Returns & Refunds
Clear steps for reporting a problem, returning an eligible item and receiving the appropriate remedy.
Clear information. Practical next steps.
Built around the same trusted marketplace experience used throughout VikiniMataEtha.
Sri Lankan marketplace
Local support, clear policies and island-wide service.
Customer-first guidance
Simple explanations without hidden or unsupported claims.
1. When a return may be eligible
Last updated: 3 September 2026. Eligibility depends on the reason, product category, condition, timing, listing terms, warranty and applicable Sri Lankan law.
Damaged or defective on arrival
Report a product that arrives physically damaged, does not function or has a material defect as soon as reasonably possible.
Incorrect or incomplete order
Contact support if the product, variant, quantity or included components do not match the confirmed order.
Materially not as described
A remedy may be available when the supplied item materially differs from the important model, specification or condition represented at purchase.
Change of mind
Change-of-mind returns are not automatic for every category. They apply only where the product page, promotion or checkout expressly offers them, subject to stated conditions and law.
2. Report the issue
Contact us promptly through the order tools or verified support channels so the item, delivery and payment records can be reviewed.
Information to provide
Provide the order number, affected item, issue, when it was discovered and the remedy requested. Do not send passwords, OTPs or full card details.
Useful evidence
Clear photos or video of the product, packaging, labels, serial number and issue may be requested where reasonably necessary.
Keep the item and packaging
Do not discard, repair or alter the affected item before instructions are provided where doing so could prevent a fair inspection.
3. Return condition and restrictions
The condition expected depends on why the item is being returned and any mandatory consumer rights.
Product and accessories
Return the correct item with supplied accessories, manuals, warranty materials, free items and components where reasonably possible.
Restricted categories
Opened consumables, hygiene-sensitive goods, personalized items, activated software or materially used or altered goods may have restricted change-of-mind returns. Valid defect and legal rights remain separately assessed.
Devices with personal data
Where safe, back up and remove personal data, sign out of accounts and disable device locks before returning a device for inspection.
4. Inspection and resolution
Receiving a returned item does not itself confirm a refund. The item and available records may first be inspected.
Fair assessment
The product, serial information, supplied evidence, listing, delivery records and seller response may be reviewed before a decision.
Available remedies
Depending on the facts, the remedy may be repair, replacement, missing-part fulfilment, refund, another lawful solution or a reasoned rejection.
Return transport
Collection, drop-off and reasonable return charges depend on the accepted reason, responsibility, product and disclosed terms. Follow the provided return instructions.
5. Refunds and marketplace responsibility
Approved refunds and seller-supported remedies are handled through auditable marketplace records.
Refund destination and timing
Refunds use the original method where practical or another verified method where necessary. Banks and financial institutions may need additional processing time after initiation.
Seller and warranty cases
For marketplace products, the identified seller or warranty provider may be responsible for the remedy. VikiniMataEtha coordinates the recorded process but does not replace accurately disclosed seller or manufacturer obligations.
Mandatory rights remain
Nothing in this page removes rights that cannot lawfully be excluded under applicable Sri Lankan consumer law.
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