Refunds & cancellations
When a Jholo order can be cancelled, how refunds are calculated, and how to report an item problem.
Last updated: 1 October 2026
Cancel before courier dispatch
If you cancel before your parcel has been handed to the courier for dispatch, Jholo will arrange a full refund of amounts you paid for that order, including an advance delivery charge.
Cancel after the courier has collected the parcel
Once the courier has collected a parcel but has not delivered it to you, contact Jholo as soon as possible. After the parcel is returned and checked, the refund is the amount paid for the product, less the actual outward and return delivery costs charged for that shipment. We will explain the calculation before completing the refund.
For a cash-on-delivery order, the product balance is collected only if the delivery is completed. Any advance delivery payment is assessed under the same actual delivery-cost calculation.
After you receive or collect the order
A completed purchase is not refundable for change of mind after you have received or collected the item, except where a refund or other remedy is required by applicable Nepalese law or this policy.
Damaged or incorrect products
Contact [email protected] or message @jholo.np within 48 hours of receiving the order. Include your order code, clear photos of the item and packaging, and a short explanation. Jholo will review the evidence and verify the issue. Where a damaged or incorrect item is confirmed, Jholo will arrange an appropriate refund or replacement in accordance with applicable Nepalese law.
Please keep the item and its packaging available while the review is underway. The 48-hour reporting request helps us investigate quickly and does not remove any non-waivable consumer rights.
Refund method and timing
Approved advance-payment refunds are sent through an agreed payment method after the cancellation or return has been reviewed. The time for funds to appear depends on the wallet or bank. Jholo will share the refund status and amount; keep your order reference for follow-up.
How to request help
Send your order code and request to [email protected], or message @jholo.np on Instagram or Facebook. Do not send payment passwords or one-time codes.