At KØL Ceylon, every item is carefully checked before dispatch. However, in the unlikely event that you receive a defective, damaged or incorrect item, please contact us within 7 calendar days of receiving your order.
Eligible Returns
A return, replacement or refund may be considered when:
· The item has a manufacturing defect.
· The item was damaged before or during delivery.
· You received an item, size, colour or design different from what you ordered.
· The item is materially different from the product description.
We do not accept returns or refunds for:
· Change of mind.
· Incorrect sizes selected by the customer.
· Minor colour variations caused by lighting, photography or screen settings.
· Normal wear and tear.
· Damage caused by misuse, improper washing, ironing or failure to follow the care instructions.
· Items that have been worn, washed, altered, stained or damaged after delivery.
· Items purchased during a clearance or final-sale promotion, unless they are defective.
Reporting an Issue
To report an issue, please contact KØL Ceylon within 7 calendar days of delivery and provide:
· Your order number or proof of purchase.
· A clear description of the issue.
· Clear photographs or videos showing the defect, damage or incorrect item.
· A photograph of the original packaging and delivery label, where applicable.
Requests submitted after the 7-day period may not be accepted unless otherwise required by applicable consumer law.
Return Conditions
Once your request has been reviewed, we will provide instructions on how and where to return the item.
Returned items must be:
· Unworn and unwashed.
· In their original condition.
· Returned with the original tags and packaging, where possible.
· Free from stains, fragrances, pet hair or other signs of use.
Please do not return an item before receiving confirmation and return instructions from KØL Ceylon.
Return Delivery Charges
Return delivery charges will depend on the reason for the return.
If the item is confirmed to be defective, damaged in transit or incorrectly supplied by KØL Ceylon, we will cover or reimburse the reasonable return delivery cost.
If the item does not qualify as defective, damaged or incorrectly supplied, any delivery or return charges will be the customer’s responsibility.
KØL Ceylon will not be responsible for returned parcels that are lost or damaged in transit. Customers should retain their return delivery receipt and tracking information.
Inspection and Resolution
All returned items will be inspected after they are received.
Where the issue is confirmed, KØL Ceylon may offer one of the following remedies, depending on product availability and the circumstances:
· A replacement of the same item.
· An exchange for another item of equal value.
· Store credit.
· A full or partial refund.
· Another appropriate resolution agreed with the customer.
Where possible, a replacement will be offered before a refund. If the original item is unavailable, the customer may choose an alternative item of equal value, store credit or a refund.
Refunds
Approved refunds will be issued to the original payment method wherever possible.
Original delivery charges will only be refunded where the entire order was defective, damaged or incorrectly supplied.
Any bank charges, payment processing charges, currency conversion fees or international transaction fees charged by a third party may not be refundable.
Please allow reasonable processing time for the refund to appear in your account after it has been approved. Processing times may vary depending on the payment provider or bank.
Refused or Uncollected Deliveries
Orders that are refused, unclaimed or returned because the customer provided incomplete or incorrect delivery information may be subject to additional delivery charges.
Any refund issued for such an order may exclude the original delivery cost and any return-to-sender charges.
Contact Us
To request a return or report an issue, contact us through:
Email: info@kolceylon.com
Telephone: +94 74 378 3078
Instagram: @kolceylon
Please include your order number and photographs of the issue when contacting us.
Consumer Rights
Nothing in this policy is intended to exclude or limit any rights or remedies available to customers under applicable Sri Lankan consumer protection laws.
KØL Ceylon reserves the right to update this policy when necessary. The policy in effect on the date of purchase will apply to the relevant order.