We want the toy to arrive in the condition it left us in. If it does not, tell us and we will put it right. This page explains exactly what we cover, what we do not, and how quickly to get in touch.
Damaged or broken on arrival
If a toy reaches you damaged or broken, tell us within 24 hours of delivery and we will exchange it. Message us on WhatsApp at 9740838978 or email hello@sanokala.com with your order number and a photograph of the damage. A photo of the box as well as the toy helps us work out where it went wrong.
We will arrange a replacement of the same item. If that item is out of stock, we will offer you something of equal value or refund what you paid for it, whichever you prefer.
If the mistake is ours
If we sent the wrong item, missed something from your order, or the fault is ours in any other way, we fix it at our cost. You will not pay a second delivery charge for a mistake we made. Tell us and we will sort it out.
Check the parcel before you pay
With cash on delivery you can open the parcel and look at the toy before you hand money to the rider. Please do. It is the fastest way to catch a problem, and it saves everyone a round of messages afterwards. If something is visibly wrong at that moment, you can refuse the parcel.
What this does not cover
- Change of mind after the toy has been accepted and paid for.
- Damage that happens after the toy has been used or played with.
- Normal wear, or a toy taken apart or modified at home.
- Reports that reach us more than 24 hours after delivery, because by then we cannot tell whether the damage happened in transit.
Cancelling an order
If you change your mind before we dispatch, message us and we will cancel it, no charge. Once a parcel is with the courier we cannot pull it back, but you can still refuse it at the door.
How to reach us
WhatsApp 9740838978, email hello@sanokala.com, or use the form on our contact page. We are based in Kalanki, Kathmandu and deliver across Nepal. Delivery charges and times are on the delivery and payment page.