Return & Refund Policy

Last updated: October 2026

At BuySmart.lk, we want you to receive the product you ordered in the expected condition. This policy explains how to contact us about an incorrect, damaged, defective or otherwise eligible item. Any rights you have under applicable Sri Lankan law remain unaffected by this policy.

1. Contact Us About a Problem

If your order arrives damaged, defective, incomplete or different from the item ordered, please contact us as soon as reasonably possible after delivery, preferably within 7 days. Include your order number, a description of the issue and clear photographs or video where relevant. Keep the product, packaging and included accessories until we advise you on the next steps.

2. Return Eligibility

After reviewing the request, we will let you know whether the item can be returned and how to proceed. Where a return is approved, the item should generally be:

• Unused and in its original condition, with original packaging, labels, accessories and proof of purchase, where applicable.
• Returned using the method and within the timeframe communicated by our support team.
• Available for inspection so we can verify the reported issue.

For hygiene, safety, personalised, perishable or other product-specific reasons, some items may not be eligible for a change-of-mind return where permitted by law. This does not remove any applicable rights relating to goods that are faulty, damaged or incorrectly supplied.

3. Items That Are Not Eligible for a Change-of-Mind Return

• Items that have been used, damaged after delivery, altered or mishandled by the customer.
• Items missing parts, accessories or packaging required for a valid return, unless the missing items were not included in the original delivery.
• Personalised, made-to-order, perishable or hygiene-sensitive products, where exclusion is permitted by applicable law.

These exclusions do not apply where applicable law requires a remedy, or where we confirm that the issue was caused by a defect, damage during delivery or an error in fulfilling the order.

4. Refunds, Replacements and Exchanges

Once we receive and inspect a returned item, we will notify you whether the request has been approved. Depending on the circumstances, product availability and applicable law, the remedy may be a replacement, exchange, repair or refund. An approved refund will be processed using the original payment method where practical, or another mutually agreed method. Processing time may vary depending on the bank or payment provider.

5. Delivery and Return Costs

If the return is needed because we sent the wrong item or the item arrived damaged or defective, please contact us before sending it back so we can explain the return arrangements. For a change-of-mind return, if accepted, return delivery costs may be the customer's responsibility unless we agree otherwise or applicable law requires otherwise. Original delivery charges and any other fees will be handled in accordance with the circumstances and applicable law.

6. Order Cancellation

If you need to cancel an order, contact us as quickly as possible with your order number. We cannot guarantee cancellation after an order has been processed, packed, dispatched or handed to a courier. If an order is cancelled and payment has already been received, any eligible refund will be handled under this policy and applicable law.

7. Orders Paid by Bank Transfer or Payment Slip

If you paid by bank transfer and uploaded a payment slip, include your order number when contacting us. If a refund is approved, we may ask you to confirm the account details required to return the money. For your security, provide such details only through a channel confirmed by BuySmart.lk support, and never share your banking password, PIN or one-time verification code.

8. How to Request a Return or Refund

1. Open the Contact Us page.
2. Provide your order number, contact details and a clear explanation of the issue.
3. Attach photographs or other evidence if the item is damaged, defective or incorrect.
4. Wait for our instructions before returning the item. Unapproved returns may be delayed or refused where permitted by law.

9. Contact and Applicable Law

For questions about this policy or an existing request, please contact us through our Contact Us page. This policy is interpreted in accordance with the laws of Sri Lanka, subject to any mandatory consumer protections that apply.

Note: This page describes BuySmart.lk's general return and refund process. Specific product terms or applicable legal requirements may provide additional rights.