Dispute Policy

Last updated: August 18, 2026

At Levendar Wellness, we want concerns relating to purchases, payments, delivery, products, returns, and refunds to be handled fairly and transparently.

This Dispute Resolution Policy explains how customers can raise a concern with us, how we investigate disputes, what information may be required, and how payment disputes or chargebacks are handled.

This policy should be read together with our:

Terms and Conditions
Shipping & Delivery Policy
Returns & Refunds Policy
Payment Methods
Privacy Policy

Nothing in this policy is intended to remove or restrict any right or remedy available under applicable Sri Lankan law.

1. What We Mean by a Dispute

A dispute is a disagreement or unresolved concern relating to a transaction with Levendar Wellness.

This may include concerns about:

An order not being received
An incorrect or incomplete order
A damaged or defective product
A suspected product-quality issue
A payment being charged incorrectly
A duplicate payment
A payment being deducted without a confirmed order
A refund not being received
A disagreement regarding delivery
A cancellation
A return or replacement
An unauthorized transaction
A promotion, discount, or price
Any other issue relating to a purchase from Levendar Wellness

A dispute may be raised directly with Levendar Wellness or, where applicable, through a payment provider, card issuer, bank, regulatory authority, or other lawful dispute-resolution channel.

2. Contacting Levendar Wellness First

Customers are encouraged to contact us directly when a problem occurs so that we have an opportunity to investigate and resolve the matter quickly.

Many issues can be resolved without a formal dispute through:

Clarification
Delivery investigation
Replacement
Refund
Correction of an order
Store credit where agreed
Another reasonable solution

For faster assistance, please provide:

Your full name
Order number
Phone number or email used for the order
A clear explanation of the concern
Relevant photographs, videos, screenshots, receipts, or other supporting information

The Consumer Affairs Authority of Sri Lanka notes that many consumer disputes are resolved through written communication, discussion, and negotiation between the relevant parties.

3. Our Dispute Review Process

When we receive a dispute, we may:

Confirm that we have received your complaint.
Review the relevant order and payment information.
Review courier, tracking, or delivery records where relevant.
Request additional information or evidence.
Contact relevant service providers where necessary.
Assess the matter against our published policies and applicable law.
Provide our findings and proposed resolution.

We will make reasonable efforts to resolve legitimate disputes fairly and without unnecessary delay.

Complex disputes may take longer where we need information from:

A courier
Stripe
A bank
A card issuer
A supplier
A technical service provider
Another third party

4. Evidence We May Request

Depending on the type of dispute, we may request reasonable supporting information.

Examples include:

Delivery Disputes

Order number
Delivery address
Contact number
Courier tracking information
Delivery confirmation
Photographs of the parcel
Relevant communications with the courier

Damaged or Incorrect Product Disputes

Photographs of the outer parcel
Photographs of the product
Batch or packaging information
Video showing damage where appropriate
Details of missing or incorrect items

Payment Disputes

Order number
Payment amount
Approximate transaction date and time
Transaction reference
Screenshot showing the charge where appropriate

For security, please do not send us:

Your full card number
Card security code
Online banking password
One-time passwords
Other sensitive payment credentials

5. Delivery Disputes

If you believe your order has not been delivered, please contact us so that we can investigate with the delivery provider.

We may review:

Tracking information
Courier scan history
Delivery confirmation
Customer contact attempts
Delivery address
Proof of delivery where available

If the investigation confirms that an order was lost, delivered incorrectly, or otherwise failed because of an issue attributable to Levendar Wellness or the delivery provider, we may provide an appropriate remedy.

This may include:

Redelivery
Replacement
Refund

If delivery failed because of incorrect customer information, repeated unsuccessful contact attempts, refusal of a confirmed order, or another circumstance attributable to the customer, additional delivery or return charges may apply in accordance with our Shipping & Delivery Policy.

6. Damaged, Defective, or Incorrect Products

Disputes concerning damaged, defective, contaminated, missing, or incorrect products are handled together with our Returns & Refunds Policy.

Please contact us promptly after receiving the parcel and retain:

The product
Original packaging
Courier packaging
Labels
Any relevant evidence

Do not discard the affected product or packaging before we have had a reasonable opportunity to review the claim.

Where a defect or error attributable to Levendar Wellness is confirmed, an appropriate remedy may include:

Replacement
Refund
Partial refund
Another resolution agreed with the customer

7. Product Experience and Expected Results

Cosmetic and wellness products may produce different experiences for different users.

A disagreement based only on individual preference, such as:

Aroma
Texture
Colour
Consistency
Personal expectations
Speed of visible cosmetic results

does not automatically mean that a product is defective.

