Returns & Refunds Policy

At Ceylon Organic, we are committed to providing high-quality products and ensuring customer satisfaction. If you are not satisfied with your purchase or experience an issue with your order, you may be eligible for a return, replacement, or refund in accordance with the conditions outlined below.

This policy applies to domestic and international orders, subject to applicable consumer protection laws.

1. Return Eligibility

Customers may request a voluntary return within 30 days from the date of delivery, subject to the following conditions:

1. Products must be unused, unopened, and in their original packaging.

2. Products must be in their original condition, with all applicable seals intact.

3. Products must not have been damaged, contaminated, or improperly stored after delivery.

4. Customers must contact our support team to initiate the return process and obtain return authorization.

Certain products, including perishable goods, personalized items, and consumable products that have been opened or unsealed, may not qualify for voluntary returns due to hygiene and food safety considerations.

These restrictions do not affect mandatory consumer rights, including applicable cancellation rights and remedies for defective, damaged, incorrect, or non-conforming products.

Where applicable law provides additional rights or a longer return period, those legal requirements will apply.

2. Return Process

To initiate a return, please contact us at support@ceylonorganicstore.com or +94715991034 within 30 days of receiving your order.

Our customer support team will review your request and provide a Return Merchandise Authorization (RMA) number and return instructions where applicable.

Return Address:

Ceylon Organic
R.M.C. Kulasinghe
Wilahiwatta, Mahagama
Kalutara, 12210
Sri Lanka
Phone: +94715991034

• Customers are responsible for arranging and paying return shipping costs for voluntary returns, where permitted by applicable law.

• We recommend using a trackable shipping service and retaining proof of shipment.

• Products should be securely packaged to prevent damage during return transportation.

• Where a return results from our error or a product defect for which we are responsible, we will cover reasonable return shipping costs or provide another appropriate remedy.

3. Refunds and Processing

Once an authorized return has been received and inspected, we will determine refund eligibility based on the reason for the return, product condition, and applicable consumer protection laws.

• Approved refunds will normally be initiated within 3–5 business days after refund authorization, unless an earlier deadline is required by applicable law.

• Refunds will be issued to the original payment method unless otherwise agreed or required by law.

• Additional processing time may be required by banks or payment providers.

• Original shipping charges may be non-refundable for voluntary returns, where permitted by applicable law.

• We do not charge a restocking fee for standard eligible voluntary returns.

Where applicable law requires reimbursement of original standard delivery charges or sets specific refund deadlines, those requirements will apply.

4. Damaged, Defective, Incorrect, or Missing Products

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as reasonably possible.

We may request photographs of the affected products, packaging, shipping labels, or other relevant information to help investigate the issue.

Depending on the circumstances and applicable consumer protection laws, we may provide:

• A replacement product

• A refund for the affected product

• A full refund where legally required

• Another appropriate remedy agreed upon with the customer

Where the issue is attributable to Ceylon Organic, customers will not be charged additional shipping or handling fees for the legally required remedy.

We encourage customers to report delivery issues promptly. However, this does not limit their statutory consumer rights.

5. Returned Shipments

In certain circumstances, shipments may be returned, rejected, abandoned, confiscated, destroyed, or otherwise affected by shipping carriers, customs authorities, or other relevant parties.

Refund eligibility will depend on the reason for the issue, the responsible party, the condition and recoverability of the products, and applicable consumer protection laws.

Customer-Related Delivery Issues

Customer-related delivery issues may include:

• Unclaimed packages

• Refused deliveries

• Unsuccessful delivery attempts caused by customer unavailability or failure to cooperate

• Failure to provide information reasonably required for delivery or collection

Customers are responsible for providing accurate delivery information, monitoring available tracking updates, and making reasonable arrangements to receive their shipments.

Where a shipment cannot be delivered due to circumstances attributable to the customer, refunds are not automatically guaranteed.

Any eligible refund may be reduced by reasonable, documented, non-recoverable shipping, return, handling, or other directly related expenses, to the extent permitted by applicable law.

Where a shipment cannot be recovered or the products cannot be safely or legally resold, the resulting loss may be considered when assessing refund eligibility, subject to mandatory consumer rights.

If the customer requests reshipment, additional shipping charges may apply. These charges will be communicated before reshipment.

Incorrect or Insufficient Addresses

Customers are responsible for ensuring that the shipping address and contact information provided at checkout are accurate and complete.

If a shipment is returned or cannot be delivered because of incorrect, incomplete, or insufficient information provided by the customer, any refund will be assessed after considering reasonable, documented expenses and applicable consumer protection laws.

Reshipment to a corrected address may be offered, subject to additional shipping charges.

