Customer Satisfaction

Return and Refund Policy

At eShop.lk, we want every customer to have a safe and positive shopping experience. eShop.lk operates as a direct online store and does not currently offer multi-vendor marketplace services. If you are not satisfied with your purchase, you may request a return within 7 days from receiving your order.

7-Day Return Window

Return requests must be submitted within 7 days from delivery. Extensions are considered only in unavoidable circumstances with a valid reason.

Warranty Claims

Accepted for products sold with an official warranty card or document, subject to brand, manufacturer, or authorized importer conditions.

Transit Damage

If your order arrives damaged during delivery, we will review the case and provide a swift replacement or refund after verification.

Return Eligibility

Returns are accepted only for products that are in their original condition: unopened, unused, undamaged, and complete 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.
  • Return eligibility may also depend on the nature of the product and any applicable manufacturer or product-specific conditions.

Warranty Claims

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

Warranty terms, coverage period, service process, and approvals are subject to the applicable brand, manufacturer, importer, or official warranty conditions.

Where a product is covered by a manufacturer or official warranty, warranty service may be handled directly by the relevant authorized service center or importer.

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

Return Shipping Fees

  • Store Error: If the return is due to an error on our side (such as sending the wrong product or a defective item), we will cover the return shipping cost after the return request is approved.
  • Customer Change of Mind: If the return is not due to an error on our side, the customer is responsible for paying the return shipping cost.
  • In customer-responsibility cases, return shipping fees will not be reimbursed by eShop.lk.

Transit Damage

If your product is damaged during delivery, please contact our customer support team immediately upon receiving the package.

  • You may be required to provide clear photos or video proof showing the damaged item, outer packaging, shipping label, invoice, and visible damage.
  • Once confirmed, eShop.lk will process a replacement or refund based on product stock and the item's condition.
  • Important: Please do not use, repair, alter, or discard the damaged product or packaging prior to contacting us, as this may void return eligibility.

Electronic Products Notice

Electronic products are thoroughly inspected before dispatch. If you experience an operational issue after delivery, you must submit clear video proof to our official WhatsApp helpline: 0770777276.

Electronic products may feature a non-removable security mark or sticker for verification. Do not remove or tamper with this mark, and ensure it remains clearly visible in your video submission.

Non-Warranty Electronic Products

For electronic products that do not carry a standard manufacturer warranty, video proof of any defect must be submitted within 24 hours of delivery. Claims submitted after this 24-hour window may not be accepted unless approved under exceptional circumstances.

Refund Process

Upon receiving and inspecting your returned product, we will notify you regarding the approval or rejection of your refund request.

If approved, the refund will be issued via your original payment method or another mutually agreed payout option. Processing timelines vary depending on bank systems and payment gateway providers.

Note: Refunds are finalized only after physical receipt and verification of the returned package.

Non-Returnable Items

  • Products excluded due to hygiene standards, personal care, digital downloads, or safety compliance.
  • Items that show signs of customer usage, opening, damage, missing security seals, or missing original warranty cards/invoices.
  • Products returned past the permitted 7-day window without prior authorization.

Need Help?

To initiate a return request or check order status, please reach out to our customer support team.

Please have your Order Number ready and attach clear photos/videos of the item and box to help us process your request faster.

We’re Here to Support You

Our support desk reviews all return, refund, replacement, and warranty requests thoroughly to ensure fair and quick resolutions.