Refund & Return Policy – CeylonZ Trading

Last Updated: 01/12/2025

At CeylonZ Trading, customer satisfaction is important to us. This Refund & Return Policy explains when returns are accepted, how refunds are processed, and what conditions apply. By placing an order on ceylonz.com, you agree to the following policy.

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1. Eligibility for Returns

To qualify for a return:

• The item must be unused
• Must be in original packaging
• All tags, labels, manuals, and accessories must be included
• The return request must be made within 24 hours of receiving the product
• Physical damage caused by the customer will not be accepted

Some products (listed in Section 7) are non-returnable due to hygiene and safety reasons.

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2. Return Request Process

To request a return, please contact us via:

📞 +94 76 38 39 634 (WhatsApp preferred)
📩 contact@ceylonz.com

Provide the following details:

• Order ID
• Reason for return
• Photos or videos of the issue (if applicable)

Once reviewed, our team will inform you of the next steps.

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3. When the Issue is from CeylonZ Trading (Our Fault)

A return and full refund will be approved if the following issues occur:

• Incorrect item received
• Damaged product on delivery
• Manufacturing defect
• Missing items
• Quality issue validated by our team

In these cases:

• We will provide a full refund (product price + taxes).
• We will cover the return shipping cost.
• If replacement is preferred, we will send a new item free of charge.

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4. When the Issue is from the Customer (Customer Fault)

Returns due to the following reasons are considered customer-responsible:

• Ordered the wrong item
• Changed mind
• No longer wants the product
• Entered incorrect delivery address
• Product is not liked after opening
• Customer mishandled or damaged the item

In these cases:

• Refunds will be partial, not full.
• Deductions may include:
  • Payment gateway fees (for card payments)
  • Bank transfer charges
  • Return shipping cost (paid by customer)
• If the item is returned used, damaged, or missing parts, we may deduct additional costs.

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5. Inspection Before Refund

Refunds are not processed immediately.

Refund will only be issued after:

1. The returned item is received by us
2. Our team inspects and verifies the condition
3. The return is approved as per our policy

If the return does not meet requirements, the refund may be denied or adjusted.

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6. Refund Method & Timeframe

After the return is approved:

Card Payment Refunds

• Returned to the same card used during payment
• If customer-fault, payment gateway fees will be deducted

Bank Transfer Refunds

• Sent to the customer’s bank account
• If customer-fault, bank transfer fees may be deducted

Processing Time

Refund processing typically takes 5–10 working days, depending on:

• Bank processing time
• Payment gateway procedures

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7. Non-Returnable Items

For hygiene, safety, or manufacturer policy reasons, these items cannot be returned:

• Opened personal care products
• Food items or consumables
• Items used or altered by the customer
• Customized or special-order items
• Items marked as Non-Returnable on the product page

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8. Order Cancellation

• Orders can be cancelled before payment verification or dispatch.
• Once shipped, cancellation is not possible.

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9. Contact Information

For returns, refunds, or support:

📞 +94 76 38 39 634
📩 contact@ceylonz.com
🌐 www.ceylonz.com