Returns & Refunds Policy

1. Return Period

You may request a return within 7 calendar days of receiving your order, provided the product meets the eligibility requirements below.

Requests submitted after this period may not be accepted unless the product is defective, damaged, incorrectly supplied, or another remedy is required under applicable law.

2. Products Eligible for Return

A product may qualify for a return when:

• It is unused, unopened, and in its original sealed packaging.
• The packaging, label, seal, and product are in resalable condition.
• You have the order number, receipt, or other valid proof of purchase.
• The return request is submitted within 7 calendar days of delivery.
• Levendar Wellness has approved the return before the product is sent back.

Unused products in their original packaging are commonly required for personal-care returns, while opened cosmetics are generally restricted for hygiene and safety reasons.

3. Products That Cannot Be Returned

Unless the product arrived damaged, defective, expired, contaminated, or incorrectly supplied, we cannot accept returns or exchanges for:

• Products that have been opened or used.
• Products with a broken, removed, or tampered seal.
• Products that have been tested or applied to the skin or hair.
• Products returned without their original packaging.
• Products damaged after delivery through misuse, incorrect preparation, unsuitable storage, moisture exposure, or failure to follow the usage instructions.
• Products that have been mixed with water, rose water, oils, or other substances.
• Products returned because of a change of mind after opening.
• Free gifts, samples, or promotional items supplied at no additional cost.
• Products purchased from another seller or marketplace rather than directly from Levendar Wellness.

These restrictions help ensure that previously opened personal-care products are not restocked or supplied to another customer.

4. Damaged, Defective, Leaking, or Incorrect Products

Please inspect your order as soon as it arrives.

Contact us within 48 hours of delivery if:

• You received the wrong product.
• An ordered item is missing.
• The product is leaking.
• The pouch, container, or safety seal arrived damaged or open.
• The product appears contaminated or unsuitable for use.
• The product is materially different from what you ordered.
• The parcel was visibly damaged during delivery.

Please provide:

• Your order number.
• The name and phone number used for the order.
• Clear photographs of the outer parcel.
• Clear photographs or a short video showing the product and the issue.
• A photograph of the delivery label, batch details, and packaging where visible.

After assessment, we may offer an appropriate remedy, such as:

• A replacement of the same product.
• Replacement of the missing or incorrect item.
• Store credit.
• A full or partial refund.

Where the issue was caused by Levendar Wellness or occurred before the product reached you, we will cover reasonable return or redelivery costs. Consumer-protection guidance in Sri Lanka recognizes remedies for defective or unsatisfactory goods, including replacement or refund where appropriate.

5. Sensitivity or Unexpected Skin Reactions

Botanical and natural-origin ingredients can still cause sensitivity in some individuals. Customers should perform the recommended patch test before applying a product more widely.

Stop using the product and rinse the area if you experience burning, swelling, severe redness, persistent itching, or another unexpected reaction.

Please contact us within 48 hours of noticing the reaction and provide:

• Your order number.
• The product name.
• The date and method of use.
• The amount used and what it was mixed with.
• Photographs of the affected area where appropriate.
• The product batch or packaging information.
• Any other relevant details requested by our team.

Each report will be reviewed individually. We may request that the remaining product and packaging be returned for inspection.

A report of sensitivity does not automatically guarantee a refund because reactions can depend on individual skin sensitivity, preparation, combination with other products, application time, and compliance with patch-test and usage guidance. However, where there is reasonable evidence of a product fault, contamination, incorrect labelling, or another issue attributable to the product, we will provide an appropriate remedy.

Some cosmetics retailers similarly require reactions to be reported promptly and assess them separately from ordinary change-of-mind returns.

6. Natural Variations Are Not Defects

Products made with botanical powders and natural-origin ingredients may have slight variations between batches, including differences in:

• Colour.
• Aroma.
• Powder fineness.
• Texture.
• Appearance after mixing.

These natural variations do not necessarily indicate that the product is defective.

However, contact us before use if the product has an unusual odour, visible moisture, mould, foreign material, damaged packaging, or any other sign that may indicate contamination or spoilage.

