Returns and Refunds Policy

Effective Date: 01/06/2025

Our Commitment

At Ceylora, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help with our comprehensive returns and refunds policy.

Return Eligibility

General Return Conditions

Items are eligible for return if they meet the following criteria:

• Returned within 14 days of delivery
• Items are unused, unworn, and in original condition
• Original packaging and tags are intact
• Proof of purchase is provided

Product-Specific Return Policies

Fashion Items

• Must be unworn with original tags attached
• No signs of wear, stains, or alterations
• Original packaging required

Cosmetics

• Must be unopened and unused
• Original seals intact
• No returns accepted for opened cosmetic products due to hygiene reasons
• Exception: Defective products may be returned regardless of condition

Herbal Wellness Products

• Must be unopened with original seals intact
• No returns accepted for opened wellness products due to safety and hygiene reasons
• Exception: Defective or damaged products may be returned

Non-Returnable Items

The following items cannot be returned:

• Opened cosmetics and wellness products (unless defective)
• Personalized or customized items
• Items damaged by misuse or normal wear
• Items returned after the 14-day return period
• Gift cards and promotional items

Defective or Damaged Items

If you receive a defective or damaged item:

• Contact us immediately upon receipt
• Provide photos of the defect or damage
• We will arrange for return shipping at no cost to you
• Full refund or replacement will be provided

How to Initiate a Return

Step 1: Contact Us

Email us at support@ceylora.online

• Order number
• Item(s) you wish to return
• Reason for return
• Photos (if item is defective or damaged)

Step 2: Return Authorization

We will provide you with:

• Return authorization number
• Return shipping instructions
• Prepaid return label (for defective items only)

Step 3: Package Your Return

• Include all original packaging and accessories
• Add the return authorization number to the package
• Use the provided return label or ship to our return address

Return Shipping

Domestic Returns (Sri Lanka)

• Customer is responsible for return shipping costs (unless item is defective)
• We recommend using a trackable shipping method
• Return shipping cost: Approximately LKR [Amount]

International Returns

• Customer is responsible for return shipping costs and customs fees
• Items must be declared accurately for customs
• We recommend using tracked international shipping

Refund Process

Processing Time

• Refunds are processed within 5-7 business days after we receive your return
• Additional 3-5 business days for funds to appear in your account

Refund Method

• Refunds will be issued to the original payment method
• If original payment method is unavailable, store credit will be issued
• Shipping costs are non-refundable (unless item was defective)

Partial Refunds

Partial refunds may be issued for:

• Items not in original condition
• Items missing original packaging
• Items returned after 30 days (at our discretion)

Exchanges

Exchange Policy

• Direct exchanges are available for size or color variations
• Item must meet return eligibility criteria
• Price differences will be charged or refunded accordingly

Exchange Process

• Follow the same return process
• Indicate desired exchange item in your return request
• New item will be shipped once we receive your return

International Orders

Customs and Duties

• Return shipping may incur customs duties
• Customer is responsible for all customs-related costs
• Original shipping charges are non-refundable

Gift Returns

With Gift Receipt

• Full refund to original payment method
• Same return conditions apply

Without Gift Receipt

• Store credit will be issued
• Return conditions still apply

Quality Guarantee

We stand behind the quality of our products. If you experience any quality issues:

• Contact us within 14 days of purchase
• We will work with you to resolve the issue
• Replacement or refund will be provided for genuine quality defects

Cancellations

Order Cancellation

• Orders can be cancelled within 2 hours of placement
• Once processed, standard return policy applies
• Refund will be processed within 3-5 business days

Contact Us

For returns, refunds, or any questions about this policy:

Ceylora Customer Service
Email: support@ceylora.online

Policy Updates

This returns policy may be updated periodically. Any changes will be posted on our website with an updated effective date.

We’re here to ensure your complete satisfaction with every Ceylora purchase.

Last updated: 01/06/2025