Return & Refund Policy – ASEM Lights
Effective Date: October 4, 2026
At ASEM Lights, we want customers to receive products in good condition and as described. This Return & Refund Policy explains when products may be returned, replaced, or refunded.
1. Eligibility for Return
A product may be eligible for return if:
- You received the wrong product.
- The product was damaged during delivery.
- The product has a manufacturing defect.
- The delivered product is significantly different from the product ordered.
The product should generally be unused, uninstalled, and returned with its original packaging, accessories, manuals, labels, and invoice.
2. Return Request Period
Customers should contact ASEM Lights within 7 days of receiving the product to request a return or replacement.
Requests made after this period may not be accepted unless the product is covered under a separate manufacturer warranty.
3. Non-Returnable Products
Returns may not be accepted for:
- Products that have been installed, used, modified, or damaged after delivery.
- Products with missing packaging, accessories, labels, or components.
- Custom-ordered or specially sourced products.
- Clearance or final-sale items where clearly stated.
- Products damaged due to incorrect installation, misuse, voltage fluctuation, water damage, physical damage, or improper handling.
4. Damaged or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible.
We may request:
- Order number
- Product name
- Photos or videos of the product
- Photos of the packaging
- Description of the issue
After verification, we may provide a replacement, exchange, repair, or refund as appropriate.
5. Replacement
Where possible, eligible defective or incorrect products may first be replaced with the same product.
If the same product is unavailable, we may offer:
- A similar replacement product
- Store credit
- A refund
Any price difference for an alternative product may need to be adjusted.
6. Refunds
Once a returned product is received and inspected, we will inform you whether the refund has been approved.
Approved refunds may be issued through:
- Original payment method
- Bank transfer
- Digital payment method
- Store credit
The processing time may depend on the bank, payment gateway, or payment method used.
7. Shipping and Delivery Charges
Original delivery charges may not be refundable unless the return is caused by an error from ASEM Lights or the product was damaged or defective upon delivery.
For returns due to a customer’s change of mind, the customer may be responsible for return shipping or transportation costs.
8. Order Cancellation
Orders may be cancelled before dispatch by contacting ASEM Lights.
If an order has already been dispatched, it may need to be handled under the normal return process.
Orders for specially sourced, customized, or made-to-order products may not be cancellable once confirmed.
9. Electrical Product Installation
For electrical and lighting products, we strongly recommend installation by a qualified electrician or technician.
Damage resulting from incorrect wiring, improper installation, incorrect voltage, unauthorized modification, or misuse may not qualify for return or refund.
10. Manufacturer Warranty
Some products sold by ASEM Lights may include a manufacturer’s warranty.
Warranty claims are subject to the warranty terms provided by the manufacturer or brand. A return period and a warranty period are separate and should not be considered the same.
11. Change of Mind
Returns based only on a change of mind may be considered at the discretion of ASEM Lights, provided the product:
- Has not been used or installed
- Is in resaleable condition
- Has complete original packaging
- Is returned within the applicable return period
Shipping or handling charges may apply.
12. Contact for Returns
To request a return, replacement, or refund, please contact:
ASEM Lights
Website: asemlights.com
Email: info@asemlights.com
Phone/WhatsApp: +977-9801023914
Address: Asem Plaza, Bhote Bahal Marg, Kathmandu, Bagmati Province 44600
Please include your order number and details of the issue when contacting us.
ASEM Lights reserves the right to inspect returned products and determine eligibility for replacement or refund based on the condition of the product and the circumstances of the return.