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We understand that circumstances may arise that require you to seek a refund. Refunds will be considered under the following conditions:
Product Defect or Damage: In the event that you receive a product that is damaged or defective, we will gladly offer a full refund or replacement.
Delivery Issues: If there are issues related to the delivery of your order, such as non-delivery or late delivery, please contact us immediately for assistance.
Cancellation: Orders canceled before shipment may be eligible for a refund. Please note that once the product has been shipped, the regular refund policy applies.
To initiate a refund, please follow these steps:
Contact Us: Reach out to our customer support team via email at support@creams.lk or through our Contact Us page, providing your order number and a detailed explanation of the issue.
Verification: Our team will review your request and may require additional information or evidence, such as photographs of damaged products.
Refund or Replacement: Once your request is approved, we will process the refund to your original payment method through the PayHere payment gateway. If a replacement is preferred, we will arrange for a new shipment.
The time it takes for your refund to be processed may vary. Generally, refunds are processed within 7-10 business days after the approval of your request. Please note that it may take additional time for the refunded amount to reflect in your account, depending on your bank or credit card provider.
Certain items may not be eligible for refunds. These include:
Used or Opened Products: For hygiene and safety reasons, we cannot accept returns or provide refunds for used or opened products unless they are defective.
Gift Cards: Purchased gift cards are non-refundable.
If you have any questions or concerns regarding our refund policy or the refund process for PayHere transactions, please contact our customer support team at support@creams.lk | info@creams.lk.
Creams.lk reserves the right to update or modify this refund policy at any time without prior notice. Please review our policies periodically for any changes