1. Returns
Due to the perishable and consumable nature of Kithul treacle, Kithul jaggery, and traditional sweets, returns are only accepted if the product is received in a damaged, defective, or incorrect condition. Customers must inspect items upon delivery and notify us within 24–48 hours if any issue is identified.
To initiate a return, customers must provide proof such as photographs and order details. We reserve the right to assess the claim before approving any return request. Returns that do not meet the stated conditions will not be accepted, in accordance with fair trading practices applicable in Sri Lanka.
2. Refunds
Refunds will only be issued for approved return claims where products are confirmed to be damaged, defective, or incorrectly supplied. Once the issue is verified, we will determine whether a refund or replacement is appropriate.
Approved refunds will be processed using the original payment method within a reasonable timeframe. Processing times may vary depending on the payment provider. We reserve the right to decline refund requests that do not meet our policy criteria, while ensuring compliance with consumer protection standards recognized in Sri Lanka.
3. Exchanges
Exchanges are offered only in cases where the wrong product has been delivered or the item is defective upon arrival. Customers must report such issues within the specified notification period and provide sufficient evidence.
Once approved, we will arrange for a replacement of the same product, subject to availability. If the requested item is unavailable, an alternative solution such as a refund may be provided. Exchanges are handled in line with fair business practices followed in Sri Lanka.
4. Non-Returnable Items
All food items, including Kithul-based products and traditional sweets, are generally non-returnable due to hygiene and safety reasons. Products that have been opened, used, or improperly stored after delivery are not eligible for return or refund.
Items purchased during promotional offers or discounts may also be non-returnable unless they are defective. This policy ensures food safety standards and compliance with regulations applicable in Sri Lanka.
5. Return Shipping
In cases where a return or exchange is approved, we will provide instructions on how to return the item. If the issue is due to our error (such as damaged or incorrect items), we will bear the cost of return shipping.
If the return is requested for other acceptable reasons, customers may be responsible for the return shipping costs. We recommend using a reliable courier service, as we are not responsible for items lost or damaged during return transit within Sri Lanka.
6. Processing Time
All approved returns, refunds, or exchanges will be processed within a reasonable timeframe after verification of the claim. Typically, processing may take several working days depending on the nature of the request and operational factors.
Delays may occur due to banking procedures, courier timelines, or public holidays. We will make reasonable efforts to keep customers informed throughout the process, ensuring transparency and compliance with standard business practices in Sri Lanka.
7. Contact Us
If you have any questions or concerns regarding returns, refunds, or exchanges, you may contact us using the details provided on our website. Please include your order number and a clear description of the issue for faster assistance.