Delivery & Refunds Policy
This Returns Policy was last updated on the 14th of July 2020.
The world is facing a unique challenge at the moment. Like you, and everyone else we are taking the spread of Coronavirus (Covid-19) seriously and we recognise that we have a responsibility to our customers, to our staff and those around us to keep us safe and healthy. We are constantly listening and checking for updates and advice from the Government in regards to this situation to keep ourselves informed and we will adapt accordingly.
Q: Will my goods be delivered during the COVID-19 period?
A: Yes. We will be delivering orders and operating a contactless delivery policy.
Q: What happens if I (the customer) am self-isolating?
A: If you or anybody living at the delivery address has displayed possible coronavirus symptoms resulting in self-isolation, we kindly ask you to inform us so that we can reschedule your delivery until after the isolation period has ended.
Q: What are the terms and conditions of the delivery?
A: The drivers will deliver your products from the kerbside only. Please try and avoid 'Cash on Delivery' orders as much as possible to minimise handling of cash. The rest of the terms of delivery remain unchanged.
Delivery Terms and Guarantee
Delivery fee for our products is calculated based on your delivery location. Cash on delivery is available at an extra cost and it is a direct cost to us from our service provider. Depending on the location, your order will be sent through our delivery partners. We guarantee your delivery within 3 working days if it's within Sri Lanka. International orders will take up to 1 week to be delivered.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
All our products are eligible for returns and exchanges, no questions asked unless they come with a hole in it. To be eligible for a return, your item must be in the same condition that you received it. We won’t accept goods damaged after purchase and it is very very unlikely we would send out a damaged product as all products are manually checked before shipping.
To initiate a return, please call us at 077 066 6293 or email firstname.lastname@example.org. To complete your return, we require a receipt or proof of purchase. Once you reach out to us, we will arrange the most convenient return option for you.
Once your return is received inspected and smelled, we will send you an email to notify you that we have received your returned item. Your refund will be processed within 2 days, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your bank.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, that means we have messed it up AGAIN so please contact us at email@example.com or at 077 066 6293.
We are more than happy to replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at firstname.lastname@example.org or at 077 066 6293.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return – but seriously don’t return gifts unless the product is messed up – it’s not nice to do that to anyone.
To return your product, you should mail your product to 95, Orchid Complex, Thalahena, Malabe, 10115, Sri Lanka or drop it off at our store at One Galle Face. Please contact us at email@example.com or at 077 066 6293 before you do so.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.