Return and Refund Policy
Return and Refund Policy
At Chicco Nepal, our aim is to provide complete satisfaction to our customers. If for any reason you are not satisfied with a product, we are here to help.
1. Right of Withdrawal / Cancellation
If you change your mind after placing an order on chicconepal.com and no longer wish to purchase the products ordered, provided they have not yet been dispatched, you have the right to withdraw or cancel your order within 1 day of placing it.
To cancel, contact our Customer Service with your order number at hand, or email - firstsmile.npl@gmail.com. One of our team members will assist you with the cancellation.
2. Replacement
Replacement of a product is possible on select items within 7 days (unless stated otherwise on the product page) of the item being received by you. To request a replacement:
- Visit the order history section of your account and initiate a replacement/return against the relevant item(s), or
- Contact our Customer Service with the relevant order number.
We will verify the order and confirm whether the product is eligible for replacement.
Where we arrange collection of the product via courier from the address you provide, a collection charge of NPR 200 will be deducted from the total refund amount. This charge will apply even if the original order qualified for free delivery.
Certain items are not eligible for replacement or exchange. Please check the "Shipping and Replacement" section on the product description page, or the replacement policy document linked there, before placing your order.
Replacement of products is subject to the item being returned in its original packaging and condition, with original tags intact, and not damaged or used in any way. Strollers, swings, high chairs, and cots/cribs cannot be replaced once assembled for use. We aim to process replacement requests within 14 days of receiving the returned product.
All replacement requests for products purchased online must be processed through the online platform and cannot be handled through our physical store.
Once the original product has been received at our facility and has passed quality checks, your replacement product will be shipped to your address. Where a return (rather than a replacement) has been requested, the refund for the original product will be processed as described below.
3. Refunds
For returns, the refund process begins once we have received the product back at our facility and completed all quality checks and verifications. The mode of refund depends on the payment method used when placing the order.
For replacements/exchanges, no refund is issued; instead, the new product is shipped only after the original product has been returned, and after any balance payment has been made if the replacement item is of higher value.
The amount paid for the product can be refunded in one of the following ways:
- Original payment method: The amount is refunded to the source used at the time of purchase — for example, to the same bank account or card used for payment.
- Cash on Delivery orders: The amount is credited to the bank account details you provide when initiating the return. Transfers typically take 7 working days from the date the refund is confirmed. Please ensure the account details you provide are accurate — First Smile Pvt. Ltd. does not validate bank account details and is not responsible for funds transferred to an unintended recipient as a result of incorrect details provided by you.
4. Contact
For any queries relating to returns, replacements, or refunds, please contact:
First Smile Pvt. Ltd., Shop#22, L.G.F., Labim Mall, Pulchowk-3, Lalitpur, Nepal.
Email: firstsmile.npl@gmail.com
Phone: +977-9803400008