Refund policy

RETURN, REFUND, REPLACEMENT & CANCELLATION POLICY

Effective Date: 1sty August 2026

 

1. Introduction

At Makkusé, we are committed to delivering products that reflect the quality, authenticity, and craftsmanship our customers expect. Every order is carefully prepared, quality checked, securely packed, and dispatched with the utmost care to ensure it reaches its destination in excellent condition.

Our products include traditional Nepali sweets, handcrafted cookies, premium gift collections, and customized corporate gifting solutions. As many of these products are edible in nature and certain orders are prepared specifically for individual customers or organizations, we maintain strict standards relating to quality assurance, hygiene, food safety, and order fulfillment.

Although we strive to ensure every order is accurate and arrives in perfect condition, we understand that unforeseen issues may occasionally occur. If your order arrives damaged, incomplete, incorrect, defective, or otherwise does not meet the standards outlined in this Policy, we encourage you to contact us promptly. Every concern submitted to Makkusé is reviewed fairly and individually to determine an appropriate resolution.

Depending on the circumstances and after verification, an eligible request may result in:

  • Replacement of the affected product;

  • Full or partial refund;

  • Delivery of any missing items;

  • Correction of the order where reasonably possible; or

  • Another mutually acceptable resolution.

This Policy explains the circumstances under which returns, replacements, refunds, and cancellations may be accepted, the situations in which they may not be available, and the procedures customers should follow when requesting assistance.

By placing an order through the official Makkusé website, customers acknowledge that they have read, understood, and agreed to this Return, Refund, Replacement & Cancellation Policy.

 

 

2. Scope

This Policy applies exclusively to purchases made directly through the official Makkusé websites:

This Policy applies to:

  • Individual retail purchases;

  • Gift orders delivered to third-party recipients;

  • Corporate gifting orders;

  • Festival and seasonal gift collections;

  • Customized gift boxes;

  • Personalized gifting solutions offered by Makkusé.

This Policy does not apply to products purchased through:

  • Retail outlets; Distributors; Resellers; Third-party online marketplaces; Any other sales channels not operated directly by Makkusé.

Purchases made through such channels remain subject to the respective seller's return and refund policies.

3. Eligibility for Returns, Replacements & Refunds

We understand that issues may occasionally arise despite our best efforts. Every request received by Makkusé is reviewed individually based on the circumstances, supporting information provided, product category, quality inspection records, and delivery information.

Subject to verification, customers may be eligible for a replacement, refund, partial refund, or another appropriate resolution under the following circumstances.

 

 

3.1 Incorrect Product Delivered

If you receive a product different from the one confirmed in your order, please notify us as soon as reasonably possible.

Examples include:

  • Wrong product delivered;

  • Incorrect flavour or product variant;

  • Incorrect quantity;

  • Wrong gift collection;

  • Wrong gift box;

  • Incorrect customized order resulting from an error on our part.

Once verified, Makkusé may:

  • Collect the incorrect product where necessary;

  • Deliver the correct product;

  • Replace the affected items; or

  • Issue an appropriate refund if replacement is not reasonably possible.

 

 

3.2 Product Damaged During Delivery

We carefully inspect and package every order before dispatch. However, damage may occasionally occur during transportation.

Customers should inspect the package as soon as reasonably possible after delivery.

Examples include:

  • Broken jars;

  • Cracked containers;

  • Leakage;

  • Torn packaging exposing the product;

  • Crushed cookies or damaged edible products;

  • Gift boxes significantly damaged during transit.

Minor cosmetic damage to the outer courier carton that does not affect the product itself may not qualify for replacement or refund.

Where damage is verified, Makkusé may arrange replacement, refund, or another appropriate solution.

 

 

3.3 Manufacturing, Packaging or Food Safety Issues

Although Makkusé maintains strict production and quality control standards, manufacturing or packaging issues may occasionally occur.

Examples include:

  • Improperly sealed packaging;

  • Packaging failure before opening;

  • Incorrect labelling;

  • Missing labels;

  • Foreign matter;

  • Contamination attributable to production;

  • Product quality issues resulting from manufacturing.

If you suspect a food safety concern, please discontinue consumption immediately.

To help us investigate efficiently, customers should:

  • Retain the remaining product;

  • Keep the original packaging;

  • Preserve the batch number, Manufacturing Date (MFD), and Best Before or Expiry Date;

  • Take clear photographs of the product and packaging;

  • Contact Makkusé as soon as reasonably possible.

Customers are requested not to dispose of the product until our investigation has been completed, unless doing so is necessary for health or safety reasons.

