Return Policy

Last Updated: 14/11/2025

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

Please read this Return Policy carefully before making any purchase.

SHA.lk provides the platform only.

All returns, exchanges, replacements, and product-related issues are handled directly by the respective vendors.

1. Important Notice

SHA.lk does not accept returned items and does not manage return logistics.

Each vendor is fully responsible for:

  1. Return acceptance or rejection
  2. Return conditions and timelines
  3. Return shipping instructions
  4. Product inspection
  5. Approving or declining replacement or refund
  6. Warranty and service claims

SHA.lk is not involved in the return decision-making process.

2. Vendor-Specific Return Policies

Every vendor on SHA.lk may have their own rules for returns.

Before purchasing, customers should carefully review:

  1. The vendor’s return policy on the product page
  2. Vendor profile/store page
  3. Additional information provided by the vendor

If a vendor does not specify a return policy, the customer must contact the vendor directly for clarification.

3. Return Eligibility

Depending on the vendor’s policy, your purchase may be eligible for return if:

  1. The item is damaged or defective
  2. A wrong item was delivered
  3. The product received does not match the description
  4. Items arrived incomplete or missing accessories
  5. The product is within the vendor’s return window
  6. The product is covered by vendor warranty

Eligibility rules and time periods are determined solely by the vendor.

4. Non-Returnable Items

Certain categories may not be returnable, depending on vendor policy. These may include:

  1. Perishable goods (food, fresh products)
  2. Beauty and personal care items
  3. Undergarments or intimate wear
  4. Custom-made or personalized products
  5. Clearance or final-sale products
  6. Digital downloads or software
  7. Products marked as “non-returnable”

This list may differ from vendor to vendor.

5. How to Request a Return

If you wish to request a return, please follow these steps:

  1. Contact the vendor directly using the communication details or message option provided.
  2. Provide your order number, photos/videos (if applicable), and a clear explanation of the issue.
  3. Wait for the vendor to review and respond with their return instructions.
  4. Follow the vendor’s directions for packaging, courier arrangements, or drop-off locations (if required).

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

6. Return Shipping Costs

Return shipping costs depend on the vendor’s policy:

  1. Some vendors may offer free returns
  2. Some may deduct shipping from your refund
  3. In some cases, the customer may need to pay return courier charges

SHA.lk is not responsible for any shipping charges related to returns.

7. Vendor Processing & Inspection

After the item is returned:

  1. The vendor will inspect the product
  2. The vendor will determine if the return meets their conditions
  3. The vendor will decide whether to offer a replacement, exchange, or refund

SHA.lk does not influence or guarantee the outcome of the vendor’s inspection.

8. Disputes Between Vendor & Customer

If a disagreement occurs regarding:

  1. Return approval
  2. Product condition
  3. Damages
  4. Replacement eligibility
  5. Refund validity

The customer must resolve the issue directly with the vendor.

SHA.lk may review complaints for platform safety, but we do not make return decisions.

9. Platform Responsibility

SHA.lk is not responsible for:

  1. Wrong or defective items
  2. Vendor shipping delays
  3. Damaged products
  4. Return acceptance or rejection
  5. Vendor communication issues
  6. Warranty or service claims
  7. Any financial or product dispute between customer and vendor

Our responsibility is limited to maintaining the online marketplace system.

10. Fraudulent Claims

Any attempt to misuse the return system—such as false claims, tampering, or fraudulent complaints—may result in:

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

11. Changes to This Return Policy

We may update this Return Policy at any time.

Changes take effect once published on the website.

12. Contact Information

For platform-related issues (NOT product issues):

SHALANKA DOT COM (PVT) LTD

Email: info@sha.lk

Phone: +94 777 27 8182

Address: No: 05, Theatur Road, Ballaketuwa


For product returns:

Please contact the respective vendor directly.