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Dispute Resolution

Vesh Nepal provides a structured dispute resolution process as required under Consumer Protection Act 2075, Sections 28–34. Our goal is to resolve all disputes fairly and within a defined timeframe.

Resolution Process

1
Contact the Seller Directly

Most issues are resolved quickly by messaging the seller. Use the in-app chat to describe your concern. The seller has 48 hours to respond.

2
Open a Dispute with Vesh Nepal

If the seller does not respond or the issue is unresolved, open a formal dispute via Help Center. You must do this within 7 days of receiving the item (or expected delivery date).

3
Vesh Nepal Mediation

Our Trust & Safety team reviews evidence from both parties. We aim to issue a decision within 10 business days. Both parties will be notified via SMS and email.

4
Escalation to DOCSCP

If you are unsatisfied with our decision, you may escalate your complaint to the Department of Commerce, Supplies and Consumer Protection (DOCSCP) under CPA 2075.

What Qualifies for a Dispute

Eligible
  • Item not received
  • Item significantly different from description
  • Item arrived damaged
  • Counterfeit or fake item received
  • Seller refused agreed return
Not Eligible
  • Change of mind (where seller did not misrepresent item)
  • Disputes raised after 7 days of receipt
  • Items clearly described as-is with disclosed flaws
  • Sizing issues where dimensions were accurately listed

Buyer Protection

Under Consumer Protection Act 2075, Section 7, buyers have the right to receive goods that match their description. Vesh Nepal will facilitate refunds or returns where a seller has materially misrepresented an item.

External Escalation

If you are not satisfied with Vesh Nepal's dispute outcome, you may contact:

  • DOCSCP (Department of Commerce, Supplies and Consumer Protection)
    Website: docscp.gov.np
  • Consumer Court — under CPA 2075, Chapter 6

Also see our Grievance Redressal page for the designated officer contact.