Your satisfaction is our priority — here is everything you need to know.

We want every purchase from Sixkey to be one you are completely happy with. If something is not right, our team is here to make it right — quickly and fairly.

Our Return & Refund Commitment

At Sixkey, we are committed to providing you with quality products and a trustworthy shopping experience. We understand that sometimes a product may not meet your expectations or may arrive in an unsatisfactory condition. Our return and refund policy is designed to protect you and ensure a fair resolution in such cases. Please read this policy carefully before making a purchase. By placing an order on sixkey.com.np, you agree to the terms outlined below.

Return Window

You may request a return within 2-3 days of receiving your order. Returns requested after this period will not be accepted unless the item has a manufacturing defect covered under warranty.

Return Eligibility

Not all items can be returned. Please review the table below carefully before submitting a return request:

Eligible for return
  • Item received in damaged or broken condition
  • Wrong item delivered, different from what was ordered
  • Item with a manufacturing defect
  • Item that does not match the product description on the website
  • Unused item in original packaging within the return window
Not eligible for return
  • Items damaged due to misuse, improper installation, or accidental damage
  • Items that have been installed or used
  • Items returned without original packaging or accessories
  • Custom-made or specially ordered items
  • Electrical fittings, wires, or consumables once opened
  • Items returned after the return window has closed

Conditions for Accepted Returns

To ensure your return is accepted, the following conditions must be met:

  • The item must be in its original, unused condition
  • All original packaging, tags, accessories, and documentation must be included
  • The return must be requested within the return window
  • A valid proof of purchase (order number or receipt) must be provided
  • Clear photos or a video of the issue must be shared with our team at the time of the return request
  • Items must not show signs of installation, modification, or use

Sixkey reserves the right to reject returns that do not meet these conditions. In such cases, the item will be returned to the customer at their expense.

How to Initiate a Return

Follow these steps to request a return or exchange:

1

Contact our team within the return window

Reach out to us via WhatsApp or email ([email protected]) within 2-3 days of receiving your order. Do not return the item without contacting us first.

2

Provide your order details and evidence

Share your order number, a description of the issue, and clear photos or a short video showing the defect, damage, or incorrect item.

3

Return request review

Our team will review your request within 2-3 business days and confirm whether your return is approved. We may ask follow-up questions to assess the issue fairly.

4

Return pickup or drop-off arranged

Once approved, we will coordinate the return logistics. Depending on your location, we will arrange a pickup or provide instructions for dropping off the item at a designated point.

5

Inspection and resolution

Upon receiving and inspecting the returned item, we will process your refund or arrange a replacement within 7 business days.

Refund Methods & Timeline

Once your return is received and approved, your refund will be processed using the following methods based on your original payment:

Payment method used Refund method Processing time
Cash on delivery (COD) Bank transfer or mobile wallet (eSewa or Khalti) 7 business days
eSewa or Khalti Refunded to original eSewa or Khalti account 7 business days
Bank transfer or direct deposit Refunded to original bank account 7 business days

Note: Shipping charges are non-refundable unless the return is due to an error on our part (wrong item sent, manufacturing defect). Refund amounts will reflect the product price only.

Exchange Policy

If you would prefer an exchange over a refund, we are happy to arrange one subject to product availability. Exchange requests follow the same process as returns and must meet the same eligibility conditions.

  • Exchanges are only available for items of equal or lesser value
  • If the replacement item is of higher value, the difference must be paid by the customer
  • Exchanges are subject to stock availability at the time of the request
  • Sixkey does not guarantee exact colour or design availability for exchange replacements

Items Damaged During Delivery

We take great care in packaging fragile items such as chandeliers, pendant lights, and glass fixtures. However, in rare cases, items may be damaged during transit. Here is what to do:

  • Inspect your package at the time of delivery, especially the outer packaging
  • If the outer box shows visible damage, photograph it before opening
  • If the item inside is damaged, photograph or video it immediately — do not discard the packaging
  • Contact us within 48 hours of delivery via WhatsApp or email with your order number and photos
  • Do not attempt to install or use a damaged item before contacting us

Transit damage cases are treated as priority returns. Contact us within 48 hours of receiving a damaged item and we will arrange a replacement or full refund as quickly as possible.

Warranty & Defective Products

If a product develops a fault due to a manufacturing defect within its warranty period, you are entitled to a warranty claim separate from our standard return policy. Warranty claims can be raised even after the return window has closed.

  • Contact us with your order number, purchase date, and a clear description of the defect
  • Provide photos or a video showing the fault
  • Our team will assess whether the fault qualifies as a manufacturing defect
  • Approved warranty claims will be resolved through repair, replacement, or refund, depending on the situation

Warranty terms vary by product and brand. Please refer to our Warranty & Guarantee page or the product listing for specific warranty durations.

Contact Us for Returns & Refunds

Our team is here to make the return or refund process as smooth and stress-free as possible. Please do not hesitate to reach out:

WhatsApp: +9779856028462| Phone: 985-6028462 | Email: [email protected] | sixkey.com.np/contact-us/

We aim to respond to all return and refund queries within 1 business day.