7-Day Return Guarantee: If an item arrives physically damaged, defective, or significantly different from description, you are eligible for an immediate replacement or full money refund.
At SmartShop.lk, customer satisfaction and trust are our top priorities. If you receive a damaged, defective, or incorrect product from any merchant on our platform, our return and refund policy ensures a fair, transparent resolution.
1. Return Eligibility (7-Day Return Window)
Items are eligible for return or replacement within 7 days of delivery receipt if:
- The item received is physically damaged, broken, or spoiled during parcel transit.
- The product does not function as described or exhibits a manufacturing defect.
- The incorrect size, color, model, or quantity was delivered by the merchant.
- The item remains in its original packaging with tags and proof of purchase (digital invoice or receipt).
2. Non-Returnable & Exempt Items
In accordance with consumer health, safety, and merchant hygiene guidelines, the following categories cannot be returned unless delivered broken or defective:
- Customized or personalized print/engraving products made specifically to order.
- Perishable fresh grocery goods, medicines, and temperature-sensitive food items.
- Intimate garments, cosmetics, and unsealed personal hygiene products.
3. 3-Step Simple Return Process
1
Contact Support
Notify our support or the store within 7 days of receiving your package with photos of the issue.
2
Handover / Pickup
Return the parcel in its original packaging via courier or post as directed by the merchant.
3
Receive Refund
Upon verification, your refund is issued back to your card or direct bank account.
4. Refund Processing & Payout Methods
- Online Card Payments (PayHere): Approved refunds will be reversed directly to your original Visa or MasterCard account within 5 to 7 business days in accordance with Sri Lankan banking settlement schedules.
- Cash on Delivery (COD): For purchases paid via cash upon delivery, refunds will be transferred via direct electronic bank transfer (CEFTS/SLIPS) to your designated Sri Lankan commercial bank account upon package receipt verification.
5. How to Initiate a Return
To request a return, exchange, or refund, please get in touch with our team with your Order Reference Number:
Email: support@smartshop.lk