Where verification confirms a manufacturing, packaging, or food safety issue attributable to Makkusé, we will arrange an appropriate replacement, refund, or other suitable remedy.

 

 

3.4 Expired Product

If a product has exceeded its printed Best Before or Expiry Date at the time of delivery, please notify us immediately.

Once verified, Makkusé will replace the product or provide an appropriate exchange or refund.

 

 

3.5 Missing Items

If your order is incomplete or one or more products listed in your order confirmation are missing, please contact Customer Support promptly.

After verification, we may:

  • Deliver the missing product;

  • Replace the missing item;

  • Issue a partial refund; or

  • Provide another suitable resolution.

 

 

3.6 Incorrect Customization

For customized corporate gifting and personalized orders, Makkusé accepts responsibility for errors arising from our production process.

Examples include:

  • Incorrect logo printed;

  • Incorrect greeting card inserted;

  • Incorrect branding;

  • Incorrect customization despite receiving correct approved artwork.

However, where production has been completed exactly according to artwork, spelling, names, messages, logos, colours, quantities, or designs approved by the customer, such orders will generally not qualify for replacement or refund.

 

 

4. Products Not Eligible for Return, Replacement or Refund

To maintain food safety, hygiene standards, and fairness to all customers, certain situations are not eligible for return, replacement, or refund.

 

 

4.1 Food Products After Delivery

Products including Gundpak, Pustakari, Cookies, and other edible products sold by Makkusé are intended for human consumption.

Once delivered and accepted, we are unable to verify how the products have been stored or handled.

Accordingly, products that have been:

  • Opened;

  • Consumed;

  • Partially consumed;

  • Repackaged;

  • Tampered with; or

  • Improperly stored after delivery

will generally not qualify for return unless covered elsewhere under this Policy.

 

 

4.2 Improper Storage After Delivery

Customers are responsible for storing products according to the storage instructions provided.

For example:

  • Gundpak should be stored in the freezer as recommended.

  • Cookies should be kept in a cool, dry place.

  • Pustakari should be protected from excessive moisture and direct sunlight.

Makkusé cannot accept responsibility for deterioration in quality resulting from improper storage after successful delivery.

 

 

4.3 Change of Mind

Returns or refunds are generally not accepted where:

  • You no longer require the product;

  • You ordered the incorrect product;

  • You selected the wrong quantity;

  • The recipient no longer wishes to receive the gift;

  • You changed your preference after placing the order.

 

 

4.4 Personal Taste or Preference

Our products are prepared using authentic recipes and carefully selected ingredients.

Variations in sweetness, texture, aroma, colour, or consistency that naturally occur between production batches do not constitute manufacturing defects.

Personal taste preferences are therefore not considered valid grounds for return or refund.

 

 

4.5 Handmade Packaging & Natural Variations

Many Makkusé gift collections feature handcrafted Lokta paper packaging.

Minor variations in:

  • Colour;

  • Texture;

  • Fibre patterns;

  • Ribbon placement;

  • Decorative finishing;

  • Handcrafted presentation

are natural characteristics of handmade products and should not be considered defects.

 

 

4.6 Incorrect Delivery Information

Customers are responsible for providing accurate delivery information.

Makkusé shall not be responsible for failed deliveries resulting from:

  • Incorrect address;

  • Incorrect phone number;

  • Incomplete address;

  • Recipient unavailable after reasonable delivery attempts.

Where re-delivery is requested under these circumstances, additional delivery charges may apply.

 

 

4.7 Product Images & Website Representation

We make every reasonable effort to display our products accurately on the Makkusé website. However, slight differences may occur due to:

  • Photography;

  • Lighting conditions;

  • Screen display settings;

  • Seasonal packaging updates;

  • Handmade presentation;

  • Natural product characteristics.

Minor variations that do not materially affect the identity, quality, or intended presentation of the product shall not be considered manufacturing defects.

Nothing contained in this section limits any statutory rights available to customers under the applicable laws of Nepal.

 

 

5. Reporting an Issue

If you experience any issue with your order, we recommend contacting Makkusé as soon as reasonably possible after delivery.

While we encourage customers to report concerns within 48 hours of receiving their order, genuine claims submitted after this period may still be reviewed depending on the nature of the issue and the information available.

To help us investigate efficiently, please provide:

  • Order Number;

  • Full Name;

  • Contact Number;

  • Email Address;

  • Description of the issue;

  • Clear photographs of the affected product;

  • Photographs of the outer packaging;

  • Shipping label (where applicable); and

  • Any additional information that may assist our review.

