RETURN, REFUND, REPLACEMENT & CANCELLATION POLICY

Effective Date: 1st August 2026
Last Updated: 1st August 2026

1. INTRODUCTION

At Makkusé, operated by Lasakusa Food Products Pvt. Ltd., we are committed to providing our customers with products that reflect the quality, authenticity, craftsmanship, and care associated with our brand.

Every order placed through our official website is processed with care. Products are prepared or selected, quality checked, packed, labelled, and dispatched according to the nature of the product and the requirements of the order.

Our product range includes traditional Nepali sweets, dairy-based products, handcrafted cookies, gift collections, festive products, customized gift boxes, and corporate gifting solutions. As several of our products are edible and some products are perishable, our return and refund process takes into consideration food safety, hygiene, shelf life, storage requirements, product condition, and the circumstances under which a concern has been raised.

While we make every reasonable effort to ensure that the correct products are delivered in appropriate condition, circumstances may arise where a customer receives an incorrect, damaged, incomplete, defective, expired, or materially different product.

We take such concerns seriously.

Where a customer raises a valid concern, Makkusé will review the matter based on the circumstances, information provided, order records, product information, packaging and dispatch records, and where appropriate, delivery records.

Depending on the nature of the issue and applicable law, an eligible claim may result in:

• Replacement of the affected product;
• Delivery of missing items;
• Correction of an incorrect order;
• Full refund;
• Partial refund;
• Refund including applicable taxes where required by law; or
• Another appropriate remedy permitted under applicable law.

This Policy explains the terms and procedures applicable to returns, refunds, replacements, and order cancellations for purchases made directly through the official Makkusé website.

Nothing in this Policy is intended to remove, restrict, or waive any mandatory rights or remedies available to consumers under the applicable laws of Nepal.

2. BUSINESS INFORMATION

Legal Name: Lasakusa Food Products Pvt. Ltd.
Operating Brand: Makkusé

Registered Address: [Nagarjun-03-Kathmandu, Nepal]
PAN/VAT Number: [604369811]

Official Websites:

• 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

For any matter relating to an order, customers are encouraged to contact Makkusé through the contact details provided above.

3. SCOPE OF THIS POLICY

This Policy applies to orders purchased directly through the official Makkusé websites operated by Lasakusa Food Products Pvt. Ltd.

This includes:

• Individual retail purchases;
• Gift orders;
• Orders delivered to a third-party recipient;
• Festival and seasonal collections;
• Corporate gifting orders;
• Customized gift boxes;
• Personalized gifting solutions;
• Promotional or special collections sold directly through the official website; and
• Other products or services purchased directly from Makkusé through its official online sales channels.

This Policy does not automatically apply to purchases made through:

• Retail stores or physical outlets;
• Distributors;
• Resellers;
• Corporate partners;
• Third-party marketplaces;
• Independent delivery or sales partners; or
• Other sales channels not directly operated by Makkusé.

Where a customer purchases a Makkusé product through another seller or platform, the customer should refer to the return, refund, replacement, and cancellation policy applicable to that particular seller or platform.

4. IMPORTANT NATURE OF MAKKUSÉ PRODUCTS

Makkusé sells food products, including traditional sweets, dairy-based products, cookies, and other edible products.

Customers acknowledge that food products differ from ordinary non-food retail products because:

• They may have a limited shelf life;
• Certain products may be perishable;
• Some products require specific storage conditions;
• Product texture and appearance may naturally change depending on temperature and environmental conditions;
• Once opened or consumed, the product cannot generally be returned for hygiene and food-safety reasons; and
• Product condition may be affected by improper storage or handling after delivery.

Products such as Gundpak and other dairy-based or perishable products may require specific storage conditions. Customers should always follow the storage and handling instructions provided on the product packaging.

Where customers require clarification regarding the storage, handling, shelf life, or consumption of a product, they may contact Makkusé Customer Support.

5. ELIGIBILITY FOR RETURN, REFUND OR REPLACEMENT

Makkusé reviews each customer complaint or request individually.

