Exchange Policy

Last Updated: July 2026

At Ceylonika, customer satisfaction is one of our highest priorities. We strive to ensure every product reaches you in perfect condition. If you receive a damaged, defective, or incorrect item, we are here to help make things right.

Please read our Exchange Policy carefully before requesting an exchange.

Eligibility for Exchange

You may request an exchange if:

You received a damaged product during delivery.
You received the wrong product or an incorrect item.
The product has a manufacturing defect.
The item delivered does not match your confirmed order.

To be eligible, exchange requests must be submitted within 7 days from the date your order is delivered.

Exchange Conditions

To qualify for an exchange, the product must:

Be unused and unopened.
Be in its original packaging.
Include all original labels, seals, and accessories (if applicable).
Be accompanied by the original invoice or proof of purchase.
Be returned in a condition suitable for inspection.

Ceylonika reserves the right to inspect all returned products before approving an exchange.

Non-Exchangeable Items

For hygiene and safety reasons, we are unable to exchange:

Products that have been opened or used.
Products with broken safety seals.
Products damaged due to misuse, mishandling, or improper storage.
Products purchased during clearance sales or special promotions marked as non-exchangeable.
Gift cards, vouchers, or promotional items.
Products returned without proof of purchase.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong product, please contact our Customer Support team within 48 hours of receiving your parcel.

Please provide:

Your Order Number.
Your full name.
Contact number.
Clear photographs of the product.
Photographs of the outer packaging.
A brief description of the issue.

Providing complete information helps us resolve your request as quickly as possible.

Manufacturing Defects

If you believe your product has a manufacturing defect, our Quality Assurance team will carefully inspect the item before approving an exchange.

If the product is confirmed to have a manufacturing defect, we will replace it at no additional cost.

Exchange Process

Once your exchange request is approved:

Our Customer Support team will guide you through the exchange process.
You may be asked to return the original product.
Once the returned item has been inspected and approved, a replacement product will be dispatched.
You will receive confirmation once your replacement order has been processed.

Exchange processing times may vary depending on product availability.

Exchange Shipping Costs

If the exchange is due to:

A damaged item
A defective product
An incorrect product shipped by Ceylonika

We will bear the applicable return and replacement shipping costs.

If the exchange request is made for reasons other than our error (where applicable), the customer may be responsible for courier or delivery charges.

Product Availability

Replacement products are subject to stock availability.

If the requested replacement item is unavailable, Ceylonika may offer:

A similar product of equal value,
Store credit, or
Another suitable solution at our discretion.

Exchange Request Timeframe

To ensure a smooth process:

Exchange requests must be made within 7 days of delivery.
Damaged or incorrect items should be reported within 48 hours of receiving your order.
Requests submitted after the eligible period may not be accepted.

Quality Inspection

Every returned product undergoes a quality inspection before an exchange is approved.

Ceylonika reserves the right to decline exchange requests if:

The product shows signs of use.
The product has been tampered with.
Original packaging is missing.
Required documentation is not provided.
The damage resulted from improper use after delivery.

Cancellation of Approved Exchanges

If a replacement product has already been dispatched, the exchange request cannot be cancelled.

If the replacement has not yet been shipped, please contact our Customer Support team immediately for assistance.

Need Assistance?

If you have any questions regarding exchanges, our Customer Support team is happy to assist you.

Customer Support Hours

Monday – Friday: 9:00 AM – 5:00 PM

Please have your Order Number available when contacting us to help us resolve your request quickly.

Our Commitment

At Ceylonika, we are committed to delivering premium beauty products inspired by nature and crafted with care. Every product is carefully checked before dispatch, and if something doesn’t go as expected, we’ll work with you to provide a fair and timely solution.

Your satisfaction is important to us, and we appreciate your trust in Ceylonika.

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