Cancellation Policy

Last Updated: 14/11/2025

Thank you for choosing SHA.lk, a multi-vendor online marketplace operated by SHALANKA DOT COM (PVT) LTD.

Please read this Cancellation Policy carefully before placing an order.

SHA.lk provides the online system only.

All orders, cancellations, and related decisions are handled directly by each vendor.

1. Important Notice

SHA.lk does not cancel orders on behalf of customers or vendors.

Each vendor on the platform is responsible for:

1. Accepting or rejecting cancellation requests
2. Setting their own cancellation time limits
3. Managing communication with customers
4. Processing refunds (if applicable)
5. Handling order status updates

SHA.lk is not responsible for order cancellation decisions or outcomes.

2. Vendor-Specific Cancellation Policy

Because SHA.lk is a multi-vendor marketplace, each vendor may have different cancellation rules such as:

1. Cancellation allowed within a certain number of hours
2. Cancellation allowed only before the item is shipped
3. No cancellation allowed for certain categories (e.g., perishable goods)
4. Cancellation fee or deduction (if applicable)

Customers must review the vendor’s cancellation policy on:

1. Product page
2. Vendor store page
3. Order details page

If no policy is listed, the customer must contact the vendor directly for clarification.

3. Cancellation Eligibility

Your order may be eligible for cancellation if:

1. The item has not yet been shipped or processed
2. The vendor agrees to the cancellation
3. The product category allows cancellation

Eligibility depends solely on the vendor’s rules.

Some categories may not allow cancellation at all, including:

1. Perishable items
2. Custom-made or personalized products
3. Digital goods
4. Items labeled as "non-cancellable"

4. How to Request Order Cancellation

If you wish to cancel an order:

1. Contact the vendor immediately using the contact option available on the product or vendor page.
2. Provide your order number and cancellation reason.
3. The vendor will review and inform you whether the cancellation is possible.

If the order has already been shipped, most vendors may not accept cancellation.

5. Refunds for Cancelled Orders

If your cancellation request is approved:

1. Refunds are processed directly by the vendor
2. Refund method may include bank transfer, payment gateway reversal, mobile payment, or store credit
3. Refund timeline varies from vendor to vendor

SHA.lk does not handle refunds and is not liable for refund delays.

6. Vendor Rejection of Cancellation Request

A vendor may reject cancellation if:

1. The item is already shipped or prepared for dispatch
2. The product category does not allow cancellation
3. The vendor has a strict no-cancellation policy

SHA.lk cannot override vendor decisions.

7. Disputes Between Customer & Vendor

If a conflict arises regarding cancellations:

1. Customers must resolve the issue directly with the vendor
2. SHA.lk may review the complaint only for platform safety
3. SHA.lk does not guarantee resolution or enforce cancellation rules

8. Platform Responsibility

SHA.lk is not responsible for:

1. Rejected cancellation requests
2. Vendor delays in processing cancellations
3. Refund issues
4. Lost payments
5. Miscommunication between vendor and customer

Our role is limited to providing the online marketplace system.

9. Fraudulent Cancellation Attempts

Fraudulent or abusive cancellation behavior may result in:

1. Account suspension
2. Order blocking
3. Permanent ban from SHA.lk
4. Legal action (if necessary)

10. Changes to This Cancellation Policy

SHA.lk may update this policy at any time.

Changes become effective as soon as they are posted on the website.

11. Contact Information

For platform-related queries only (not order cancellations):

SHALANKA DOT COM (PVT) LTD

Email: info@sha.lk

Phone: +94 777 27 81 82

Address: No: 05, Theatre Road, Ballaketuwa

For order cancellations:

Please contact the relevant vendor directly.