However, this does not prevent a customer from raising a legitimate concern regarding:

Contamination
Incorrect labelling
Product damage
Safety
A materially incorrect product
Another genuine defect

Such cases will be reviewed individually.

8. Skin Sensitivity or Product-Reaction Disputes

If you experience an unexpected reaction, stop using the product and follow the safety guidance provided with it.

Please contact us and provide reasonable details about:

The product used
When it was used
How it was prepared
How much was used
Where it was applied
Other relevant products used
The nature of the reaction
Product batch information where available

We may request photographs or return of the remaining product where appropriate.

A reported reaction does not automatically establish that the product is defective because individual sensitivities can vary.

However, suspected contamination, product defects, labelling concerns, or safety issues will be taken seriously and investigated.

9. Duplicate or Incorrect Payments

You believe you were charged more than once
The charged amount differs from your order total
Payment was deducted but no order was created
You do not recognize a payment associated with Levendar Wellness

We will review available transaction information and work with the relevant payment provider where necessary.

If an incorrect duplicate charge attributable to our payment process is confirmed, we will arrange an appropriate refund.

10. Unrecognized Card Transactions

If you do not recognize a payment, first check:

Your Levendar Wellness order history
Order confirmation emails or SMS
Whether another authorized person used the card
The billing descriptor shown on the card statement

If you still do not recognize the transaction, contact us promptly.

We can review the order and transaction information available to us.

If you believe your card has been used without authorization, you should also contact your bank or card issuer without delay.

11. Refund Disputes

If Levendar Wellness has confirmed that a refund was issued but it has not yet appeared in your account, please contact us before assuming that the refund has failed.

Depending on the payment method, refunds may take additional time to appear after they are processed.

We may provide available evidence of:

Refund date
Refund amount
Payment reference
Refund status

Where necessary, the customer may need to contact their bank or card issuer for further tracing.

12. Card Payment Disputes and Chargebacks

A chargeback, also known as a card payment dispute, occurs when a cardholder disputes a transaction through their bank or card issuer.

For payments processed through Stripe, the issuing bank or card network manages the formal dispute process. Stripe states that a formal dispute generally results in the disputed payment being reversed from the merchant while the claim is reviewed.

Levendar Wellness may either:

Accept the dispute, or
Challenge the dispute by submitting relevant evidence

Stripe provides merchants with a limited response period, typically depending on the card network, and the cardholder's issuing bank ultimately determines the outcome.

13. Evidence We May Submit in a Chargeback

If a payment dispute is raised and we believe the transaction was valid, we may submit relevant evidence through Stripe or the applicable payment provider.

This may include:

Order confirmation
Transaction record
Customer name
Billing information
Delivery address
Product description
Checkout records
Acceptance of applicable terms
Shipping and tracking evidence
Delivery confirmation
Customer communications
Refund records
Account or transaction history
Authentication or fraud-prevention information
Other relevant evidence permitted by the payment provider

Stripe recommends keeping records of customer communications because these may be useful evidence in responding to a dispute.

14. Contact During a Card Dispute

If a chargeback appears to have resulted from a misunderstanding, we may contact the customer to understand the issue and attempt to resolve it.

For example, we may offer an appropriate:

Explanation
Replacement
Refund
Store credit
Other agreed resolution

A customer may choose to contact their card issuer if they wish to withdraw a dispute after resolving the matter with us.

However, once a formal payment dispute has been opened, Levendar Wellness must also follow the applicable Stripe and card-network dispute process.

15. Refunds After a Chargeback Has Been Filed

Customers should inform us if they have already submitted a chargeback before requesting a separate refund for the same transaction.

Once a payment is formally disputed, the payment provider or issuing bank may already have reversed or withheld the funds.

We will review the dispute status before issuing any additional refund to avoid:

Duplicate reimbursement
Accounting errors
Conflicting payment-provider actions

A customer will never intentionally be denied a valid refund solely because they raised a dispute. The available refund process may simply differ while a card dispute is active.

16. Fraudulent or Abusive Disputes

We respect every customer's right to raise a genuine complaint or payment dispute.

However, we may investigate activity where there is reasonable evidence of:

Deliberately false claims
Fabricated delivery complaints
False claims that a delivered order was not received
Unauthorized alteration of evidence
Repeated abuse of refunds or chargebacks
Deliberate attempts to obtain both a refund and chargeback for the same transaction
Fraudulent payment activity

Where appropriate and permitted by law, we may:

Provide evidence to the payment provider
Restrict future Cash on Delivery orders
Require prepaid orders
Suspend customer accounts
Refuse future transactions
Report suspected fraud to the appropriate service provider or authority

This section does not affect customers who raise genuine disputes in good faith.

