Legal Document
Return & Refund Policy
Last updated: May 2025 · biruwapasa.com
Our Commitment
At BiruwaPasa, your satisfaction is important to us. We carefully grow, select, and pack every plant and product. However, we understand that issues can arise. This policy outlines the conditions under which returns and refunds are accepted for orders placed on biruwapasa.com or our mobile app.
Return Eligibility
| Product Category | Returnable? | Window | Condition Required |
|---|
| Live Plants | Eligible* | Within 24 hours of receiving | Arrived dead or severely damaged only |
| Pots & Planters | Eligible | Within 3 days | Unused, undamaged, original packaging |
| Fertilizers & Soil | Eligible | Within 3 days | Sealed, unopened |
| Tools & Accessories | Eligible | Within 3 days | Unused, with all parts and packaging |
| Decorative Furniture | Eligible | Within 3 days | Undamaged, unassembled |
| Seeds & Bulbs | Not eligible | — | Non-returnable due to biological nature |
| Custom / Personalized orders | Not eligible | — | Made to order |
| Sale / Clearance items | Not eligible | — | All sales final |
⚠ Live plant returns are only accepted if reported within 24 hours of receiving your order, and strictly only if the plant arrived dead or severely damaged. Issues reported after 24 hours will not be eligible. Minor leaf drop or transplant stress due to transit is natural and does not qualify.
All other eligible products (pots, fertilizers, tools, furniture) must be reported within 3 days of receiving your order.
Non-Returnable Situations
Returns will not be accepted under the following circumstances:
- Live plant return reported after 24 hours of delivery
- Non-plant return reported after 3 days of delivery
- Plant condition is due to improper care, overwatering, sun exposure, or neglect after delivery
- Product has been used, repotted, or altered from its original condition
- No proof of purchase or order number provided
- Item was purchased during a promotional or flash sale
How to Initiate a Return
- Contact us within the eligible window at support@biruwapasa.com or via the BiruwaPasa app's "Help" section.
- Provide your order number, a brief description of the issue, and clear photos or a short video of the product. For live plants, this must be done within 24 hours of receipt.
- Our support team will review your request within 1–2 business days and confirm eligibility.
- If approved, we will arrange a pickup (Kathmandu Valley) or guide you on how to ship the item back. Return shipping costs may apply for non-plant items.
- Once the returned item is received and inspected, we will process your refund or replacement.
Refund Methods & Timeline
| Original Payment Method | Refund Method | Timeline |
|---|
| Cash on Delivery (COD) | eSewa / Khalti wallet or bank transfer | 3–5 business days after return received |
| QR / Digital Wallet | Refunded to original wallet | 2–4 business days after return received |
| Any method | BiruwaPasa store credit (optional) | Within 24 hours of approval |
Shipping and delivery charges are non-refundable unless the return is due to our error (wrong item sent, item arrived defective).
Replacements
In cases where a live plant arrives dead or severely damaged and the return is reported within 24 hours, we may offer a free replacement of the same species (subject to availability) instead of a refund. We will communicate this option when reviewing your request.