laws.

Nothing in this Policy makes Tukaatu responsible for Merchant obligations.

§4MERCHANT-CONTROLLED POLICIES

Each Merchant may establish and maintain its own:

Refund Policy;

Return Policy;

Exchange Policy;

Replacement Policy;

Cancellation Policy;

Shipping Policy;

Delivery Policy;

Warranty Policy; and

any other policy relating to products or services.

Upon creation of a Merchant store, Tukaatu may provide default policy templates solely as technological tools and convenience features.

These templates:

are not legal advice;

are not legal representation;

are not reviewed by Tukaatu's lawyers;

do not guarantee compliance with applicable laws.

Merchants remain solely responsible for ensuring their policies comply with:

applicable laws of Nepal;

electronic commerce laws;

consumer protection laws;

tax laws; and

regulatory requirements.

§5DISPLAY OF MERCHANT POLICIES

Merchant policies may be displayed:

on Merchant storefronts;

on Merchant websites;

during checkout;

on invoices;

on order pages;

on product pages.

The display of Merchant policies by Tukaatu:

does not constitute endorsement;

does not create obligations upon Tukaatu;

does not make Tukaatu a guarantor of Merchant obligations.

§6CUSTOMER RESPONSIBILITIES

Before placing an order, Customers are responsible for reviewing:

Refund Policies;

Return Policies;

Exchange Policies;

Warranty Policies;

Cancellation Policies;

Shipping Policies; and

Delivery Policies.

By placing an order, Customers agree to the policies established by the Merchant, subject to mandatory rights under applicable laws.

§7REFUND, RETURN AND EXCHANGE POLICIES

To the extent permitted by law, Merchants may:

establish refund periods;

establish return periods;

establish exchange periods;

restrict refunds for certain products;

offer partial refunds;

designate products as final sale;

impose eligibility conditions.

However, no Merchant policy may restrict rights granted under applicable laws.

Any unlawful provision shall be deemed unenforceable.

§8REFUND REQUESTS

All refund requests must be submitted directly to the Merchant.

The Merchant shall determine:

eligibility;

required evidence;

refund amount;

refund method;

timelines.

Tukaatu:

does not issue refunds;

does not reimburse Customers;

does not guarantee refunds;

does not compel Merchants to issue refunds;

does not provide refunds from its own funds.

§9RETURN REQUESTS

All return requests must be submitted directly to the Merchant.

The Merchant may determine:

return conditions;

shipping requirements;

inspection procedures;

acceptance criteria.

Tukaatu shall not be liable for rejected returns.

§10EXCHANGE REQUESTS

All exchange requests must be submitted directly to the Merchant.

The Merchant may determine:

exchange periods;

eligibility conditions;

replacement products;

shipping arrangements.

Tukaatu bears no responsibility for exchange decisions.

§11DIGITAL PRODUCTS

Some Merchants may offer:

software;

digital downloads;

subscriptions;

memberships;

licenses;

virtual products.

Refunds and warranties relating to digital products remain solely the responsibility of the Merchant.

Tukaatu does not guarantee:

functionality;

compatibility;

uninterrupted access;

merchant support.

§12WARRANTY POLICY

Merchant-Controlled Warranties

Merchants may provide:

manufacturer warranties;

store warranties;

limited warranties;

extended warranties;

no warranty at all.

No Platform Warranty

Tukaatu does not provide:

product warranties;

merchant warranties;

performance guarantees;

repair guarantees.

All warranties are provided solely by Merchants.

§13WARRANTY CLAIMS

Warranty claims must be submitted directly to the Merchant.

The Merchant is solely responsible for:

repairs;

replacements;

compensation;

claim approval;

claim rejection.

Tukaatu bears no liability in connection with warranty claims.

§14DELIVERY POLICY

Merchants may:

use Tukaatu Express;

use their own delivery personnel;

engage third-party logistics providers;

use any courier service.

The use of Tukaatu Express is optional.

§15DELIVERY CHARGES

Delivery charges displayed on Tukaatu may be calculated using Tukaatu's pricing system.

Additional charges imposed by independent delivery providers shall be handled directly between:

the Merchant; and

the delivery provider.

§16MERCHANT PACKAGING RESPONSIBILITY

Merchants are solely responsible for:

packaging;

labeling;

shipment preparation;

protection of fragile products.

Tukaatu shall not be liable for damage caused by:

improper packaging;

insufficient protection;

incorrect labeling.

