Terms and Conditions

Agreement to Terms

These Terms and Conditions form an agreement between you and eShop.lk regarding your use of our website, mobile application, services, and products.

By accessing our website, using our mobile application, creating an account, placing an order, submitting information, or using any part of our services, you confirm that you have read, understood, and agreed to these Terms and Conditions.

Who We Are

Our website address is https://eshop.lk.

eShop.lk is an ecommerce store that sells physical and, where applicable, digital products directly to customers. Orders placed through eShop.lk are processed and fulfilled directly by eShop.lk.

eShop.lk currently does not offer multi-vendor marketplace services. Products purchased through our website are therefore not sold through independent third-party marketplace vendors.

Eligibility to Use Our Services

By using eShop.lk, you confirm that you have the legal capacity to enter into these Terms and Conditions and to place orders through our platform.

If you are under 18 years old, you may use our website or mobile application only with permission and supervision from a parent or legal guardian.

User Accounts and Registration

• You must provide true, accurate, current, and complete account information.
• You are responsible for keeping your username, password, and account details confidential.
• You are responsible for all activities that occur under your account.
• You must notify us immediately if you believe your account has been accessed without permission.
• We may suspend, restrict, or terminate accounts that contain false information or violate these terms.

Products and Product Information

We make reasonable efforts to display product information, images, descriptions, prices, colors, features, specifications, availability, and delivery details as accurately as possible.

Product images, colors, packaging, features, labels, and specifications may vary slightly from what is shown on your screen due to lighting, display settings, manufacturer updates, stock changes, or product batch differences.

• All products are subject to availability.
• Product descriptions and prices may change at any time without prior notice.
• We reserve the right to discontinue any product at any time.
• We may limit quantities purchased per person, household, account, or order.
• We may cancel or refuse orders that appear to be fraudulent, incorrect, abusive, or placed for unauthorized resale.

Pricing, Offers, and Errors

All prices, discounts, promotions, delivery charges, and availability are subject to change at any time.

We reserve the right to correct errors, inaccuracies, omissions, or mistakes in product descriptions, pricing, stock availability, shipping fees, discount calculations, or checkout totals, even after an order has been placed.

Purchases and Payment

We currently accept payment methods such as PayHere, Koko, and Cash on Delivery where available.

• You agree to provide accurate billing, delivery, contact, and payment information.
• You agree to pay the product price, delivery charges, taxes, fees, and any other charges shown at checkout.
• Online payments are processed by third-party payment providers.
• We do not store your full payment card details on our website.
• Cash on Delivery orders must be paid when the order is delivered, unless otherwise agreed.
• We reserve the right to verify, refuse, cancel, or place orders on hold if payment or order details appear incorrect or suspicious.

Order Confirmation and Acceptance

After you place an order, you may receive an order confirmation by email, SMS, account notification, app notification, or website message.

An order confirmation does not always mean that the order has been finally accepted or dispatched. We may verify stock, payment, delivery availability, product restrictions, and order details before accepting or processing the order.

Order Cancellation

Customers may request order cancellation as soon as possible after placing an order. Cancellation may not be possible if the order has already been processed, packed, dispatched, or handed over to a postal or courier service.

If an order has already been dispatched, cancellation may instead be handled according to our Return and Refund Policy.

Delivery

eShop.lk currently delivers orders through the Sri Lankan Postal Service and TransExpress, depending on the order, delivery location, service availability, parcel requirements, and other practical delivery factors.

The delivery method used for your order may be selected by eShop.lk based on the most suitable available service. The delivery method may not necessarily be selected by the customer during checkout.

Delivery charges and estimated delivery times may vary depending on the delivery location, parcel weight, product type, delivery service, postal or courier charges, fuel costs, public holidays, weather conditions, and other delivery-related factors.

Delivery times are estimates only and may be affected by circumstances outside our reasonable control.

Delivery Confirmation and Tracking

Once your order has been dispatched, eShop.lk will notify you by email or another available notification method regarding the delivery service used for your order.

Where tracking is available, we will provide the applicable tracking number or tracking information so that you can follow the progress of your shipment.

Tracking information may take some time to become available or update after the parcel has been handed over to the postal or courier service.

Registered users may also be able to view available order status information through their eShop.lk account or mobile application.

Returns, Refunds, and Exchanges

Please review our Return and Refund Policy before placing an order. By purchasing from eShop.lk, you agree to our return, refund, replacement, exchange, warranty, and transit damage conditions.