Subject to verification and applicable law, customers may be eligible for a refund, replacement, correction, or other remedy where an order is found to have one or more of the following issues:

1. Incorrect product delivered;
2. Incorrect quantity delivered;
3. Missing product or item;
4. Product materially damaged during delivery;
5. Manufacturing defect;
6. Packaging defect;
7. Incorrect labelling attributable to Makkusé;
8. Food-safety concern attributable to production or packaging;
9. Expired product delivered;
10. Product materially different from the description or specifications provided on the website;
11. Incorrect customization attributable to Makkusé; or
12. Another circumstance where a refund, replacement, or other remedy is required under applicable law.

Eligibility is determined based on the nature of the complaint and the available evidence.

6. INCORRECT PRODUCT DELIVERED

If a customer receives a product that differs from the product ordered and confirmed by Makkusé, the customer should contact us as soon as reasonably possible.

Examples include:

• Different product received;
• Incorrect flavour;
• Incorrect product variant;
• Incorrect quantity;
• Incorrect gift box;
• Incorrect gift collection;
• Incorrect product size; or
• Incorrect customized product due to an error made by Makkusé.

Customers should provide their order number and clear photographs of the received product where possible.

After verification, Makkusé may:

• Arrange collection of the incorrect product;
• Deliver the correct product;
• Replace the affected product;
• Issue a refund for the affected product; or
• Provide another appropriate remedy in accordance with applicable law.

Where the incorrect delivery is attributable to Makkusé, reasonable costs associated with the approved replacement or collection will be borne by Makkusé.

7. INCORRECT QUANTITY OR MISSING ITEMS

Customers should check the contents of their order after delivery.

If an order contains fewer items than stated in the order confirmation, customers should contact Makkusé promptly.

Examples include:

• Missing product;
• Missing jar;
• Missing gift item;
• Missing accessory;
• Missing greeting card;
• Incorrect number of products; or
• Missing components of a gift box.

After verification, Makkusé may:

• Dispatch the missing item;
• Replace the missing item;
• Issue a partial refund; or
• Provide another appropriate remedy.

If the issue is found to have resulted from an error by Makkusé, the customer will not be charged additional delivery fees for the correction.

8. PRODUCT DAMAGE DURING DELIVERY

Makkusé takes reasonable care when preparing and packaging products for delivery.

However, products may occasionally experience damage during transportation.

Customers are encouraged to inspect the package as soon as reasonably possible after receiving it.

Examples of potentially eligible delivery damage include:

• Broken jars;
• Cracked containers;
• Leakage;
• Damaged seals;
• Torn packaging exposing the product;
• Significantly crushed food products;
• Significant damage to gift packaging; or
• Damage that materially affects the usability or integrity of the product.

Minor cosmetic marks, creases, or damage to an outer courier carton that does not materially affect the product or its intended use may not qualify for a replacement or refund.

Where damage is reported, customers should provide:

• Order number;
• Photographs of the damaged product;
• Photographs of the packaging;
• Photographs of the delivery label; and
• Any other relevant information requested by Makkusé.

Where the damage is verified, Makkusé will determine an appropriate remedy in accordance with this Policy and applicable law.

9. MANUFACTURING OR PACKAGING DEFECTS

Makkusé maintains quality-control procedures for its products and packaging.

If a customer believes a product has a manufacturing or packaging defect, they should contact us promptly.

Potential examples include:

• Packaging failure;
• Improper sealing;
• Product leakage before opening;
• Incorrect product labelling;
• Missing required product information;
• Foreign matter;
• Unusual product condition attributable to production; or
• Other verified manufacturing or packaging issues.

Where a food-safety concern is suspected, customers should immediately stop consuming the product.

Customers should retain:

• Remaining product;
• Original packaging;
• Labels;
• Batch number;
• Manufacturing date;
• Best Before or Expiry Date; and
• Any other information that may assist the investigation.

Where reasonably possible, customers should provide clear photographs.

Makkusé may inspect the product, packaging, batch information, production records, and other relevant information to determine the cause of the issue.

Where the issue is verified as being attributable to Makkusé, an appropriate replacement, refund, or other remedy will be provided in accordance with applicable law.

10. FOOD SAFETY CONCERNS

Customer safety is extremely important to Makkusé.

If a customer believes that a product may present a food-safety concern, the customer should:

1. Stop consuming the product immediately;
2. Keep the remaining product where reasonably possible;
3. Keep the original packaging;
4. Preserve batch and date information;
5. Take photographs of the product and packaging; and
6. Contact Makkusé Customer Support promptly.

