Online shopping in Nepal has grown faster than the rules around it, but the gap is closing. The Consumer Protection Act 2075 applies to every seller, online or offline, and the Electronic Commerce Act passed in 2081 adds specific duties for platforms and online sellers, including mandatory registration and clear return policies. If a parcel arrives damaged, a product is not what was advertised, or a seller simply disappears after payment, you have more options than a one-star review.
What sellers must tell you
An online seller must display its registered business name, address, PAN or VAT number and a working contact channel. Product listings must state the price inclusive of tax, delivery charges, the delivery period, and the return and refund policy before you pay. Under the e-commerce rules platforms must also register with the Department of Commerce, Supplies and Consumer Protection and display the registration number on the site.
- Registered name, address and PAN/VAT number of the seller
- Total price including VAT and delivery charges
- Expected delivery time and the delivery partner
- Return, replacement and refund terms, including who pays return shipping
- A complaint contact that actually responds
Your rights under the Consumer Protection Act
The Act guarantees the right to accurate information about goods, the right to goods of the quality and quantity advertised, and the right to compensation for loss caused by defective or misdescribed products. A seller who advertises a product with false claims, sells expired or substandard goods, or charges more than the displayed price commits an offence punishable by fine and, in serious cases, imprisonment. The Act also makes the platform liable alongside the seller where the platform failed to verify the seller's registration.
How to complain
Start with the seller's own complaint channel and keep a record of every message. If that fails, file a complaint with the Department of Commerce, Supplies and Consumer Protection, which has an online complaint form and a toll-free hotline, and which can inspect, fine and order refunds. For losses that need compensation beyond a refund, the Consumer Court established under the Act can award damages, and for smaller amounts the District Court's summary procedure is available.
| Step | Where | What you need |
|---|---|---|
| Direct complaint | Seller / platform support | Order number, photos, chat record |
| Regulatory complaint | Department of Commerce, Supplies and Consumer Protection | Complaint form, evidence, seller details |
| Compensation claim | Consumer Court or District Court | Proof of loss, correspondence, receipts |
Payment disputes and chargebacks
If you paid by card or through a digital wallet, report the transaction to your bank or wallet provider as soon as the seller fails to deliver. Nepal Rastra Bank's payment system directives require licensed providers to have a dispute process, and several wallets now hold funds in escrow until delivery is confirmed. A chargeback is not guaranteed, but a written complaint to the provider creates a record that supports a later claim.