17. Disputes About Cash on Delivery Orders

Cash on Delivery disputes may relate to:

Amount collected
Incorrect product
Missing products
Parcel refusal
Delivery issues
Refunds following COD payment

Because there is no card-payment chargeback mechanism for cash payments, these disputes should normally be raised directly with Levendar Wellness.

Where a refund for a Cash on Delivery order is approved, it will normally be made through:

Bank transfer, or
Another agreed method

We may request bank account information necessary to complete the refund.

18. Bank Transfer Disputes

For Direct Bank Transfer payments, we may verify:

Transfer amount
Transfer date
Customer reference
Receiving bank records
Payment receipt

A payment screenshot alone does not guarantee that cleared funds were received.

Where payment cannot be located, we may ask the customer to request a transaction confirmation or trace from their bank.

19. Resolution Options

Depending on the facts of the dispute, possible outcomes may include:

Explanation or clarification
Correction of order information
Replacement
Redelivery
Full refund
Partial refund
Store credit, where accepted
No further remedy where the claim cannot reasonably be supported
Another mutually agreed resolution

The appropriate remedy depends on:

The nature of the problem
Available evidence
Product condition
Payment status
Delivery records
Applicable policies
Applicable consumer law

20. Time to Raise a Concern

Customers should contact us as soon as reasonably possible after discovering an issue.

Specific timeframes contained in our Returns & Refunds Policy may apply to:

Damaged products
Incorrect products
Missing items
Product reactions
Change-of-mind returns

These internal reporting periods do not remove mandatory consumer rights available under applicable law.

The Consumer Affairs Authority currently states that a written consumer complaint seeking redress should be submitted with supporting documents within the period specified by the Consumer Affairs Authority Act and describes a three-month period for complaints concerning the sale of goods or provision of services.

21. Escalating a Complaint

If you are not satisfied with our initial response, you may request that the matter be reviewed again.

When requesting a review, please explain:

Why you disagree with the original decision
Any relevant information that may have been missed
Any additional evidence
The resolution you are requesting

We will review the matter reasonably and provide a further response.

22. Consumer Affairs Authority of Sri Lanka

Customers retain the right to seek assistance from the Consumer Affairs Authority or another competent authority where applicable.

The Consumer Affairs Authority states that it investigates consumer complaints and that disputes may be resolved through communication and negotiation. Its complaint process may also lead to remedies such as compensation, replacement, or refund following an inquiry.

Consumer complaints may currently be directed to:

Director General Consumer Affairs Authority No. 27, Vauxhall Street Colombo 02 Sri Lanka

CAA Hotline: 1977

The latest contact details should be confirmed directly with the Consumer Affairs Authority before submitting a complaint.

23. Payment Provider and Card-Issuer Rights

Nothing in this policy prevents a customer from contacting:

Their bank
Card issuer
Stripe
Another payment provider
A competent regulatory body
A court or other lawful dispute-resolution body

Customers should use these processes honestly and provide accurate information.

Similarly, Levendar Wellness reserves the right to provide relevant transaction evidence and respond through the applicable dispute process.

24. Privacy During Disputes

Personal information collected during a dispute will be handled in accordance with our Privacy Policy.

We may share information where reasonably necessary with:

Stripe
Banks
Card issuers
Courier providers
Payment networks
Professional advisers
Regulators
Courts or public authorities

Only information reasonably relevant to the dispute or required by law will be disclosed.

25. Records

We may retain records relating to disputes for legitimate business, fraud-prevention, accounting, legal, and regulatory purposes.

These may include:

Order records
Payment information
Customer communications
Courier records
Submitted evidence
Refund records
Dispute decisions
Chargeback information

Retention will be handled in accordance with our Privacy Policy and applicable law.

26. No Retaliation for Genuine Complaints

Levendar Wellness will not penalize a customer merely for raising a legitimate complaint, requesting assistance, or exercising a lawful consumer right.

Restrictions may only be considered where there is reasonable evidence of fraud, abuse, repeated intentional refusal of confirmed orders, or misuse of the dispute process.

27. Changes to This Policy

We may update this Dispute Resolution Policy from time to time to reflect:

Changes to our operations
Payment-provider requirements
Changes to delivery arrangements
Regulatory developments
Changes to our products or services

The latest version will be published on this page together with the updated date.

28. Contact Us

For disputes or complaints relating to a Levendar Wellness order, contact us using the information available on our Contact Us page.

For faster assistance, include:

Your full name
Order number
Phone number or email used for the order
A description of the issue
Relevant supporting evidence

We encourage customers to contact us as early as possible so that we can review the matter and work toward a fair resolution.