Returns Policy
Information about our product returns, refunds, and replacement policies.
Return Policy Overview
At CementFi, we are committed to ensuring customer satisfaction with our products. However, due to the nature of cement products, we have specific policies regarding returns, refunds, and replacements.
Please read this policy carefully before placing an order. By placing an order with CementFi, you agree to the terms outlined in this policy.
Damaged Products
Inspection at Delivery
We strongly recommend that you inspect all products at the time of delivery. Any visible damage to the packaging or products should be reported immediately to the delivery personnel and noted on the delivery receipt.
Reporting Damaged Products
If you discover damaged products after the delivery personnel has left, you must report it to our customer service team within 24 hours of delivery. Please include:
- Your order number
- Description of the damage
- Photos of the damaged products
- Quantity of damaged products
Replacement for Damaged Products
Once your claim is verified, we will arrange for replacement of the damaged products at no additional cost. The replacement will be delivered as soon as possible, typically within 2-3 business days.
Product Quality Issues
Quality Guarantee
All cement products sold through CementFi are guaranteed to meet Nepal Standard (NS) requirements and the specifications stated on our website.
Reporting Quality Issues
If you believe that a product does not meet the stated specifications or quality standards, you must report it within 3 days of delivery. Please include:
- Your order number
- Description of the quality issue
- Photos or videos demonstrating the issue
- Quantity of affected products
Quality Verification
In some cases, we may need to inspect the products to verify quality issues. Our representative will contact you to arrange an inspection at your location.
Resolution for Quality Issues
If a quality issue is confirmed, we will offer one of the following solutions:
- Replacement of the affected products
- Refund for the affected products
- Partial refund while keeping the products (if usable)
Non-Returnable Circumstances
Due to the nature of cement products, returns are not accepted in the following circumstances:
- Products that have been opened, partially used, or mixed with water or other materials
- Products that have been exposed to moisture, rain, or improper storage conditions after delivery
- Products that have passed their recommended use-by date due to prolonged storage
- Products ordered incorrectly (wrong type or quantity) by the customer
- Products that have hardened due to natural aging process after delivery
Refund Process
Refund Timeline
Once a refund is approved, it will be processed within 7 business days. The time it takes for the refund to appear in your account depends on your payment method and financial institution.
Refund Methods
Refunds will be issued using the same payment method used for the original purchase:
- Bank transfers: 3-5 business days
- Digital wallets (eSewa, Khalti): 1-2 business days
- Credit/debit cards: 5-7 business days
Partial Refunds
In cases where only a portion of an order is being refunded, the refund amount will be calculated based on the price of the affected products and any applicable shipping charges.
Contact for Returns & Refunds
For all return, replacement, or refund requests, please contact our customer service team:
- Email: returns@cementfi.com
- Phone: +977 9846187550
- Customer Service Hours: Monday to Friday, 9 AM - 6 PM
Our team will guide you through the process and provide all necessary assistance.