Customers should not continue consuming a product merely because the issue appears minor.

Makkusé may request additional information to investigate the matter, including photographs, batch details, delivery information, or other relevant information.

Where appropriate, Makkusé may review production and quality-control records relating to the relevant batch.

If the issue is verified as attributable to Makkusé, an appropriate remedy will be provided in accordance with this Policy and applicable law.

11. EXPIRED PRODUCTS

Makkusé takes reasonable care to ensure that products dispatched to customers are within their stated shelf life.

If a customer receives a product that has already passed its printed Best Before or Expiry Date at the time of delivery, the customer should contact Makkusé immediately.

The customer should provide:

• Order number;
• Product details;
• Photographs of the date marking; and
• Photographs of the product and packaging.

After verification, Makkusé will provide an appropriate replacement, refund, exchange, or other remedy in accordance with applicable law.

12. PRODUCT DESCRIPTION OR SPECIFICATION MISMATCH

Makkusé makes reasonable efforts to ensure that product names, descriptions, photographs, ingredients, quantities, specifications, packaging information, and other representations displayed on the website are accurate and up to date.

However, certain minor variations may occur due to:

• Photography and lighting;
• Screen settings;
• Natural product characteristics;
• Seasonal packaging;
• Handmade packaging;
• Production batches; or
• Minor presentation differences.

Such minor variations do not necessarily constitute a product defect.

However, where a product supplied by Makkusé is materially different from its description, specifications, or other representations made on the website, customers may contact us with details of the concern.

Makkusé will review the matter fairly and individually.

Where a material mismatch is verified, Makkusé will provide the remedy required under applicable law. Depending on the circumstances, this may include replacement, correction, or refund.

Where applicable law requires a full refund, including applicable taxes and other amounts required by law, Makkusé will provide such refund.

Nothing in this section is intended to restrict any statutory consumer rights or remedies.

13. CUSTOMIZED AND PERSONALIZED ORDERS

Makkusé offers customized gifting solutions for corporate and individual customers.

Customized orders may include:

• Company logos;
• Custom packaging;
• Personalized messages;
• Greeting cards;
• Names;
• Branding;
• Promotional materials;
• Customized gift boxes;
• Special quantities; or
• Other customer-specific requirements.

Customers are responsible for reviewing all approved specifications before production begins.

This includes:

• Names;
• Spelling;
• Logo;
• Artwork;
• Colours;
• Quantity;
• Product selection;
• Message;
• Branding;
• Packaging specifications; and
• Other approved details.

Once the customer has provided final approval and production has commenced, cancellation or modification may not be possible.

If Makkusé produces an order incorrectly despite receiving accurate and approved specifications, the matter will be reviewed and an appropriate remedy will be provided where the error is attributable to Makkusé.

Where the product has been produced according to the customer's approved specifications, a return or refund generally will not be available solely because the customer subsequently changes their mind or dislikes the approved design.

This section remains subject to any rights available under applicable law.

14. FOOD PRODUCTS AFTER DELIVERY

Because Makkusé products are edible and some are perishable, returns of food products after successful delivery are generally restricted for hygiene and food-safety reasons.

Products that have been:

• Opened;
• Consumed;
• Partially consumed;
• Repackaged;
• Tampered with;
• Improperly stored; or
• Otherwise handled after delivery

will generally not be accepted for return unless the issue is covered by this Policy or applicable law.

This restriction does not apply where a product is defective, unsafe, expired, materially different from its description, or otherwise subject to a statutory remedy.

15. STORAGE AND HANDLING AFTER DELIVERY

Customers are responsible for appropriately storing products after delivery.

Storage requirements may vary depending on the product.

Customers should carefully follow:

• Storage instructions;
• Best Before/Expiry information;
• Product labels;
• Temperature requirements;
• Refrigeration or freezing requirements, where applicable; and
• Any other handling instructions provided with the product.

For products requiring refrigeration or freezing, customers should make appropriate arrangements to store the product promptly after receiving it.

Makkusé cannot accept responsibility for deterioration, spoilage, changes in texture, melting, contamination, or other quality issues caused by improper storage or handling after delivery where the issue is not attributable to Makkusé.

16. NATURAL VARIATIONS IN FOOD PRODUCTS

Makkusé products include traditionally prepared and handcrafted food products.

Natural variations may occur between batches.

