Refund Policy

Effective Date: 2024.11.20

At helapola.lk, we strive to ensure a satisfying shopping experience for all our customers. We understand that there may be occasions when a product does not meet expectations or is not suitable. This Refund Policy outlines our procedures and guidelines regarding returns and refunds for purchases made through our platform.

1. Eligibility for Refunds

Customers may request a refund under the following circumstances:

  • Defective or Damaged Items: If a product arrives damaged or defective, customers must notify us within [7-14 days] of receiving the item.
  • Incorrect Items: If the wrong item is shipped, customers must report this within [7-14 days] of delivery.
  • Unsatisfactory Product: If a product does not match the description or is not as expected, customers can request a refund within [7-14 days] of receiving the item.

2. Non-Refundable Items

Certain items are not eligible for a refund, including but not limited to:

  • Digital products (e.g., software, e-books, etc.) once the purchase is completed.
  • Customized or personalized items that have been made to order.
  • Perishable goods (e.g., food items) that may have a limited shelf life.
  • Items returned after the eligibility period.
  • Items that show signs of wear, damage, or have been used.

3. Returns Not Covered by the Platform

The platform is not responsible for returns in the following situations:

  • Change of Mind: Refunds will not be issued for items returned due to a change of mind or dissatisfaction with the purchase.
  • Buyer’s Remorse: If the customer no longer wants the item, they must adhere to the vendor’s return policy, if one exists.
  • Failure to Read Product Descriptions: Refunds will not be issued if a customer claims that the product did not meet their expectations due to a lack of understanding of the product description.
  • Unauthorized Returns: Any items returned without prior authorization from the platform will not be accepted for a refund.

4. Vendor Responsibilities Regarding Returns

Vendors on helapola.lk must adhere to the following guidelines regarding returns:

  • Clear Return Policy: Vendors are required to clearly outline their return policies on their product listings, including specifics on eligibility, timelines, and conditions for returns.
  • Timely Response: Vendors must respond to customer return requests within [48-72 hours]. Prompt communication is essential to maintain customer satisfaction and trust.
  • Condition of Returned Items: Vendors should specify the acceptable condition for returned items (e.g., unopened, unused, tags attached). They are responsible for inspecting returned items upon receipt.
  • Refund Processing: Once a return is approved, vendors must process the refund back to the customer within [5-10 business days]. This includes communicating with the platform for any necessary adjustments.
  • Shipping Costs: Vendors are responsible for covering return shipping costs if the return is due to a defect, damage, or an error on their part. For returns due to buyer’s remorse, vendors may choose to pass shipping costs onto the customer.
  • Inventory Management: Vendors should maintain accurate inventory levels and promptly update their listings to avoid overselling items that may be out of stock.

5. Refund Process for Vendors

To initiate a refund, customers must follow these steps:

  1. Contact Customer Support: Customers should reach out to our customer support team at info@helapola.lk or +94 76 198 5574 to inform them of the issue and request a refund.
  2. Provide Necessary Information: Customers should include the following details in their request:
    • Order number
    • Description of the issue (defective, incorrect item, etc.)
    • Photos of the item, if applicable
    • Any other relevant information
  3. Return the Item (if required): If the item is eligible for a return, customers will receive instructions on how to return the product. Items must be returned in their original packaging, unused, and with all tags attached.

6. Refund Processing Time

Once a return is received and inspected, the vendor will notify the customer of the approval or rejection of the refund. If approved, the refund will be processed back to the original payment method within [5-10 business days]. Customers will receive a confirmation email once the refund has been processed.

7. Shipping Costs

  • Standard Shipping Costs: In cases where a product is returned due to a defect, damage, or error on the vendor’s part, standard shipping costs will be covered by the vendor.
  • Customer’s Responsibility: If the refund request is based on a change of mind or dissatisfaction with the product, customers will be responsible for return shipping costs.

8. Exchanges

If customers wish to exchange an item for a different size, color, or model, they must follow the return process and place a new order for the desired item. Exchanges are subject to product availability.

9. Changes to the Refund Policy

helapola.lk reserves the right to modify or update this Refund Policy at any time. Customers will be notified of significant changes via email or through our website.

10. Contact Information

For any questions or concerns regarding our Refund Policy, please contact us at:

  • Email: info@helapola.lk
  • Phone:+94 76 198 5574

Effective Date: 2024.11.20