Return and Refund Policy

Return Eligibility

Returns are accepted only for products that are in their original condition, unopened, unused, undamaged, and with all original packaging, accessories, labels, tags, manuals, warranty cards, and invoices included.

• If the product has been used, opened, damaged, altered, or is missing any original items, the return request may be rejected.
• The product must be returned within 7 days from the date you receive it.
• In unavoidable circumstances, we may consider extending this period if you provide a valid reason.

Warranty Claims

Warranty claims are accepted only for products that are sold with a valid warranty card or official warranty document. Please keep the warranty card, invoice, and packaging safely for any future warranty claim.

Warranty terms, coverage period, service process, and approval are subject to the product brand, vendor, supplier, or manufacturer warranty conditions.

Nothing in this policy limits any customer rights available under applicable consumer protection laws.

Return Shipping Fees

• If the return is due to an error on our side, such as sending the wrong product or a defective product, we will cover the return shipping cost after the return request is approved.
• If the return is not due to an error on our side, the customer must pay the return shipping cost.
• In customer-responsibility return cases, return shipping fees will not be reimbursed by eshop.lk.

Transit Damage

If your product is damaged during delivery or transit, please contact our customer support team as soon as possible after receiving the order.

• You may be required to provide clear photos or video proof of the damaged product, outer packaging, courier label, invoice, and any visible damage.
• If the damage is confirmed to have occurred during transit, eshop.lk may accept the return and provide a replacement or refund, depending on product availability and the condition of the returned item.
• Please do not use, repair, alter, or dispose of the damaged product or packaging before contacting us, as this may affect the return, replacement, or refund approval.

Vendor Orders and Refunds

• If you purchase a product from one of our vendors using card payment and the vendor fails to dispatch the product within 5 days, we may issue a refund after verifying the order status.
• For vendor orders, customers must return the product to the vendor within 7 days from the date of receiving it.
• If the product is not returned within this period, you may not be eligible to request a replacement or refund.
• Extensions may be considered only in unavoidable circumstances with a valid reason.

Non-Warranty Electronic Products

For non-warranty electronic products, video proof must be submitted within 24 hours of receiving the product. Claims submitted after this period may not be accepted unless there is a valid reason and the request is approved after review.

Refund Process

Once we receive and inspect the returned product, we will notify you whether your return or refund request has been approved or rejected.

If approved, the refund will be processed according to the original payment method or another suitable refund method. Processing times may vary depending on the payment provider, bank, or internal verification process.

Non-Returnable Items

• Certain products may not be eligible for return due to hygiene, safety, digital delivery, warranty restrictions, product condition, or supplier/vendor conditions.
• Products that are used, opened, damaged by the customer, missing original packaging, missing warranty cards, missing invoices, or returned after the allowed period may not be accepted.

Need Help?

If you would like to initiate a return or have any questions about your order, please contact our customer support team for further instructions.

We are here to help and want to make your shopping experience with eshop.lk a positive one.