§17DELIVERY DELAYS

Tukaatu shall not be liable for delays caused by:

weather conditions;

natural disasters;

political disturbances;

strikes;

traffic;

pandemics;

government actions;

internet failures;

force majeure events.

Where Tukaatu Express is used, liability shall be governed by the Tukaatu Express Terms and Conditions.

§18DAMAGED OR LOST SHIPMENTS

Claims relating to:

lost shipments;

stolen shipments;

damaged shipments;

delayed shipments;

delivery failures,

shall be handled solely between:

the Merchant;

the Customer; and

the delivery provider.

Tukaatu is not responsible for compensating losses.

§19FILMS AND MARKETING CAMPAIGNS

Tukaatu allows Merchants to publish short videos ("Films") relating to:

products;

services;

promotions;

educational content.

Films do not constitute warranties, guarantees, or legally binding representations by Tukaatu.

Merchants remain solely responsible for:

statements made in Films;

product claims;

advertisements;

pricing claims;

promotional claims.

§20INFLUENCER MARKETING CAMPAIGNS

Merchants may create marketing campaigns that allow users and influencers to promote products.

Campaigns may permit influencers to:

bid on the number of products they intend to sell;

agree upon commissions;

earn commissions based on successful sales.

Commissions may be:

fixed amounts; or

percentage-based.

Commission obligations exist solely between:

the Merchant; and

the influencer.

Commission settlement may be facilitated through Hamro Pay or other payment providers.

Tukaatu:

does not guarantee commissions;

does not guarantee campaign performance;

does not guarantee payment by Merchants;

does not become a party to commission agreements.

§21CUSTOMER COMPLAINTS AND DISPUTE FACILITATION

Tukaatu may provide:

chat systems;

complaint submission tools;

dispute reporting systems;

customer support tools.

These tools are provided solely to facilitate communication.

Tukaatu is not:

the seller;

the guarantor of Merchant obligations;

responsible for compensation.

§22MERCHANT DISAPPEARANCE OR FRAUD

If a Merchant:

disappears;

ceases operations;

fails to respond;

is suspected of fraud,

Tukaatu may:

investigate;

suspend accounts;

remove listings;

cooperate with authorities;

facilitate communications.

Tukaatu shall have no obligation to:

replace products;

compensate Customers;

refund Customers using Tukaatu's own funds.

§23COMPLIANCE WITH APPLICABLE LAWS

Merchants and Tukaatu shall comply with all applicable laws concerning:

electronic commerce;

consumer protection;

taxation;

data protection;

advertising;

competition;

intellectual property.

§24REGULATORY DIRECTIONS

Tukaatu may:

remove products;

suspend accounts;

restrict services;

disclose information;

implement additional requirements,

where necessary to comply with laws and regulatory obligations.

§25LIMITATION OF LIABILITY

To the fullest extent permitted by law, Tukaatu is not responsible for:

products sold by Merchants;

refunds;

exchanges;

warranties;

delivery failures;

merchant misconduct;

influencer disputes;

commission disputes;

third-party delivery providers;

third-party payment providers.

Tukaatu shall not be liable for:

indirect damages;

incidental damages;

consequential damages;

punitive damages;

loss of profits;

business interruption.

Nothing in this Policy excludes liabilities that cannot legally be excluded.

§26CUSTOMER ACKNOWLEDGEMENT

By using Tukaatu and purchasing products or services, Customers acknowledge that:

the Merchant is the seller of record;

Tukaatu is a technology platform and marketplace facilitator;

refunds and exchanges are determined by Merchants;

warranties are provided solely by Merchants;

delivery services are chosen by Merchants;

Tukaatu does not guarantee products or services;

Tukaatu does not guarantee commission payments arising from marketing campaigns;

Tukaatu is not responsible for the acts or omissions of Merchants, influencers, delivery providers, or payment providers.

§27CHANGES TO THIS POLICY

Tukaatu may amend this Policy from time to time.

Material changes may be communicated through:

website notices;

application notices;

SMS;

email; or

other communications.

Continued use of the Services constitutes acceptance of the revised Policy.

§28CONTACT INFORMATION

Tukaatu Services Private Limited Itahari-6, Sunsari, Nepal

Email: info@tukaatu.com Phone: +977 9805692517

By using the Services, Customers and Merchants acknowledge that they have read, understood, and agree to this Refund, Return, Exchange, Warranty and Delivery Policy and all related policies published by Tukaatu.