These may include variations in:

• Colour;
• Texture;
• Aroma;
• Shape;
• Size;
• Sweetness;
• Consistency; or
• Appearance.

Such variations may be a natural characteristic of the product and do not automatically constitute a manufacturing defect.

However, if a variation is materially outside the product description or indicates a genuine quality or safety concern, customers are encouraged to contact Makkusé for review.

17. HANDCRAFTED PACKAGING AND NATURAL VARIATIONS

Certain Makkusé products use handcrafted Lokta paper boxes and other handmade packaging elements.

Because these products may be handcrafted, minor differences may occur in:

• Paper texture;
• Fibre pattern;
• Colour;
• Shape;
• Finishing;
• Ribbon placement;
• Printing;
• Decorative elements; or
• Overall appearance.

These characteristics may vary between individual pieces and should not generally be considered defects.

Where a handcrafted packaging element is materially damaged or differs substantially from the product presented or ordered, customers may contact Makkusé for review.

18. CHANGE OF MIND

Customers should carefully review their order before completing the purchase.

A return or refund is generally not available solely because:

• The customer changed their mind;
• The customer no longer requires the product;
• The customer selected the wrong product;
• The customer selected the wrong quantity;
• The intended recipient no longer wants the gift;
• The customer selected an unsuitable gift; or
• The customer subsequently prefers another product.

This section does not restrict any statutory rights available to customers under applicable law.

19. PERSONAL TASTE OR PREFERENCE

Makkusé products are prepared according to established recipes and product specifications.

Individual preferences may vary.

Differences in personal preference relating to:

• Sweetness;
• Texture;
• Aroma;
• Flavour;
• Colour; or
• Other subjective characteristics

do not generally constitute a product defect.

Customers who have questions about ingredients or product characteristics are encouraged to contact Makkusé before placing an order.

20. ALLERGENS AND INGREDIENT INFORMATION

Customers should review the product information provided on the website and product packaging before purchasing or consuming a product.

Certain Makkusé products may contain or be prepared using ingredients such as milk, dairy products, nuts, or other allergens.

Customers with allergies, dietary restrictions, intolerances, or other food-related concerns should contact Makkusé before purchasing if they require additional clarification.

Makkusé cannot accept responsibility for an allergic reaction arising from a known or undisclosed customer allergy where the relevant ingredient or allergen information has been appropriately provided.

Where an ingredient or allergen is incorrectly labelled due to an error attributable to Makkusé, the matter should be reported immediately and will be reviewed in accordance with this Policy and applicable law.

21. INCORRECT DELIVERY INFORMATION

Customers are responsible for providing complete and accurate delivery information.

This includes:

• Recipient's name;
• Contact number;
• Complete address;
• Building or house details;
• Landmark where required;
• Delivery instructions; and
• Other information necessary to facilitate delivery.

Makkusé will not ordinarily be responsible for failed or delayed delivery caused by:

• Incorrect address;
• Incomplete address;
• Incorrect phone number;
• Recipient being unavailable;
• Recipient refusing to accept the parcel;
• Failure to respond to courier calls;
• Incorrect delivery instructions; or
• Other information incorrectly provided by the customer.

Where re-delivery is possible, additional delivery charges may apply.

22. REFUSAL TO ACCEPT DELIVERY

If a customer or recipient refuses to accept a parcel without a valid reason covered by this Policy or applicable law, the order will generally not qualify for a full refund.

Where the parcel is returned to Makkusé because of refusal, recipient unavailability, or incorrect customer-provided delivery information, any applicable refund may be adjusted for reasonable costs actually incurred, including:

• Delivery charges;
• Return transportation;
• Handling;
• Packaging;
• Courier charges; or
• Other reasonable costs,

subject to applicable law.

Because food products may not be suitable for resale after being returned or exposed to uncertain storage conditions, returned edible products may not be resold or redistributed.

23. REPORTING AN ISSUE

Customers should contact Makkusé as soon as reasonably possible after receiving an order if they identify an issue.

For delivery-related concerns such as visible damage, missing items, or incorrect products, we strongly encourage customers to contact us within 48 hours of delivery.

However, a customer may still contact us after 48 hours where there is a genuine concern, particularly where the nature of the issue could not reasonably have been identified immediately.

