Refund Policy

Thank you for shopping at Cetaphill.lk. We want our customers to have a smooth and reliable online shopping experience. This Refund Policy explains how returns, refunds, exchanges, and damaged or defective product claims are handled.

1. Return Eligibility

Customers may request a return within 7 days from the date of delivery. To be eligible for a return, the product must be unused, unopened, undamaged, in the same condition that you received it, and in its original packaging with all labels, seals, accessories, invoices, and product information included.

Return approval is subject to inspection by Cetaphill.lk. Products that show signs of use, opening, damage, missing parts, missing packaging, broken seals, or customer misuse may not be accepted for return.

2. Refunds

Once we receive and inspect the returned product, we will notify you about the approval or rejection of your refund request. If approved, the refund will be processed using the original payment method or another approved method agreed with the customer.

Refunds may take several business days to appear in your account depending on your bank, card provider, or payment service provider. Delivery charges, payment processing fees, and return shipping charges may not be refundable unless the return is due to an error made by Cetaphill.lk.

3. Exchanges

If you would like to exchange a product due to an incorrect item, damaged item, defective item, or order-related issue, please contact us within 7 days of receiving your order. Exchanges are subject to product availability and inspection approval.

If the requested replacement product is unavailable, we may offer a refund, store credit, or another suitable alternative based on the situation.

4. Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible with your order details, photos or videos of the issue, and the original packaging. This helps us review the issue quickly and provide a suitable solution.

If the issue is confirmed, we may arrange a replacement, exchange, store credit, or refund depending on the product condition, availability, and supplier terms.

5. Non-Returnable and Non-Refundable Items

Certain products may not be eligible for return or refund unless they are damaged, defective, or incorrectly supplied. These may include:

  • Used, damaged, opened, or tested products
  • Products without original packaging, labels, seals, accessories, invoice, or product information
  • Skincare, personal care, hygiene, beauty, or grooming products once opened or used
  • Products with broken seals or damaged packaging caused after delivery
  • Customized, personalized, or special-order items
  • Gift cards, vouchers, or digital products
  • Clearance, final sale, or promotional items marked as non-returnable
  • Products damaged due to misuse, improper storage, physical damage, or unauthorized handling

6. Return Shipping

Customers are responsible for return shipping costs unless the return is due to a confirmed error by Cetaphill.lk, such as sending the wrong product or delivering a defective product. If the product is returned without approval, we may not be able to accept the return or process a refund.

7. Inspection Process

All returned products will be inspected before a refund, exchange, or replacement is approved. We may reject a return if the product does not meet the return eligibility requirements, has been used, opened, damaged, modified, or returned with missing items.

8. Processing Time

Approved refunds or exchanges will usually be processed within 7 to 14 business days after we receive and inspect the returned product. Processing time may vary depending on the payment method, bank, courier, product category, or supplier review process.

9. Product Condition and Storage

Customers are responsible for storing skincare and personal care products according to the product instructions after delivery. Returns or refunds may not be accepted for products damaged due to improper storage, exposure to heat, water damage, tampering, or customer misuse.

10. How to Request a Return or Refund

To request a return, refund, or exchange, please contact us with your order number, product name, reason for return, and clear photos or videos where applicable. Our team will review your request and guide you through the next steps.

11. Contact Us

If you have any questions about returns, refunds, exchanges, or damaged product claims, please contact us using the details below:

Cetaphill.lk
Phone: 071 169 0564
WhatsApp: 071 169 0564
Email: info@cetaphill.lk
Business Hours: Open 24 Hours