Refund and Returns Policy

Thank you for shopping at SanjuStore.lk. We value your satisfaction and strive to provide you with the best online shopping experience possible. We offer returns under specific conditions detailed below.

1. Eligibility for Returns and Conditions

We accept returns under two distinct categories, both requiring notification within three (3) days of receiving your package:

Category A: Damaged or Defective Items

• Returns are accepted if the delivered package or the product within is damaged or defective upon receipt.
• Condition: You must be able to prove the damage or defect with evidence (such as clear photographs or video footage).

Category B: Change of Mind or Wrong Item Ordered (Customer-Initiated Returns)

• Returns are accepted if you change your mind or realize you ordered the wrong item.
• Condition: The item must be unused and returned in its original packaging.
• Fees: These returns will incur applicable shipping charges and a processing fee (see Section 4).

2. Notification Window

You must notify our customer support team about the issue within three (3) days of receiving your package for both Category A and Category B returns. Claims reported after this 3-day window will unfortunately not be accepted.

3. Return Process

1. Contact Us: Contact our customer support team immediately with your Order Number and state whether your return falls under Category A (Defective/Damaged) or Category B (Change of Mind/Wrong Item).
2. Provide Proof (Category A only): Submit the required photographs or video evidence clearly showing the issue if returning a damaged or defective item.
3. Authorization: Once your claim is reviewed and approved, we will provide you with instructions. Do not send the item back without prior authorization.

4. Refunds, Replacements, and Fees

Once we receive your returned item and inspect the claim:

Note on Replacement: If a replacement for a Category A item is not in stock, we will automatically proceed with issuing a full refund.

5. Exclusions (Non-Returnable Items)

We cannot accept returns for items that fall into the following categories:

• Issues not reported within the 3-day notification window.
• Damage caused by customer misuse or improper handling after the initial delivery.
• Items returned used, damaged, or not in their original packaging (for Category B returns).

6. Return Shipping

• Category A (Damaged/Defective): We will cover the return shipping costs by providing you with a prepaid shipping label once the return is authorized.
• Category B (Change of Mind/Wrong Item): You are responsible for all shipping costs related to returning the item to us. These costs, along with the processing fee, will be deducted from your final refund amount.

7. Processing Time

Refunds and replacements will be processed within 5-10 business days after we receive and verify your returned item. Please note that it may take additional time for the refund to be officially posted by your bank or payment provider.

8. Contact Us

If you have any questions or concerns regarding our Refund and Replacement Policy, please contact our customer support team. We are here to assist you and ensure your shopping experience with us is enjoyable and hassle-free.