The following information may be requested:

• Order number;
• Customer name;
• Recipient name;
• Contact number;
• Email address;
• Product name;
• Description of the issue;
• Date and time of delivery;
• Photographs of the product;
• Photographs of packaging;
• Shipping label;
• Batch number;
• Manufacturing date;
• Best Before/Expiry Date; and
• Other information reasonably required to assess the matter.

Customers should retain the affected product and original packaging until the matter has been reviewed where reasonably possible.

24. INVESTIGATION OF CLAIMS

Once a complaint is received, Makkusé may review the matter based on the information provided.

Depending on the nature of the complaint, the review may include:

• Order records;
• Payment records;
• Product specifications;
• Production records;
• Quality-control records;
• Batch information;
• Packaging records;
• Dispatch records;
• Photographs provided by the customer;
• Delivery records;
• Courier information; and
• Other relevant information.

Makkusé may contact the customer for additional information where necessary.

The purpose of this review is to understand the circumstances and determine the appropriate resolution.

25. REFUND OPTIONS

Where a refund is approved, Makkusé will generally attempt to process the refund using the original payment method.

Depending on the payment method, refund may be processed through:

• Original payment method;
• Payment gateway;
• Bank transfer; or
• Another mutually agreed method.

For Cash on Delivery orders, Makkusé may request bank details or other information necessary to process an approved refund.

Customers should provide accurate payment information when requested.

Makkusé is not responsible for delays caused by banks, payment gateways, financial institutions, or other third-party payment processors after the refund has been successfully initiated by Makkusé.

26. REFUND PROCESSING TIME

Once a refund has been approved, Makkusé generally aims to process it within 3–10 business days.

The actual time required for the amount to appear in the customer's account may vary depending on:

• Payment method;
• Payment gateway;
• Bank;
• Financial institution;
• Card provider; or
• Other payment-processing arrangements.

Customers may contact Makkusé if an approved refund has not been received after a reasonable processing period.

27. FULL AND PARTIAL REFUNDS

Depending on the circumstances, a refund may be:

• Full refund;
• Partial refund; or
• Refund for the specific affected product or component.

Where only part of an order is affected, Makkusé may generally refund the affected portion rather than the entire order.

However, where applicable law requires a full refund, including applicable taxes and other amounts required by law, Makkusé will provide the legally required refund.

Refund treatment will therefore depend on the nature of the issue, the affected portion of the order, and applicable law.

28. DELIVERY CHARGES ON REFUNDS

Delivery charges are generally non-refundable where an order has been successfully delivered and the customer requests a refund for reasons unrelated to an error attributable to Makkusé.

Where a verified issue is attributable to Makkusé, such as:

• Incorrect product;
• Missing product;
• Verified manufacturing defect;
• Verified packaging defect;
• Expired product delivered; or
• Other qualifying fulfilment error,

Makkusé will bear reasonable delivery or collection costs associated with the approved replacement or corrective action.

Where applicable law requires delivery charges or other amounts to be refunded, Makkusé will comply with such requirements.

29. REPLACEMENTS

Where an eligible claim is approved, Makkusé may offer a replacement where reasonably possible.

Replacement may be preferred where:

• The same product is available;
• The issue affects a specific product;
• The customer requires the original product ordered; or
• Replacement is a practical and appropriate resolution.

If the same product is unavailable, discontinued, seasonal, or otherwise cannot reasonably be supplied, Makkusé may provide an appropriate refund or alternative remedy.

Any replacement will be subject to product availability and applicable law.

30. REPLACEMENT OF CUSTOMIZED PRODUCTS

Customized products may require additional production, printing, packaging, branding, and preparation.

Where a customized product is incorrectly produced due to an error by Makkusé, the company may arrange replacement or another appropriate remedy.

Where the product was produced exactly according to customer-approved artwork or specifications, Makkusé will generally not be responsible for subsequent changes requested by the customer.

31. ORDER CANCELLATION

Customers may request cancellation of an order before dispatch.

Customers should contact Makkusé Customer Support as soon as possible if they wish to cancel an order.

We will make reasonable efforts to accommodate cancellation requests received before dispatch.

However, cancellation may not be possible once:

• Production has started;
• Packaging has commenced;
• Customization has commenced;
• Personalized items have been prepared;
• The order has been handed to the delivery partner; or
• The order has otherwise progressed beyond a stage where cancellation is reasonably possible.

