How We Manage Your Exchange Product

AR-STORE is an online store, and exchange is not as simple as exchanging something from a shop counter. When an order goes from Kathmandu to another city, the parcel has already passed through packing, courier handover, branch movement, local delivery, and rider delivery.

For example, if a customer orders from Nepalgunj and later wants to exchange the product only because they changed their mind, it becomes very hard for us. The parcel has to go from our store to the courier, from courier to Nepalgunj, from Nepalgunj branch to the customer's home, and then all the way back again.

That whole process costs money, time, packing material, staff work, courier coordination, and many follow-ups. This is why our exchange policy is strict and clear.

We do not exchange for change of mind

If you receive the product and later decide, "I do not like this bag," or "I changed my mind," we do not accept that as a free exchange reason.

Please choose carefully before ordering. Ask questions before dispatch. Check size, color, design, and delivery charge before confirming the order.

Exchange is allowed only when there is a valid issue, such as:

• the wrong product was sent
• the product was damaged from our side
• the product was damaged during delivery
• there is a real defect that can be verified properly

Check the parcel at delivery time

We allow customers to open and check the parcel at the time of delivery. This is very important.

If there are scratches, damage, missing items, or delivery damage, please check it while the delivery rider is still present. Do not take the parcel inside, wait for 2 to 3 hours, and then report the issue. At that point, we cannot know what happened after delivery.

To make the exchange valid, please take a clear video during delivery time.

The video should show:

• the unopened parcel
• the courier bag or rider delivery bag
• the rider present during the checking process
• the product being opened and checked
• the visible damage or defect

We may also call the delivery rider or courier team to confirm that the video was taken properly during delivery.

If you check later, exchange may not be accepted

If you take the parcel home and check it after some time, the product will not be eligible for free exchange under our store policy.

Even if you believe the parcel arrived in bad condition, the delivery-time proof is required. Without the rider present in the video or photo proof, we cannot confirm whether the damage happened before delivery, during delivery, or after the parcel was received.

In that case, the product stays with the customer. If you still want to exchange it, you may need to pay delivery charge and an extra exchange fee.

Why there is an exchange fee

Exchange is not only "send another product." There are many small costs customers may not see from outside.

We have to:

• check the case
• coordinate with courier or rider
• recreate the exchange order
• print labels again
• repack the replacement product
• assign staff time
• track the returned parcel
• wait for the old parcel to arrive back

Sometimes a parcel returned from another town can take more than a week to reach us. Until then, the exchange case stays open and our team has to keep following it.

That is why exchange can include extra delivery charge and exchange fee when the issue is not clearly our fault or not checked at delivery time.

When exchange is free

If the product was damaged from our side or damaged during delivery, and you checked it properly at delivery time with video proof while the rider was present, we will handle it from our side.

In that case, you do not need to pay delivery charge again for that valid exchange. If it is our fault and the proof is clear, we take responsibility.

You can also call us immediately while the rider is there. This helps us speak with the rider or courier team and confirm the issue at that moment.

Faster exchange option

If the product is damaged and you have proper delivery-time proof, you can also come to our store for a faster exchange. This is usually quicker than waiting for courier return and redispatch.

But again, if there is no video or photo proof from delivery time, and the rider was not shown the issue, the exchange may not be accepted.

Please remember

• Check the parcel at delivery time.
• Take video before and during opening if there is any doubt.
• Keep the rider present while checking.
• Call us immediately if there is damage.
• Do not send the parcel back without our confirmation.
• Change of mind is not a valid free exchange reason.

For urgent exchange help, call support during working hours so the issue can be checked with the order record.