What to do if something isn't right

How our returns support works

iWishBag helps you buy from third-party sellers. If something goes wrong we clarify who is accountable, what proof is needed, and how we'll coordinate with the seller or courier for a fix.

Use this guide to learn when we step in directly, when a seller's policy applies, and how to report issues within the required window.

When iWishBag takes responsibility

If the issue is caused by us, we'll fix it or refund the iWishBag service fees and shipping we charged.

If damage happens while an item is in our custody or with our courier before delivery to you, we take responsibility and will fix or refund our charges.

• We placed an order that doesn't match the confirmed spec you gave (wrong size, color, or model).
• We duplicated a payment or charged for a service we didn't deliver.
• Your parcel was damaged or lost while with iWishBag or our courier before delivery.

Optional Insurance Protection

For full product value protection, you can add Insurance at checkout. This covers 100% of the declared product value, not just our service fees.

Insurance costs 2.5% of the item value (minimum NRs 100, maximum NRs 1,000 per item). We recommend insurance for high-value items, electronics, and fragile goods.

• Without insurance: Claims are limited to iWishBag service fees and shipping charges only (typically NRs 2,000-5,000).
• With insurance: Full product value coverage up to NRs 1,00,000 per item.
• Extended claim window: 30 days with insurance vs 48 hours without.
• Seller dispute protection: If we can't recover from the seller, insurance covers your loss.
• Post-delivery coverage: Insured items are covered for 7 days after delivery (sealed items only).

Buyer-initiated cancellations or returns

If you cancel or return by choice (not due to our error or a seller/courier fault), we deduct a NPR 200 handling fee per order.

Refunds are also net of non-refundable costs: payment/FX fees, any courier/customs/inspection fees already paid, and seller restocking/return shipping (if applicable). Courier fees, customs, and handling charges are non-refundable.

Courier fees for returning items to the seller are chargeable to the customer unless the seller/carrier admits fault.

Refunds are processed to the original payment method when possible, typically within 7–14 business days after approval or seller return confirmation.

• If we caused the issue, we waive the NPR 200 handling fee and any fees we control.
• Pre-orders/custom builds may be non-cancellable once the seller locks the order.
• Returns to sellers may incur return shipping and restocking fees unless the seller/carrier admits fault.

When the seller remains responsible

Incorrect, counterfeit, defective, or missing items shipped by the seller fall under their return or warranty policy. We'll liaise on your behalf but can't approve refunds on our own.

• Wrong or substandard items despite accurate instructions from you and iWishBag.
• Manufacturer defects that surface after unboxing.
• Warranty or after-sales claims (repairs, spare parts, or extended coverage).
• Change-of-mind returns, if the seller allows them and you cover freight or restocking fees.

How to report a problem

Act fast so we can escalate while evidence is fresh. Delays lower the odds of a successful seller or courier claim.

• Inspect the parcel within 48 hours. Keep every piece of packaging, labels, and protective material.
• Take clear photos and short videos of the outer box, label, product, and defect.
• Email your concierge contact or use the support form at iwishbag.com/contact with your order ID, description, and evidence.
• Don't discard damaged items or packaging until we confirm next steps—sellers often require them for returns.

What to expect during mediation

We'll keep you updated while we coordinate with the seller, marketplace, or courier. Timelines depend on their policies and response times.

• We acknowledge your report within one business day and confirm whose responsibility it is.
• For seller issues we file a case within two business days and provide at least weekly updates.
• Refunds we send are limited to amounts we recover, returned via the same payment method when possible.
• If the seller offers a replacement, repair, or store credit, we'll share the option so you can choose.

Evidence we may request

Marketplaces and couriers ask for different proof. Keep these handy so we can escalate without delay.

• Photos of the sealed parcel, opened parcel, product, and any serial or SKU tags.
• Proof of issue such as listing screenshots or a short clip showing the defect.
• For electronics, a quick note on troubleshooting steps you've already tried.
• For courier damage, a short signed statement noting when and where you spotted it.

Exclusions and special cases

Some products or situations sit outside our support limits. We'll flag them upfront whenever possible.

• Perishables, hygiene items, intimate apparel, and opened consumables.
• Items marked final sale or non-returnable when purchased.
• Damage that happens after delivery to your nominated address.
• Government seizures, customs fines, or confiscations caused by inaccurate declarations provided by the customer.