Customers are requested to retain the affected product, original packaging, labels, and accompanying documentation until the investigation has been completed and unless the dispute is resolved.

Once your request has been received, our Customer Support team may contact you for additional information or documentation if required. We may also review production records, dispatch records, quality control documentation, and delivery information before determining the most appropriate resolution.

 

 

6. Refunds & Replacements

Every request submitted to Makkusé is carefully reviewed based on the information provided by the customer, the nature of the issue, production and quality control records, order fulfillment records, and delivery information where applicable. Each request is assessed individually to determine the most appropriate resolution.

Where a claim is verified as being eligible under this Policy or under applicable law, Makkusé may, depending on the circumstances, provide:

  • A replacement of the affected product;

  • Delivery of missing item(s);

  • A full refund;

  • A partial refund; or

  • Another mutually agreed and reasonable resolution.

Where reasonably possible, replacement of the affected product will generally be our preferred resolution. However, where replacement cannot be arranged due to product availability, discontinued products, seasonal collections, or other operational reasons, an appropriate refund may instead be offered.

Refund Processing

Approved refunds are generally processed within 3–10 business days from the date the claim is approved. The actual time required for the refunded amount to appear may vary depending on the payment method used, banking procedures, or the customer's financial institution.

Refunds for online payments will generally be credited back to the original payment method wherever reasonably possible.

For Cash on Delivery (COD) orders, refunds may be processed through bank transfer or another mutually agreed payment method after necessary verification.

Where only part of an order is affected, Makkusé reserves the right to issue a refund only for the affected item(s), rather than the entire order.

Delivery charges are generally non-refundable once delivery has been successfully completed unless the issue resulted directly from an error attributable to Makkusé.

Return Shipping Costs

Where a replacement or refund request is approved due to an error attributable to Makkusé, including incorrect products, verified manufacturing defects, packaging defects, expired products, or products damaged during delivery, Makkusé will bear the reasonable cost of collecting the affected product (where collection is required) and delivering the replacement product.

Customers will not be charged additional shipping costs where the issue has been verified as being the responsibility of Makkusé.

 

 

7. Order Cancellation

Customers may request cancellation of an order before it has been dispatched from the Makkusé production facility.

While we will make every reasonable effort to accommodate cancellation requests received before dispatch, we cannot guarantee cancellation once order processing, packaging, or production has commenced.

Orders that have already been dispatched are generally not eligible for cancellation. Customers experiencing exceptional circumstances may contact Customer Support, and such requests will be reviewed on a case-by-case basis.

Customized, personalized, and corporate gifting orders require additional preparation, production, branding, or packaging. Once production has commenced based on customer-approved specifications, such orders generally cannot be cancelled, modified, or refunded.

Where payment has already been received for an eligible cancelled order, the refund will be processed in accordance with Section 6 of this Policy.

 

 

7.1 Refusal to Accept Delivery

If a customer or recipient refuses to accept delivery without a valid reason covered under this Policy, the order will generally not qualify for cancellation or a full refund.

Where the parcel is returned to Makkusé under such circumstances, any applicable refund may be reduced by reasonable delivery, return shipping, handling, packaging, payment gateway charges, or other actual costs incurred.

Customized products and food products returned due to refusal of delivery may not be suitable for resale and therefore may not qualify for any refund.

 

 

7.2 Cancellation by Makkusé

While Makkusé strives to fulfil every confirmed order, there may be limited situations where we are unable to proceed with an order.

These situations may include, but are not limited to:

  • Product becoming unavailable before dispatch;

  • Inventory discrepancies;

  • Quality control concerns;

  • Technical errors on the website;

  • Pricing errors;

  • Payment verification issues;

  • Delivery locations outside our serviceable area;

  • Events beyond our reasonable control.

Where Makkusé cancels an order before dispatch, customers will be informed as soon as reasonably possible and any payment received will be refunded through the original payment method or another mutually agreed method.

Refunds arising from cancellations initiated by Makkusé are generally processed within 3–10 business days.

 

 

8. Corporate & Customized Orders

Makkusé offers customized gifting solutions for businesses, institutions, and organizations. Such orders may include branded packaging, company logos, greeting cards, personalized messages, promotional inserts, customized gift boxes, or other bespoke elements.

Customers are responsible for carefully reviewing and approving all artwork, branding, names, spellings, logos, colours, quantities, and other customization details before providing final approval.

Once final approval has been received and production has commenced, changes, cancellations, or returns will generally not be accepted.

If a customized order differs from the customer's approved specifications due to an error during Makkusé's production process, we will investigate the matter promptly and determine an appropriate resolution, which may include replacement of the affected items or another suitable remedy.

