Last Updated: [2083/06/04(09/20/2026)]
At Pratiksha Online, we want you to be satisfied with your purchase.
If there is a genuine problem with your order, please contact us. We will review the situation and try to provide a reasonable solution.
This policy explains when returns, exchanges, replacements, and refunds may be available.
1. When Can You Request a Return?
A return or exchange may be considered when:
We sent the wrong product;
A product is missing from the order;
A product arrives damaged;
A product has a genuine manufacturing defect;
A product does not reasonably match the ordered product; or
Another issue is confirmed by our team.
The applicable solution may depend on the nature of the problem.
2. Contact Us Promptly
If you receive a damaged, incorrect, or defective product, please contact us as soon as reasonably possible.
Please provide:
Order number;
Customer name;
Product name;
Description of the issue;
Photographs or videos where appropriate; and
Any other information reasonably requested by our team.
Prompt communication helps us investigate the matter quickly.
3. Products Eligible for Return
Where a return or exchange is approved, the product should generally be:
Unused;
In its original condition;
Complete with accessories where applicable;
In suitable original packaging where reasonably possible;
Free from customer-caused damage; and
Accompanied by proof of purchase.
Additional conditions may apply to specific products.
4. Products That May Not Be Eligible for Ordinary Return
Some products may not be eligible for ordinary return or exchange because of their nature.
These may include:
Used products;
Products damaged after delivery;
Personalized products;
Specially ordered products;
Products that have been altered;
Products with removed or damaged labels where relevant;
Certain consumable products;
Certain opened products; and
Products specifically identified as non-returnable.
This does not affect any legal rights relating to defective or incorrectly supplied products.
5. Books
Before ordering a book, customers are encouraged to carefully check and confirm the following details:
· Title
· Author
· Class/Grade
· Subject
· Edition
· Language
· Publisher
· ISBN, where applicable
· Publication year
· Board/Curriculum, where applicable
· Volume/Part, where applicable
· Binding/Format
· Any other specifications or details relevant to the required book
If a customer orders the wrong book based on information provided by the customer, a return or exchange may be subject to applicable conditions.
If Pratiksha sends the wrong book or the book has a genuine manufacturing/printing defect, please contact us promptly.
6. Stationery
Stationery products may sometimes have variations in:
Colour;
Packaging;
Design;
Model; or
Manufacturer packaging.
Minor packaging or appearance changes may occur.
Where the wrong product or a genuine defect is confirmed, we will review the matter and provide an appropriate solution.
7. Sports Products
7. Sports Products
Sports products should be selected carefully based on the customer’s specific requirements. Customers are encouraged to check and confirm the following details before placing an order:
· Size
· Model
· Weight
· Specifications
· Intended use
· Skill level, where applicable
· Material and construction
· Age group, where applicable
· Brand, where applicable
· Colour or design, where applicable
· Any other product specifications or details relevant to the intended use
Customers are responsible for ensuring that the selected sports product is suitable for their intended use and requirements before placing an order.
Used sports products may not qualify for ordinary return or exchange.
However, genuine defects or incorrect products will be reviewed.
8. Toys
Customers should check product information, recommended age, and safety instructions before purchasing.
Parents or guardians should determine whether a particular toy is appropriate for the intended child.
Returns or exchanges will be handled according to the product's condition and applicable return conditions.
9. Exchange
Where appropriate and where stock is available, we may offer an exchange instead of a refund.
If the requested replacement is unavailable, another reasonable solution may be offered.
10. Refunds
Where a refund is approved, the refund method and processing time may depend on:
Original payment method;
Payment provider;
Bank processing;
Order circumstances; and
Other applicable factors.
We will communicate the applicable refund arrangement to the customer.
11. Refund for Unavailable Products
If we accept payment for a product and later determine that the product cannot reasonably be supplied, we will contact the customer.
Depending on the situation, we may offer:
A replacement;
An alternative product; or
A refund for the unavailable product.
12. Return Shipping
Where the return is required because:
We sent the wrong product;
The product arrived damaged due to the delivery process;
A genuine defect is confirmed; or
Another issue caused by us is confirmed,
we will review the appropriate return or replacement arrangement.
Where a return is requested for reasons unrelated to an error or defect on our side, return delivery costs may be the customer's responsibility where permitted.
13. Inspection
Returned products may be inspected before a refund, exchange, or replacement is finalized.
Inspection helps us determine:
Whether the product was supplied by us;
The condition of the product;
Whether the reported issue exists; and
Whether the issue is covered by the applicable return conditions or warranty.
14. Manufacturer Warranty
Some products may have manufacturer warranties.
Warranty claims may be handled according to the manufacturer's warranty conditions.
Warranty coverage may not include damage caused by:
Misuse;
Accident;
Normal wear and tear;
Improper storage;
Unauthorized modification;
Failure to follow instructions; or
Other exclusions stated by the manufacturer.
We will assist customers with the warranty process where reasonably possible.
15. Refund Timing
Refund processing times may vary depending on the payment method and financial institution.
Once a refund has been approved and initiated, the actual time for the amount to appear in the customer's account may depend on the relevant bank or payment provider.
16. Customer Cooperation
To resolve a return or refund efficiently, customers may be asked to provide:
Order information;
Photographs;
Videos;
Product details;
Payment information;
Delivery information; or
Other reasonable information.
This information helps us investigate the issue fairly.
17. Our Approach
We understand that mistakes can happen.
If there is a genuine problem with your order, our goal is to understand the issue and find a reasonable solution rather than make the process unnecessarily difficult.
Please contact us before sending a product back.
18. Contact Us
For return, exchange, replacement, or refund requests:
PratikshaOnline
Morang, Nepal
Please keep your order number or proof of purchase available when contacting us.