Return and Replacement Policy

At Nicofire, customer satisfaction and product reliability are our top priorities. We stand behind the quality of every fire safety product we sell. If you receive a defective, damaged, or incorrect product, we are committed to making it right.

Important: Nicofire operates a replacement-only policy. We do not offer cash refunds or monetary refunds in any form. All eligible claims will be resolved through product replacement only.

1. Replacement Policy

We offer free product replacement under the following conditions:

• The product received is defective or not functioning properly.

• The product was damaged during delivery/shipping.

• The wrong product was delivered (wrong size, type, or model).

• The product does not match the description listed on our website.

To be eligible for a replacement, the following conditions must be met:

• Replacement request must be raised within 7 days of receiving the product.

• Product must be unused and in its original condition.

• Product must be in its original packaging with all accessories, labels, and tags intact.

• Proof of purchase (order confirmation or invoice) must be provided.

• Photos or video of the defective/damaged product must be submitted at the time of the claim.

2. How to Request a Replacement

Requesting a replacement is simple. Follow these steps:

1. Contact us within 7 days of delivery via WhatsApp, phone, or email.

2. Share your order number, product details, and reason for replacement.

3. Attach clear photos or a short video showing the defect or damage.

4. Our team will review your request within 1–2 business days.

5. Once approved, we will arrange pickup of the defective product and dispatch a replacement.

Contact Details for Replacement Requests

• WhatsApp: https://wa.me/9779840588845

• Email: info@nicofire.com

• Office: New Baneshwor, Kathmandu, Nepal

3. Non-Replaceable Items

The following items are not eligible for replacement:

• Products that have been used, installed, or activated.

• Products damaged due to misuse, mishandling, or improper storage by the customer.

• Products with tampered, removed, or broken seals.

• Products returned without original packaging or missing accessories.

• Replacement requests raised after 7 days of delivery.

• Products purchased during clearance sales or marked as "non-returnable" at the time of purchase.

• Consumable items that have been opened or used (chemicals, refill agents, etc.).

4. Damaged During Delivery

If your product arrives visibly damaged:

• Do not accept the delivery if the outer packaging is severely damaged. Ask the delivery person to note the damage.

• If damage is discovered after opening, take clear photos or video immediately.

• Contact us within 48 hours of delivery with photographic evidence.

• We will arrange a replacement at no additional cost once the claim is verified.

5. Wrong Product Delivered

If you receive a product different from what you ordered:

• Contact us within 7 days of receiving the product.

• Share your order details and a photo of the product received.

• We will arrange pickup of the incorrect product and deliver the correct one as soon as possible.

• No additional charges will apply in such cases.

6. Replacement Timeline

Once your replacement request is approved:

• Pickup of defective/wrong product: 1–3 business days

• Inspection and verification: 1–2 business days

• Replacement dispatch: 2–4 business days after verification

• Delivery of replacement product: Depends on your location within Nepal

Total estimated time: 5–9 business days from approval to delivery.

7. No Refund Policy

Nicofire strictly follows a no cash refund policy. This means:

• We do not refund money to your bank account, wallet, or card under any circumstances.

• We do not offer store credits or vouchers in place of cash refunds.

• All valid claims will be resolved through replacement of the same product only.

• If the same product is out of stock, we will offer a replacement with an equivalent product of the same or higher value after mutual agreement.

We believe replacement is the best way to ensure you receive a fully functional product and maintain the highest standard of fire safety in your space.

8. Products Purchased from Third Parties

If you purchased a Nicofire product from a third-party seller, marketplace, or reseller:

• Please contact the seller directly for return or replacement queries.

• Nicofire's replacement policy applies only to products purchased directly from our website (https://nicofire.com) or our authorized showroom.

• We are not responsible for policies of third-party sellers.

9. Warranty Claims

Some products sold by Nicofire come with a manufacturer's warranty. If your product develops a fault after the 7-day replacement window but within the warranty period:

• Contact us with your purchase details and description of the issue.

• We will assist you in processing the warranty claim with the manufacturer.

• Warranty terms and conditions vary by product and brand.

10. Contact Us for Any Queries

If you have any questions about our Return & Replacement Policy, our team is happy to help:

• WhatsApp: https://wa.me/9779840588845

• Phone: 9840588845 / 9845913626 / 9801855632 / 9801855626

• Email: info@nicofire.com / sales@nicofire.com

• Address: New Baneshwor, Kathmandu, Nepal

• Office Hours: Sunday to Friday, 10:00 AM – 6:00 PM