If the delivery issue results from an error by Ceylon Organic or a party for whom we are legally responsible, we will provide the appropriate remedy without charging the customer for that error.

6. Restricted or Prohibited Items

Customers are encouraged to review the import requirements of their destination country before placing an order.

If a shipment is returned, rejected, confiscated, destroyed, abandoned, or otherwise prevented from entering the destination country because the ordered products are restricted or prohibited under applicable import regulations, the customer will be eligible for a full refund of the amount paid for the affected products and their applicable shipping charges.

Where only part of an order is affected, the refund will apply to the affected items and any applicable shipping reimbursement.

This provision does not cover separate customer failures to obtain required import permits or complete customs procedures, which are addressed in Section 7, unless the circumstances or applicable law require otherwise.

7. Customs Clearance Issues

We are responsible for preparing and providing the export documentation and declarations required of us under the applicable laws and regulations of the country of origin.

If a shipment is returned, rejected, or cannot be delivered due to an error, omission, or failure in the export documentation for which we are responsible, the customer will be entitled to a full refund, including the original shipping fee, where applicable.

Customers are responsible for complying with the import requirements and regulations of their destination country, including:

• Obtaining necessary import permits or approvals

• Providing requested documentation or information

• Completing required customs clearance procedures

• Paying applicable import duties, taxes, customs fees, and other related charges

These responsibilities apply unless otherwise required by applicable law or expressly agreed upon at checkout.

If a shipment is returned, rejected, abandoned, destroyed, or otherwise affected due to the customer's failure to fulfill these responsibilities, the following conditions will apply, subject to applicable consumer protection laws.

Shipping and Handling Costs

• Free Shipping Orders: For orders that qualified for free shipping, reasonable and documented non-recoverable original shipping and handling expenses may be deducted from any eligible refund, up to a maximum of 25% of the order value, where legally permitted.

• Paid Shipping Orders: For orders where a shipping fee was charged at checkout, the original shipping fee may be non-refundable, where legally permitted.

• Additional Expenses: Reasonable and documented return shipping, customs handling, storage, or disposal charges incurred as a direct result of the customer's failure to complete customs clearance may also be deducted from any eligible refund, where legally permitted.

• Deduction Limits: Deductions will not exceed the applicable non-recoverable costs or amounts permitted by law. The same expense will not be deducted more than once.

Returned Food and Consumable Products

As our products include food items, herbal teas, dried botanicals, spices, and other consumable goods, returned shipments may require additional food safety and hygiene assessments.

Products exposed to unsuitable storage conditions, prolonged transportation, damaged packaging, or potential contamination may be unsuitable for resale.

Where products cannot be safely or legally resold, their condition and any resulting losses may be considered when determining refund eligibility, to the extent permitted by applicable law.

Refund Eligibility and Processing

Refunds for shipments affected by customer-related customs clearance issues are not automatically guaranteed.

Each case will be assessed based on the circumstances, responsibility for the customs issue, documented expenses, product condition where applicable, and relevant consumer protection laws.

Where a refund is approved or legally required, the eligible amount will be returned to the original payment method within the applicable refund period.

8. Food Safety and Hygiene

Due to the nature of our products, we take food safety, hygiene, and product integrity seriously.

Returned food products, herbal teas, spices, powders, and other consumable goods may be inspected to determine whether they remain suitable for handling or resale.

We reserve the right not to resell products where their safety, integrity, packaging condition, or storage history cannot be adequately verified.

Products that have been opened, used, contaminated, or improperly stored after delivery may be excluded from voluntary returns, where permitted by applicable law.

However, a decision not to resell a returned product does not automatically eliminate the customer's right to a refund, replacement, or other remedy where required by applicable law.

9. Exceptions and Limitations

We reserve the right to decline voluntary return requests that do not meet the conditions outlined in this policy, where permitted by applicable law.

We may review accounts with unusual or excessive voluntary return activity and take reasonable measures to prevent misuse of our return procedures.

However, these measures will not restrict or override statutory consumer rights, including remedies for defective, damaged, incorrect, or non-conforming products.

10. Consumer Rights

This policy is intended to apply to customers across different international markets.

Nothing in this policy excludes, restricts, or overrides mandatory consumer rights, statutory cancellation rights, legal guarantees, or remedies provided by the laws applicable to a customer's purchase.

Where any provision of this policy conflicts with mandatory applicable law, the relevant legal requirement will prevail.

11. Contact Us

If you have any questions regarding returns, refunds, damaged products, delivery issues, or customs-related matters, please contact us.

Ceylon Organic

Email: support@ceylonorganicstore.com
Phone: +94715991034