Refund Policy

Last Updated:14/11/2025

Thank you for shopping with SHA.lk, a multi-vendor online marketplace.

Please read this Refund & Return Policy carefully before making any purchase.

SHA.lk is operated by SHALANKA DOT COM (PVT) LTD. We provide the platform only. All products, deliveries, returns, and refunds are handled directly by the individual vendors.

1. Important Notice

SHA.lk does not handle refunds, returns, exchanges, or product warranties.

Each vendor on the platform is fully responsible for:

1. Product quality and accuracy
2. Delivery and shipping
3. Returns and exchanges
4. Refund approvals and processing
5. Warranty claims
6. Customer satisfaction related to the product

SHA.lk acts only as the online system provider and is not involved in any financial or product-related disputes between customers and vendors.

2. Vendor-Specific Refund Policies

Because SHA.lk is a multi-vendor marketplace, each vendor may have their own return and refund policy.

Customers must check the vendor’s return/refund terms listed on the:

1. Product page
2. Vendor store page
3. Order confirmation
4. Vendor’s own website (if applicable)

If a vendor does not provide specific policies, the customer must directly communicate with the vendor for clarification before placing the order.

3. Eligible Return/Refund Situations

Each vendor may accept returns or refunds for reasons such as:

1. Damaged or defective products
2. Wrong item delivered
3. Missing items
4. Product not as described
5. Warranty issues
6. Delivery delays

However, eligibility depends on the vendor’s policy, not SHA.lk's.

4. Non-Eligible Situations

Some items may not be eligible for return/refund, such as:

1. Perishable goods (food, flowers, etc.)
2. Personal care & beauty items
3. Intimate products
4. Custom-made or personalized items
5. Digital products
6. Items clearly marked as “non-returnable”

These depend entirely on the vendor’s rules.

5. How to Request a Return or Refund

If you need to request a return or refund:

1. Contact the vendor directly, using the details provided on the product or vendor page.
2. Provide your order number, photos (if applicable), and a clear explanation.
3. The vendor will guide you through their return/refund process.
4. Follow the vendor’s instructions for sending back the item (if required).

SHA.lk cannot arrange pickups or accept returned goods on behalf of vendors.

6. Vendor Processing Time

Each vendor sets their own processing time for:

1. Inspecting returned items
2. Approving/refusing refund requests
3. Issuing refunds to customers

SHA.lk has no control over vendor refund timelines.

7. Refund Method

Refunds (if approved by the vendor) may be issued via:

1. Bank transfer
2. Mobile payment
3. Card reversal / payment gateway refund
4. Store credit (depending on the vendor)

This varies from vendor to vendor.

8. Disputes Between Customer & Vendor

If a disagreement occurs:

1. Customers must resolve the issue directly with the vendor
2. SHA.lk may assist by reviewing complaints, but we do not guarantee outcomes
3. SHA.lk does not take responsibility for refund decisions or product disputes

We may take action against vendors who violate marketplace rules, including warnings or account suspension.

9. Platform Responsibility

SHA.lk is not responsible for:

1. Product quality or authenticity
2. Wrong, damaged, or defective items
3. Vendor delivery delays
4. Payment delays or refund delays
5. Vendor communication issues
6. Warranty fulfillment
7. Any loss or damage resulting from vendor actions

Our responsibility is limited to ensuring the platform operates properly.

10. Fraudulent Claims

Any misuse of the return/refund process, including:

1. False claims
2. Fake evidence
3. Chargeback fraud

may result in:

1. Account suspension
2. Blocking access to SHA.lk
3. Legal action if necessary

11. Changes to This Policy

SHA.lk may update this Refund & Return Policy at any time.

Updated versions will be posted on the website and effective immediately.

12. Contact Information

For platform-related matters (NOT product issues):

SHALANKA DOT COM (PVT) LTD

Email: info@sha.lk

Phone: +94 777 27 8182

Address: No: 05, Theatre Road, Ballaketuwa

For refund or product issues:

Please contact the respective vendor directly.