Operating an online store in Nepal now requires significantly more public transparency than simply listing products and accepting orders via private messages. With the formal introduction of the Electronic Commerce Act 2081, the government has set strict transparency rules that fundamentally change how digital businesses must present themselves to the public.
If you sell online in Nepal, your storefront must display specific legal, operational, and product information. Failing to provide this information not only violates current regulations but also heavily damages consumer trust in a highly competitive market where buyers are increasingly wary of scams.
This actionable, comprehensive checklist breaks down exactly what information you need to display prominently on your e-commerce website. We have carefully categorized these requirements into what is legally Required for everyone, what is Required when applicable depending on the specific products you sell, and what is considered Recommended good practice for building robust customer trust.
1. Business and Registration Information
Under the new e-commerce laws, consumers have a fundamental legal right to know exactly who they are transacting with. Operating an anonymous online store or hiding behind a generic brand name without disclosing your registered entity is now illegal.
- Required: Legal Business Name. You must display the exact legal name of your registered company or firm as it appears on your official registration certificate (e.g., "Himalayan Apparel Pvt. Ltd.", not just "Himalayan").
- Required: Official Business Address. The verified physical address where your business is formally registered (e.g., your ward-registered office or central warehouse). A PO Box is generally not sufficient.
- Required: Company Registration Details. The specific registration number provided to you by the Office of the Company Registrar (OCR) or your local registering authority.
- Required: PAN/VAT Number. Your Permanent Account Number (PAN) or Value Added Tax (VAT) number issued by the Inland Revenue Department.
- Required: E-Commerce Listing Number. The unique listing number issued explicitly for your digital portal by the Department of Commerce, proving you are authorized to operate an e-commerce platform.
Where to put this: The standard industry practice, natively supported by modern platforms like KODEEFY, is to place this core registration block clearly in the footer of your website so it appears unobtrusively on every single page.
2. Contact, Support, and Grievance Handling
If a customer encounters a problem with their order, payment, or delivery, they need an immediate, clear way to reach your team. Hiding your contact information is a massive red flag for consumers.
- Required: Contact Phone Number. A working, reliable phone number dedicated specifically to customer inquiries.
- Required: Contact Email Address. An official business email address (preferably matching your domain) monitored regularly by your staff.
- Required: Grievance Contact. You must explicitly detail the specific person, title, or department responsible for receiving and formally resolving consumer complaints and grievances.
- Recommended good practice: Customer Service Hours. Clearly stating the exact days and times when your support team is active (e.g., Sunday to Friday, 10 AM to 5 PM). This manages customer expectations regarding response times and reduces frustration.
3. Product and Service Information
Misleading product descriptions are illegal and directly lead to high return rates and lost revenue. Your individual product pages must provide highly accurate, comprehensive information so customers can make fully informed purchasing decisions without guessing.
- Required: Clear Product Description. Highly accurate details about the product's core features, size, dimensions, and exact weight.
- Required when applicable: Manufacturer or Importer Details. Explicit information about the entity that actually manufactured or officially imported the product into Nepal.
- Required when applicable: Country of Origin. The nation where the product was originally manufactured.
- Required when applicable: Manufacturing and Expiry Dates. This is strictly mandatory for all consumable goods, including food items, beverages, cosmetics, dietary supplements, and medicines.
- Required when applicable: Warranty or Guarantee Details. If a product comes with a manufacturer or seller warranty, the exact terms, duration, and claim conditions must be clearly stated on the product page itself.
4. Pricing, Taxes, and Delivery Information
Hidden fees and unexpected shipping costs are the leading causes of cart abandonment and consumer complaints globally. Your checkout and pricing displays must be completely transparent from the start.
- Required: Final Selling Price. The price displayed prominently on the product page must be the final price of the product, explicitly inclusive of any applicable indirect taxes.
- Required: Taxes and Charges. If you apply VAT or specific service charges, this must be clarified. The customer should not be surprised by a 13% addition at the final step.
- Required: Delivery Cost. If you charge for shipping, the exact delivery cost (or the exact method used to calculate it based on location) must be clearly stated before the customer is asked to definitively confirm their order.
- Required: Estimated Delivery Timeframe. You must explicitly inform the customer when they can reasonably expect to receive their order at their specific location (e.g., "Inside Valley: 1-2 Days, Outside Valley: 3-5 Days").
- Required: Accepted Payment Methods. A clear, upfront list of all accepted payment options (such as eSewa, Khalti, Fonepay, Bank Transfer, or Cash on Delivery).
5. Store Policies and Legal Pages
Having clear, legally sound, written policies protects both your business from unreasonable demands and the buyer from unfair practices.
- Required: Return and Refund Conditions. A dedicated, easy-to-find page detailing the exact circumstances under which a customer can return a product, who pays for the return shipping courier, and exactly how and when refunds are processed to their bank or wallet.
- Required: Cancellation Information. The specific timeframe and conditions under which a customer is permitted to cancel an order before it is dispatched without facing penalty fees.
- Recommended good practice: Privacy Policy. A document explaining exactly how your website collects, stores, uses, and protects customer personal data (like names, phone numbers, and delivery addresses), aligning with the broader Nepal Privacy Act.
Online Store Compliance Checklist Summary
Use this quick, scannable checklist to verify your current storefront before launching or to audit your existing operations:
- [ ] Is the registered Business Name, Physical Address, and PAN/VAT clearly visible in the footer?
- [ ] Is the Company Registration Number and E-Commerce Listing Number visible?
- [ ] Is there a dedicated "Contact Us" page with a phone number, email, and explicit grievance officer details?
- [ ] Do product pages consistently show accurate sizes, origin, and expiry dates (if applicable to your niche)?
- [ ] Are delivery costs and estimated timeframes shown clearly before checkout?
- [ ] Are the Return, Refund, and Cancellation policies linked in the main menu or footer?
If you need to deeply understand the broader legal context behind these requirements, read our extensive guide on the Nepal E-Commerce Act 2081. If you are just beginning to plan your business and haven't registered yet, start with our foundational guide on How to Register an E-Commerce Business in Nepal.
Frequently Asked Questions (FAQ)
Can I just put my PAN number on my Facebook page bio and be compliant?
While adding your PAN to your social media bio is a good start, the law requires comprehensive transparency across all your sales channels. If you conduct business primarily on Facebook or Instagram, you should still provide customers with clear, accessible links to your full return policies, complete contact details, and formal business registration information, often achieved easily by linking to a fully compliant website.
Where is the absolute best place to display my E-Commerce Listing Number?
The standard best practice, used by top platforms, is to place your E-Commerce Listing Number in the footer of your website, right alongside your PAN/VAT and company registration details. This ensures it is globally visible on every single page of your site without disrupting the main shopping experience.
Do I need to show the final price if delivery costs vary heavily by location?
Yes. You should display the exact product price clearly on the product page itself. During the checkout process, before the customer finalizes the purchase, your system must dynamically calculate and display the exact delivery charge based on the specific location they entered. The customer must see the true final total before confirming.
Is a Privacy Policy strictly legally required for a small store in Nepal?
While the E-Commerce Act focuses heavily on consumer rights and transaction transparency, Nepal's Privacy Act also strongly mandates that entities collecting and storing personal data (like customer names, physical addresses, and phone numbers for delivery) must protect that information. Having a clear Privacy Policy is strongly recommended to build trust and show high professionalism.