NDM COMPANY PRIVATE LIMITED

Complaint Handling Policy

Last Updated: July 2025

1. Introduction

NDM COMPANY PRIVATE LIMITED is committed to providing a transparent, fair, and timely complaint resolution process in accordance with the E-Commerce Directive 2081 (Banijya Ain) of Nepal. This policy outlines how customers can lodge complaints and how we handle and resolve them effectively.

2. Lodging a Complaint

If you are dissatisfied with our product, service, or delivery, you may file a complaint through any of the following methods:

• Email: ndmcompanypvtltd@gmail.com
• Phone: +977-9849262922
• In-person: Visit our office at Ward No. 8, Dacchutole, Banepa, Kavre, Nepal

3. Information Required

To process your complaint effectively, please include the following information:

• Full name and contact details
• Order ID or invoice number
• Description of the issue
• Photo or evidence (if applicable)

4. Response Timeline

• Initial response within 24 hours (business days)
• Resolution within 3 working days
• Extended time with updates in case of investigation

5. Escalation Process

If you are unsatisfied with the resolution, you may escalate your complaint to:

• Department of Commerce, Supplies & Consumer Protection
• Online Portal: consumerrights.moics.gov.np

6. Legal Compliance

This policy complies with Section 22 of the E-Commerce Directive 2081, which mandates businesses to establish a complaint handling mechanism and provide prompt consumer support.