• Eligible return requests must generally be made within 7 days from the date you receive the product.
• Products must be returned in original condition, unopened, unused, undamaged, and with all original packaging and documents where applicable.
• Warranty claims may require a valid warranty card, invoice, original packaging, or official warranty document.
• Transit damage claims may require photos or video proof of the product, packaging, delivery label, invoice, and visible damage.
• Refunds are processed only after the returned product has been received and the applicable conditions have been verified.

Electronic Products

Electronic products may be checked before dispatch. If an issue occurs after delivery, you may be required to provide clear video proof through our official support channel.

Some electronic products may include a non-removable verification sticker or other identification mark. If such a sticker or identification mark is provided, it must not be removed or damaged and must be visible in any video or photo proof submitted for a return, replacement, or warranty request.

For non-warranty electronic products, video proof may be required 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.

Digital Products

Where digital products are offered, they may be delivered by email, download link, account access, or another suitable digital delivery method.

Due to the nature of digital products, refunds, returns, or cancellations may not be available once the product has been delivered, downloaded, accessed, activated, or used, unless required by applicable law or approved by eShop.lk after review.

Prohibited Products and Activities

• You must not use our website or app for any illegal or unauthorized purpose.
• You must not attempt to hack, damage, overload, disrupt, reverse engineer, scrape, copy, or misuse our website, app, systems, or services.
• You must not upload or transmit viruses, malware, spam, harmful code, or automated scripts.
• You must not impersonate another person or use false account information.
• You must not collect customer data, usernames, emails, phone numbers, or other information without permission.
• You must not use our platform to sell, promote, distribute, or facilitate prohibited, illegal, unsafe, counterfeit, stolen, restricted, or unauthorized products.

Reviews, Comments, and User Content

Our website or app may allow users to submit reviews, ratings, comments, questions, feedback, images, messages, or other content.

• Your content must be truthful, lawful, respectful, and based on genuine experience where applicable.
• You must not post false, misleading, abusive, hateful, defamatory, obscene, threatening, or illegal content.
• You must not post private information, payment details, passwords, or sensitive information in public areas.
• We may edit, reject, hide, remove, or moderate user content at any time if it violates these terms or affects platform safety.

Intellectual Property

All website content, app content, logos, text, graphics, product layouts, design elements, software, images, icons, branding, and other materials on eShop.lk are owned by us, licensed to us, or used with permission, unless otherwise stated.

Mobile Application License

If you access eShop.lk through our Android mobile application, we grant you a limited, revocable, non-exclusive, non-transferable license to install and use the app on a device owned or controlled by you, strictly for personal and lawful use.

• You must not reverse engineer, decompile, disassemble, modify, copy, or attempt to extract the source code of the app.
• You must not use the app to create a competing product or service.
• You must not use the app for automated scraping, spam, fraud, or unauthorized commercial activity.
• You must comply with the rules of the app store or platform from which you downloaded the app.

Privacy Policy

Your use of eShop.lk is also governed by our Privacy Policy. Our Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our website, mobile application, checkout, delivery, account features, and customer support.

Service Availability, Liability & Governing Law

Service Availability: We do our best to keep our website, app, checkout, order tracking, and services available. However, we do not guarantee uninterrupted, error-free, or permanent availability. We may modify, suspend, replace, or discontinue any feature at any time.

Disclaimer: Our platform, products, and services are provided on an “as available” basis. Nothing in these Terms is intended to exclude or limit any rights that customers may have under applicable consumer protection laws.

Limitation of Liability: To the fullest extent permitted by law, eShop.lk and its associates will not be liable for indirect, incidental, special, or consequential losses. Nothing limits liability where prohibited by law.

Account Termination: We may suspend or terminate your access if we believe you have violated these Terms, committed fraud, or abused support services.

Electronic Communications: By using eShop.lk, you agree to receive electronic communications from us including emails, SMS, and app notifications.

Governing Law: These Terms and Conditions are governed by the laws of Sri Lanka. Any dispute shall first be attempted to be resolved through customer support and informal communication.

Changes to Terms: We may update these Terms at any time. Any updated version will be published on this page with an updated revision date.

Contact Us

If you have any questions about these Terms and Conditions, your order, account, delivery, return, refund, warranty, or use of our services, please contact our customer support team through the contact details provided on our website.