32. CANCELLATION OF CUSTOMIZED ORDERS

Customized and corporate orders often require advance procurement, production, printing, branding, packaging, or preparation.

Once production has commenced based on customer-approved specifications, the order may not be cancellable.

Where a cancellation request is received before production begins, Makkusé will make reasonable efforts to accommodate the request.

Any refund arising from an eligible cancellation will be processed in accordance with this Policy and applicable law.

33. ORDERS ALREADY DISPATCHED

Once an order has been dispatched, cancellation may no longer be possible.

If a customer wishes to cancel a dispatched order, they should contact Makkusé immediately.

Depending on the status of the shipment, Makkusé may attempt to stop or redirect the delivery where reasonably possible.

Any costs arising from such intervention may apply where permitted by law.

Food products that have already entered delivery cannot generally be treated as ordinary returnable merchandise due to food safety and storage considerations.

34. CANCELLATION BY MAKKUSÉ

Makkusé may cancel an order in limited circumstances where fulfilment is not reasonably possible.

Such circumstances may include:

• Product becoming unavailable;
• Inventory discrepancies;
• Quality-control concerns;
• Product safety concerns;
• Website or technical errors;
• Incorrect pricing displayed due to an obvious technical error;
• Payment verification issues;
• Delivery location outside available service coverage;
• Inability to contact the customer where necessary to fulfil the order; or
• Circumstances beyond Makkusé's reasonable control.

Where Makkusé cancels an order after receiving payment, the customer will be informed as soon as reasonably possible and any applicable refund will be processed.

35. PRODUCT PRICING OR WEBSITE ERRORS

Makkusé makes reasonable efforts to ensure that prices, product information, discounts, promotional offers, and other information displayed on the website are accurate.

In the event of an obvious technical or pricing error, Makkusé may contact the customer before dispatch to clarify the order.

Where an order cannot reasonably be fulfilled at the incorrectly displayed price, Makkusé may cancel the order and refund any payment received.

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

36. PROMOTIONAL AND DISCOUNTED PRODUCTS

Products purchased under promotional campaigns, seasonal offers, discounts, bundles, or special offers remain subject to this Policy unless the specific promotion states otherwise.

A promotional price does not remove any statutory rights available to customers.

Where a refund is legally or otherwise appropriately approved for a promotional order, the refund will generally relate to the actual amount paid for the affected product or order, subject to applicable law.

37. GIFT ORDERS

Where a customer purchases a product as a gift for another person, the customer remains responsible for providing accurate recipient information.

The recipient may receive the delivery, but any refund or cancellation request relating to the order may require verification from the original purchaser.

For food products, the recipient is responsible for appropriate storage and handling after delivery.

Where the gift recipient reports a delivery or product issue, Makkusé may communicate with the recipient to verify the concern and may also contact the purchaser where necessary.

38. DELIVERY TO A THIRD PARTY

A customer may request delivery to another individual, office, organization, or location.

Delivery will generally be considered completed once the parcel is accepted at the delivery address by:

• Intended recipient;
• Family member;
• Office colleague;
• Receptionist;
• Security personnel; or
• Another person reasonably appearing to be authorized to receive the parcel.

Customers are responsible for ensuring that the recipient is able to receive and appropriately store the products.

39. INTERNATIONAL TRANSPORTATION

Makkusé currently does not provide direct international shipping.

Our official delivery service is limited to Nepal.

Customers who wish to take Makkusé products outside Nepal may independently arrange transportation, courier services, or personal carriage at their own responsibility.

Makkusé products are packed, sealed, and labelled according to our standard packaging practices. However, such packaging should not be interpreted as a guarantee that a product will satisfy the import, customs, quarantine, food-safety, or other regulatory requirements of another country.

Customers arranging international transportation are solely responsible for:

• Confirming whether the products may legally be transported into the destination country;
• Checking destination-country food and import regulations;
• Arranging courier or transportation services;
• Obtaining required permits or approvals;
• Completing customs documentation;
• Paying customs duties and taxes;
• Paying courier, brokerage, inspection, storage, or other charges; and
• Ensuring suitable transportation and storage conditions.

