Policies & legal
Contact Us & Complaints
Official support channels and the process for submitting and resolving complaints.
Last updated: 12 August 2026
1. Contact BunoPets
Need help? We are here for you.
You can contact the BunoPets Customer Care & Grievance Team for questions, orders, deliveries, returns, payments, pet-care services or complaints.
Phone: +977-9761336697
WhatsApp: +977-9761336697
Email: [email protected]
Registered Office:
BunoPets Pvt. Ltd.
Mahalaxmi-4, Lalitpur, Nepal
2. Submit a Complaint
If something went wrong, please tell us.
You can submit a complaint through our website or contact us by phone, WhatsApp or email.
When submitting a complaint, please provide:
- Your name
- Phone number or email
- Order number, if relevant
- Type of complaint
- A short explanation of the problem
- Photos or documents where helpful
Please share only information that is relevant to your complaint.
3. What Happens Next?
When we receive a formal complaint:
- We register it.
- We give you a complaint reference number.
- We review the issue.
- We may contact you if we need more information.
- We provide our decision within 15 days of receiving the complaint, as required by applicable Nepal e-commerce law.
We will try to solve simple problems sooner whenever possible.
4. Information We May Ask For
Depending on the issue, we may ask for reasonable evidence such as:
- Order details
- Bill or invoice
- Payment proof
- Product photos
- Packaging
- Delivery information
- Other information needed to understand the complaint
Not every complaint needs all of these.
5. Possible Outcomes
Depending on the issue, applicable law and our policies, the outcome may include:
- An explanation or correction
- Replacement
- Exchange
- Refund
- Delivery support
- Account or payment support
- Another appropriate solution
Submitting a complaint does not automatically mean that a refund or other requested remedy has been approved.
6. Product, Delivery and Return Complaints
Product, delivery, cancellation, return and refund complaints are also handled according to the relevant BunoPets policies and applicable Nepal law.
We will not reject a genuine customer complaint simply because another supplier, manufacturer or delivery provider was involved.
7. Pet Care or Vaccination Concerns
You can also contact the BunoPets Customer Care & Grievance Team about our pet-care or vaccination services.
Do not use the complaint process for a pet medical emergency.
If your pet needs urgent medical care, contact a qualified veterinarian or veterinary emergency service immediately.
8. Privacy Complaints
If your complaint is about your personal information, account information or privacy, contact:
Personal information submitted with a complaint will be handled according to our Privacy Policy.
9. Your Legal Rights
We want the opportunity to understand and resolve your concern fairly.
Contacting BunoPets does not remove any complaint, consumer, regulatory or legal right available to you under Nepal law.
10. About BunoPets
BunoPets is operated by:
BunoPets Pvt. Ltd.
Company Registration No. 384296/82/83
PAN 623536137
Registered Office: Mahalaxmi-4, Lalitpur, Nepal
Phone: +977-9761336697
WhatsApp: +977-9761336697
Email: [email protected]
Website: https://bunopets.com