You are paying from thousands of miles away for something you will never see. These are the terms that protect you if it goes wrong.
Last updated 1 August 2026
Cancel up to 24 hours before the delivery date and you get a full refund, no questions asked. Inside that window the gift is usually already assembled, so we may keep the cost of perishable items — we will tell you the exact amount before we process anything.
If the gift never arrives, arrives damaged, or is materially not what you ordered, tell us within 7 days of the delivery date. We will re-deliver at our cost or refund you in full — your choice.
Every delivery is photographed on handover. That photo is the evidence for both of us, and you get a copy by email whether or not anything goes wrong.
Nothing on this site is held in stock. Every gift is bought and put together in Kathmandu on the morning it goes out, so unless a product page says otherwise its photograph is an illustration — the design of the rakhi, the arrangement of the tray and the packaging will differ from the picture.
What we commit to is the itemised list on the product page, under “What's in the box”. If a component cannot be found on the day we substitute something of the same or greater value and tell you what changed before the gift is delivered. If you would rather not have the substitute, that falls under the 7 days above.
If the address or phone number you gave us is wrong and the recipient cannot be found after we have called both of you, we cannot refund the delivery. We will always contact you before giving up.
A substitution we have told you about, of equal or greater value, is not on its own grounds for a refund of the whole gift — see “What the pictures show” above. Flowers and cakes are the usual case: varieties are seasonal and Kathmandu's florists carry what they carry.
Back the way you paid. For a card payment that means Stripe returning it to the same card — bank timings vary, but it is usually visible within five to ten working days. If you arranged payment with us another way, the refund goes back down the same route.
To start any of this, contact us through the help page with your order reference.
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