Makkusé does not assume responsibility for:

• International courier delays;
• Customs delays;
• Customs rejection;
• Confiscation;
• Import restrictions;
• Additional customs charges;
• Product deterioration during international transportation;
• Improper storage during transit;
• Damage occurring after the products leave Makkusé's control; or
• Other circumstances arising from transportation arranged independently by the customer or a third party.

Customers who independently arrange international transportation do so at their own responsibility.

40. CUSTOMER RESPONSIBILITY AFTER PURCHASE

Customers are expected to review the product information provided by Makkusé and follow the relevant instructions regarding:

• Storage;
• Handling;
• Shelf life;
• Best Before/Expiry Date;
• Consumption;
• Refrigeration or freezing where applicable; and
• Other product-specific requirements.

Once an order has been successfully delivered, the customer or recipient becomes responsible for appropriate storage and handling of the products.

Makkusé remains responsible for issues attributable to Makkusé and covered under applicable law, but is not responsible for issues caused by improper handling or storage after delivery where such issues are not attributable to Makkusé.

41. CUSTOMER SUPPORT AND PRODUCT CLARIFICATION

Customers are encouraged to contact Makkusé before purchase if they require clarification regarding:

• Ingredients;
• Allergens;
• Product characteristics;
• Shelf life;
• Storage requirements;
• Product size;
• Quantity;
• Customization;
• Delivery;
• Packaging; or
• Other product-related information.

Our Customer Support team will make reasonable efforts to provide available information to help customers make an informed purchasing decision.

42. FRAUDULENT OR ABUSIVE CLAIMS

Makkusé aims to handle customer concerns fairly and reasonably.

However, Makkusé may request additional verification where there are reasonable grounds to believe that a claim may be:

• Fraudulent;
• Intentionally misleading;
• Repeated without reasonable basis;
• Abusive;
• Inconsistent with available order or delivery records; or
• Otherwise made in bad faith.

This may include requesting photographs, product information, packaging, order information, or other supporting evidence.

Nothing in this section is intended to restrict legitimate customer rights under applicable law.

43. LIMITATION OF POLICY

This Policy is intended to explain Makkusé's general procedures for returns, refunds, replacements, and cancellations.

It does not override mandatory provisions of applicable Nepalese law.

Where a provision of this Policy is inconsistent with a mandatory legal requirement, the applicable legal requirement will prevail.

Where applicable law provides a customer with a right to a refund, replacement, cancellation, or other remedy, that right will remain available notwithstanding any contrary general provision in this Policy.

44. CHANGES TO THIS POLICY

Makkusé may update or revise this Policy from time to time to reflect:

• Changes in applicable laws;
• Changes in business operations;
• Changes in product categories;
• Changes in payment methods;
• Changes in delivery arrangements;
• Changes in website functionality; or
• Other operational requirements.

The latest version of this Policy will be published on the official Makkusé website.

The effective date displayed at the beginning of the Policy indicates the date from which the current version applies.

45. GOVERNING LAW

This Policy shall be interpreted in accordance with the applicable laws of Nepal.

Any matter relating to the purchase, return, refund, replacement, cancellation, delivery, or use of products purchased from Makkusé shall be subject to the applicable laws and regulations of Nepal.

Nothing in this Policy limits any mandatory rights or remedies available to consumers under applicable law.

46. CONTACT US

For any questions, concerns, or requests relating to returns, refunds, replacements, cancellations, product quality, or orders, please contact:

Lasakusa Food Products Pvt. Ltd.
Operating Brand: Makkusé

Registered Address:
[Nagarjun-03-Kathmandu, Nepal]

PAN/VAT No.:
[604369811]

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

When contacting us regarding an order, customers are encouraged to include their order number and registered contact details so that we can assist as efficiently as possible.

47. CUSTOMER ACKNOWLEDGEMENT

By placing an order through the official Makkusé website, the customer acknowledges that:

• They have reviewed the product information available at the time of purchase;
• They understand that Makkusé sells food and, in some cases, perishable products;
• They understand that products may have specific storage and handling requirements;
• They are responsible for providing accurate delivery information;
• They will follow applicable product storage and handling instructions after delivery; and
• They have read and understood this Return, Refund, Replacement & Cancellation Policy.

Nothing in this acknowledgement limits any rights or remedies available to the customer under applicable law.

Makkusé reserves the right to review each individual case fairly and provide an appropriate remedy in accordance with this Policy and the applicable laws of Nepal.