Shipping & Return Policy

Last Updated: March 27, 2025

At HITCO, we aim to provide a seamless shopping experience by ensuring timely delivery and hassle-free returns. Please read our Shipping & Return Policy carefully before placing an order.

1. Shipping Policy

1.1 Shipping Coverage

We currently ship across Nepal.
International shipping is not available at this time.

1.2 Shipping Methods & Delivery Time

We partner with reliable logistics providers to ensure safe and timely delivery.
Estimated delivery times:
- Inside Kathmandu Valley: 2-5 business days
- Outside Kathmandu Valley: 5-10 business days (depending on location)
Delivery times may vary due to unforeseen circumstances, such as weather conditions, strikes, or roadblocks.

1.3 Shipping Charges

Shipping charges depend on the weight, size, and delivery location.
The exact shipping cost will be calculated at checkout.
Free shipping may be available for orders above a certain value (if applicable, this will be mentioned on our website).

1.4 Order Processing & Tracking

Orders are processed within 24-48 hours of confirmation.
Once the order is shipped, customers will receive a tracking number via email or SMS.
If there are any issues with your order, we will contact you via phone or email.

1.5 Delivery Issues

If the recipient is unavailable at the time of delivery, our logistics provider may attempt re-delivery or contact you for further instructions.
If the delivery is unsuccessful after multiple attempts, the order may be canceled, and shipping charges may apply.

2. Return & Refund Policy

2.1 Eligibility for Returns

You may request a return or exchange if:
✅ The item is damaged, defective, or incorrect upon arrival.
✅ The product is unused and in its original packaging (including tags, manuals, and accessories).
✅ You request a return within [X] days from the date of delivery.

Non-Returnable Items:
❌ Customized or special-order products.
❌ Fire safety equipment (due to safety concerns).
❌ Items damaged due to misuse, improper handling, or installation.

2.2 Return Process

Contact Customer Support:
- Email us at pradeep@hitco.com.np or call +977 14017706 with your order number and reason for return.
Verification & Approval:
- Our team will review your request and may ask for photos/videos of the product.
Return Shipping:
- If eligible, you may need to return the product to our Kathmandu warehouse (address will be provided).
- In some cases, we may arrange a pickup service.
Inspection & Refund Processing:
- Once the returned item is received, we will inspect it.
- Refunds will be processed within 7-10 business days to the original payment method.

2.3 Exchange Policy

If you received a defective or incorrect item, we will provide a replacement (subject to stock availability).
If the replacement is unavailable, we will offer a full refund or store credit.

2.4 Cancellation Policy

Orders can be canceled within 24 hours of placement for a full refund.
If the order has already been shipped, cancellation is not possible, and you must follow the return process.

2.5 Refund Processing Time

Refunds are processed within 7-10 business days after return approval.
The time may vary depending on your bank or payment provider.

3. Contact Information

For any queries related to shipping, returns, or refunds, please contact us:

📍 Address: Kapan Marg, Maharajgunj, Kathmandu, Nepal
📧 Email: pradeep@hitco.com.np
📞 Phone: +977 14017706