Refund, Return & Cancellation Policy

At Mama's Kefir, we are committed to delivering fresh, high-quality kefir products.

Because kefir is a perishable refrigerated food, refunds are only provided under specific circumstances.

Eligible for a refund

You may be eligible for a refund if:

• You receive the wrong product.
• The product arrives damaged or leaking.
• The product is spoiled or unsafe at the time of delivery.
• Your order is incomplete.
• We are unable to fulfill your order.
• Your order is lost before delivery.

How to request a refund

To request a refund:

• Contact us within 24 hours of delivery.
• Provide your order number.
• Send clear photos or videos of the product, packaging, and delivery label.

Our team will review your request within 2 business days. If approved, refunds are processed to the original payment method or another mutually agreed method within 5–7 business days.

Return Policy

For food safety and hygiene reasons, kefir products cannot be returned after delivery. We cannot accept returns because returned refrigerated products cannot be safely resold.

If there is a genuine quality issue, we may instead provide:

• A replacement product
• Store credit
• A partial refund
• A full refund depending on the circumstances.

Order Cancellation

Orders may be cancelled:

• Within 30 minutes of placing the order, or
• Before the order has been prepared for dispatch, whichever comes first.

Once the order has entered production, packing, or delivery, cancellation is no longer possible because kefir is freshly prepared and perishable. If we cancel your order due to stock shortages or operational reasons, you will receive a full refund.

Payment methods

We currently accept:

• Fonepay QR (all Nepali member banks & wallets)
• eSewa
• Khalti
• Bank Transfer
• Cash on Delivery (selected locations)

Orders requiring advance payment will be processed after payment confirmation. If a payment fails but the amount has been deducted, please contact your payment provider and then reach out to us with your payment details.

Non-refundable situations

Refunds are generally not available for:

• Change of mind
• Personal taste or preference
• Incorrect delivery information provided by the customer
• Failed delivery because the customer was unavailable
• Claims made more than 24 hours after delivery
• Products that have been opened, consumed, or improperly stored after delivery

Quality guarantee

We prepare and package our kefir under hygienic conditions and maintain the cold chain during delivery whenever possible. If your product does not meet acceptable quality standards upon delivery, we will work with you to resolve the issue promptly.

Food safety

Our kefir contains live cultures and must be kept refrigerated. Please consume before the expiry date and do not consume if the packaging is damaged or the product shows signs of spoilage.

Our products are intended as food and are not intended to diagnose, treat, cure, or prevent any disease.

Consumer rights

Nothing in this policy limits or excludes any rights or remedies available to consumers under the applicable laws of Nepal. Where required by law, customers remain entitled to remedies for products that are defective, unsafe, or not supplied as described.