📜 1. Overview

At Rosy.lk, customer satisfaction is our priority. We stand behind the quality and accuracy of every order we send. This policy explains exactly when you are eligible for a return or refund, and how to get in touch with us.

✅ 2. When We Accept Returns

We will accept a return and process a full refund if we made an error. This includes:

• 📦 Wrong item sent — You received a product different from what you ordered
• 🛒 Wrong size sent — We dispatched the incorrect size despite your order specifying the correct one
• 🚫 Damaged product — The item arrived broken, defective, or significantly damaged due to packaging or handling
• 🔄 Incomplete order — Items were missing from your order

❌ 3. When We Do Not Accept Returns

We are unable to accept returns or process refunds in the following situations:

• 🚫 You ordered the wrong product by mistake
• 🚫 You ordered the wrong size and we sent exactly what was ordered
• 🚫 You simply changed your mind after placing the order
• 🚫 The item has been used, washed, or altered after delivery
• 🚫 The return request is made after 7 days of receiving the order

📱 4. How to Request a Return or Refund

To initiate a return or refund, please follow these steps:

1. Contact us on WhatsApp at +94 716 204 084 within 7 days of receiving your order.
2. Send us your order number and a clear description of the issue.
3. Attach photos or a short video clearly showing the wrong or damaged item.
4. Our team will review your request and respond within 1–2 business days.
5. If approved, we will arrange collection of the item or provide return instructions.
6. Once we receive and inspect the returned item, your refund will be processed within 3–7 business days.

🕐 5. Refund Timeline

Once your return is approved and the item is received by us, refunds are processed as follows:

📋 6. Return Conditions

To be eligible for a return, the item must meet the following conditions:

• Item must be in its original condition — unused, unwashed, and unaltered
• Item must be in its original packaging where possible
• Return must be requested within 7 days of delivery
• You must provide proof of the issue (photo or video) via WhatsApp

We reserve the right to refuse a return if the item does not meet these conditions upon inspection.