Refund & Return Policy

Name: MS Electronics & Electricals Industries Pvt. Ltd.
Address: Tilottama-11, Industrial Area, Rupandehi, Lumbini Province, 32907, NP
Telephone: +977-9809858019
Price range: NPR 4,399 – NPR 500,000+

Effective date: 12 July 2026

This Refund & Return Policy applies to products purchased directly from MS Electronics & Electricals Industries Pvt. Ltd. ("MS Factory Group", "we", "us", "our") through msfactorygroup.com or via direct order. It is separate from our product warranty, which covers manufacturing defects over the product's rated warranty period.

1. Damaged or Incorrect Items

If you receive a product that is damaged in transit, defective on arrival, or different from what you ordered, please contact us within 7 days of delivery with your order details and photos of the item. We will arrange a replacement, repair, or refund at no additional cost to you.

2. Change-of-Mind Returns

For standard, unused, and unopened stock items, we accept return requests within 7 days of delivery. The item must be in its original packaging and resalable condition. Return shipping costs for change-of-mind returns are the responsibility of the customer.

3. Non-Returnable Items

Custom-fabricated products (for example, custom-height poles, custom mast fabrication, or products built to specific tender/project specifications).
Bulk or tender orders governed by a separate supply contract.
Products that have been installed, wired, or used.
Products damaged due to misuse, incorrect installation, or unauthorized modification.

4. Warranty Claims (Not a Return)

If a product develops a fault within its warranty period due to a manufacturing defect, this is handled as a warranty claim rather than a return. Please contact our factory with your order/invoice details and a description of the fault, and our team will guide you through inspection, repair, or replacement.

5. How to Request a Return, Replacement, or Refund

Email info@msfactorygroup.com or call +977-9809858019 with your order number, product details, and reason for the request.
Include photos for damaged, defective, or incorrect items.
Our team will review your request and respond with next steps, typically within 2–3 business days.

6. Refund Method & Timeline

Approved refunds are issued using the original payment method where possible, or by bank transfer for tender/institutional payments. Refunds are typically processed within 7–14 business days of approval.

7. Contact for Returns

MS Electronics & Electricals Industries Pvt. Ltd. ("MS Factory Group", "we", "us", "our")

Tilottama, Rupandehi (Butwal), Nepal

Email: info@msfactorygroup.com | Phone: +977-9809858019