Refund, Return, and Exchange Policy

Last Updated: 21st November 2023

Thank you for choosing Sri Lanka Outlet. We strive to provide quality products and excellent customer service. Please review our Refund, Return, and Exchange Policy below:

1. Refund Policy

1.1. Product Condition

1.1.1. To be eligible for a refund, the item must be unused, in the same condition as received, and in the original packaging.

1.2. Time Frame

1.2.1. You have 30 days from the date of purchase to request a refund.

1.3. Refund Process

1.3.1. To initiate a refund, contact our customer service team at returns@srilankaoutlet.com or +44 (0)7902894777 with your order number and reason for the refund.
1.3.2. Once your request is approved, you will receive instructions on how to return the item.
1.3.3. Upon receiving and inspecting the returned product, we will process the refund within 7 days.

1.4. Refund Methods

1.4.1. Refunds will be issued using the same method as the original payment:

  • Online Purchases: Refunds will be credited to the payment method used at checkout.
  • In-Store Purchases: Refunds will be made to the original payment method.

1.5. Non-Refundable Items

1.5.1. Certain items are not eligible for a refund, such as:

  • Perishable goods (e.g., cold food, frozen food, dry food, confectionery, and drinks) unless faulty, expired, or damaged.
  • Made-to-order, personalized, or special orders unless faulty, expired, or an error from our part.
  • Electronics, perfumes, cosmetics, or health & beauty products (including baby products) where the seal or packaging has been opened unless faulty.
  • Discounted items that are marked as “Final Sale.”

2. Return Policy

2.1. Product Condition

2.1.1. Returns are accepted for items that are unused, in the same condition as received, and in the original packaging.

2.2. Time Frame

2.2.1. You have 14 days from the date of purchase to request a return.

2.3. Return Process

2.3.1. To initiate a return, contact our customer service team at return@srilankaoutlet.com or 0151 xxx xxxx with your order number and reason for the return.
2.3.2. Once your request is approved, you will receive instructions on how to return the item.
2.3.3. Upon receiving and inspecting the returned product, we will process the return within 7 days.

2.4. Return Shipping

2.4.1. Customers are responsible for the cost of return shipping unless the return is due to an error on our part.

3. Exchange Policy

3.1. Product Condition

3.1.1. Exchanges are accepted for items that are unused, in the same condition as received, and in the original packaging.

3.2. Time Frame

3.2.1. You have 7 days from the date of purchase to request an exchange.

3.3. Exchange Process

3.3.1. To initiate an exchange, contact our customer service team at return@srilankaoutlet.com or +44 (0)7902894777 with your order number and details of the exchange.
3.3.2. Once your request is approved, you will receive instructions on how to return the item.
3.3.3. Upon receiving and inspecting the returned product, we will process the exchange within 7 days.

3.4. Exchange Shipping

3.4.1. Customers are responsible for the cost of shipping the item back for an exchange unless the exchange is due to an error on our part.

4. Refund, Return, and Exchange Policy for Gold Jewellery & Gemstones

4.1. Gold Jewellery

4.1.1. Items must be in their original, unused, and unworn condition, accompanied by all original packaging, certificates, and receipts.
4.1.2. Customised, engraved, or made-to-order jewellery is non-refundable and non-exchangeable unless faulty.
4.1.3. For hygiene reasons, earrings and other piercings cannot be returned.
4.1.4. Returns or exchanges must be initiated within 7 days from the date of purchase.

4.2. Gemstones

4.2.1. Gemstones must be returned in their original, undamaged state with all certifications, packaging, and purchase receipts.
4.2.2. Loose gemstones or those set into custom designs cannot be returned unless proven to be defective or misrepresented.

4.3. Exemptions

4.3.1. We do not accept returns or exchanges for:

  • Items that show signs of wear, damage, or alteration after purchase.
  • Sale, clearance, or promotional items (unless faulty).
  • Items purchased as part of a bespoke or personalized service.

4.4. Faulty or Misrepresented Items

4.4.1. If an item is defective or does not match its description, you are entitled to a full refund or exchange.
4.4.2. Please notify us within 7 days of discovery to initiate the process.

4.5. Refund Process

4.5.1. Approved refunds will be processed to your original payment method within 7-10 business days after the item has been inspected and approved for refund.
4.5.2. We do not reimburse shipping costs unless the return is due to our error or a faulty product.

4.6. Exchange Process

4.6.1. Exchanges are subject to product availability.
4.6.2. If the desired item is unavailable, we may offer a suitable alternative or store credit.

4.7. How to Return or Exchange Items

4.7.1. Contact our Customer Service team at return@srilankaoutlet.com or +44 (0)7902894777 to initiate a return or exchange.
4.7.2. Securely package the item with all original materials.
4.7.3. Return items to:
Sri Lanka Outlet & International Store
227-235, Walton Road, Liverpool, L4 4BE
(In-person or via insured and trackable courier).

5. In-Store Returns and Exchanges

5.1. Customers may return or exchange items purchased online or in-store at our physical location, provided they adhere to the above conditions.

6. Statutory Rights

6.1. This policy does not affect your statutory rights under UK consumer law. For further information, please visit:
https://www.gov.uk/consumer-protection-rights

7. Contact Information

For any questions about our Refund, Return, and Exchange Policy, contact:

We reserve the right to modify this policy at any time. Please check the “Last Updated” date for recent changes.

Thank you for choosing Sri Lanka Outlet. Your satisfaction is our priority.