Customized products prepared according to customer-approved artwork or specifications cannot ordinarily be returned due to customer preference or changes of mind.

 

 

9. General Conditions

Every request submitted under this Policy is reviewed fairly based on the information available at the time of assessment.

Makkusé may request additional photographs, documents, order information, delivery information, or any other supporting material reasonably necessary to verify a claim.

Where appropriate, we may review production records, quality control documentation, dispatch records, payment records, and information provided by our logistics partners before determining an appropriate resolution.

Nothing contained in this Policy is intended to limit or exclude any statutory rights available to customers under the applicable laws of Nepal.

Where a product supplied by Makkusé differs from its description, specifications, or representations made on the official Makkusé website, or where customers are otherwise entitled to remedies under applicable law, Makkusé will provide the remedies required by applicable law.

In the event of any inconsistency between this Policy and applicable legislation, the applicable law shall prevail.

 

 

9.1 Delivery Acceptance

An order shall be deemed successfully delivered once it has been accepted at the delivery address provided by the customer by:

  • the customer;

  • the intended recipient;

  • a family member;

  • an office colleague;

  • a receptionist;

  • a security guard; or

  • any other individual reasonably appearing to be authorized to receive the delivery.

Upon successful delivery, responsibility for the proper handling, storage, refrigeration (where applicable), and care of the products passes to the recipient.

 

 

9.2 Delivery Timeframes

Delivery timeframes displayed on the Makkusé website are estimates only and should not be interpreted as guaranteed delivery commitments.

While we make every reasonable effort to dispatch and deliver orders within the estimated timeframe, delays may occur due to factors beyond our reasonable control, including adverse weather conditions, public holidays, festivals, transportation disruptions, road closures, courier delays, remote delivery locations, government restrictions, or other unforeseen circumstances.

Makkusé shall not be liable for delays arising from such events but will make reasonable efforts to assist customers with delivery updates.

 

 

9.3 Customer Responsibility Upon Delivery

Customers are encouraged to inspect their order as soon as reasonably possible after delivery.

If any product appears damaged, incorrect, incomplete, or otherwise inconsistent with the order placed, customers should retain the product and original packaging and contact Makkusé promptly with the relevant information and supporting photographs.

Prompt reporting assists us in investigating the issue efficiently and coordinating with our delivery partners where necessary.

 

 

9.4 Fraudulent or Abusive Claims

Makkusé reserves the right to reject claims where there is reasonable evidence that a request is fraudulent, intentionally misleading, abusive, or otherwise inconsistent with this Policy.

Where appropriate, additional documentation or verification may be requested before processing a claim.

Nothing contained in this section affects the legal rights available to customers under applicable law.

 

 

9.5 International Orders

Makkusé currently does not provide international shipping or export services directly. Customers who wish to take Makkusé products outside Nepal or arrange international shipment do so at their own discretion and responsibility.

Our products are generally packed, sealed, and labelled in accordance with our standard packaging practices. While these packaging standards are intended to support product quality and may be suitable for personal carriage, Makkusé does not represent or guarantee that any product will comply with the import regulations, customs requirements, food safety laws, or other legal requirements of any destination country.

Customers are solely responsible for:

  • Ensuring that the products are permitted for import into the destination country;

  • Complying with all applicable customs, quarantine, food safety, and import regulations;

  • Arranging transportation, courier, freight, or other shipping services;

  • Obtaining any permits, declarations, or approvals that may be required; and

  • Paying any customs duties, import taxes, inspection fees, brokerage charges, storage charges, or other government-imposed costs.

As Makkusé is not involved in or responsible for international transportation or export, we cannot guarantee successful delivery, customs clearance, product acceptance by foreign authorities, or the condition of products after they leave Nepal.

Accordingly, Makkusé shall not be liable for delays, confiscation, refusal of entry, spoilage, damage, additional costs, or any loss arising from international transportation or import procedures arranged by the customer or a third party.

 

 

10. Contact Us

If you have any questions regarding this Policy or require assistance with a return, replacement, refund, cancellation, or any other order-related matter, please contact us using the details below.

Lasakusa Food Products Pvt. Ltd.
Operating Brand: Makkusé

Website:
www.makkuse.com
 www.makkuse.store

Customer Support Email: admin@makkuse.com
Phone: +977 9820106916 / +977 9820106801
Customer Support Hours: Daily, 10:00 AM – 10:00 PM (Nepal Time)

Customers may also contact us through our official WhatsApp, Facebook, and Instagram pages for order assistance and support.