7. Change-of-Mind Returns

We may accept a change-of-mind return only when:

• The request is made within 7 calendar days of delivery.
• The item remains unopened, unused, sealed, and resalable.
• The original packaging is complete and undamaged.
• You provide valid proof of purchase.
• The return is approved before being sent.

For approved change-of-mind returns:

• The customer is responsible for return-delivery costs.
• The original delivery fee is not refundable.
• Any new delivery fee for an exchange must be paid by the customer.
• We recommend using a trackable delivery method.
• Levendar Wellness is not responsible for returned parcels lost or damaged in transit.

8. Exchanges

An eligible unopened product may be exchanged for another available product, subject to approval and stock availability.

If the replacement product costs more, the customer must pay the difference. If it costs less, the remaining approved amount may be issued as store credit or refunded using an agreed method.

Opened or used personal-care products cannot be exchanged simply because:

• The customer does not like the colour, aroma, texture, or consistency.
• The product does not match personal expectations.
• The customer changed their mind.
• The customer purchased the wrong product.
• The product was used incorrectly.
• The customer expected guaranteed or immediate results.

9. Sale, Promotional, and Bundled Products

Sale or promotional products may be returned only if they otherwise meet this policy’s eligibility requirements.

Products will still be considered for a remedy if they arrive damaged, defective, expired, contaminated, missing, or incorrectly supplied. A promotion does not remove rights that apply to faulty goods.

For bundles or sets:

• The complete bundle may need to be returned.
• All returned components must be unopened and unused unless the issue concerns a defective component.
• Any free gifts included with a fully refunded order may also need to be returned unused.

10. Order Cancellations

Contact us as soon as possible if you need to cancel an order.

Before Dispatch

An order may generally be cancelled before it has been packed or handed to the courier.

For prepaid orders, any approved refund will be processed according to the original payment method where technically possible.

After Dispatch

Once an order has been dispatched, we may be unable to cancel it.

If a dispatched order is refused without an accepted reason:

• The original delivery fee may remain payable.
• Return-to-sender or repeat-delivery charges may apply.
• Future Cash on Delivery orders may require advance confirmation or prepayment.

11. How to Request a Return

Before sending any item back, contact Levendar Wellness through WhatsApp, phone, email, or the Contact Us page.

Provide:

• Your full name.
• Order number.
• Phone number used for the order.
• Product name.
• Reason for the request.
• Photographs or video where relevant.
• Your preferred resolution, such as replacement or refund.

Once approved, we will provide the relevant return instructions.

12. Inspection of Returned Products

All returned products are inspected after arrival.

A return may be rejected if:

• The product has been opened, used, mixed, or tested.
• The seal has been removed or broken.
• The product or packaging has been damaged after delivery.
• Parts of a bundle are missing.
• The returned product does not match the approved request.
• The item was sent after the approved return period.
• The product was not packed securely for return.

We will notify you after the inspection and confirm whether the return, replacement, credit, or refund has been approved.

13. Refunds

Approved refunds may include:

• The amount paid for an eligible returned product.
• The delivery fee where the entire order was incorrect, damaged, defective, or otherwise affected by an issue attributable to Levendar Wellness.
• Any other amount we agree is appropriate after reviewing the case.

The following are generally non-refundable:

• Original delivery fees for change-of-mind returns.
• Return-delivery costs for change-of-mind returns.
• Redelivery costs caused by incorrect customer information or repeated missed delivery attempts.
• Bank, card, foreign-exchange, or payment-provider charges that are outside our control, unless required otherwise.

Refunds will normally be processed within 5–10 working days after the returned item has been received, inspected, and approved. The time required for the amount to appear may vary depending on the bank, card issuer, or payment provider.

Refunds will normally be issued through the original payment method where possible:

• OnePay or card payments: Returned to the original payment method.
• Bank transfer: Returned to a verified Sri Lankan bank account.
• Cash on Delivery: Returned by bank transfer or another method agreed with the customer.
• Store credit: Issued only when accepted by the customer or suitable for the specific resolution.

14. Partial Refunds

A partial refund may be considered where:

• Only one product in a multi-item order is affected.
• Part of a bundle is missing or defective.
• The customer agrees to keep a product with minor packaging damage.
• A discount or promotion must be recalculated after a partial return.

Any partial-refund amount will be explained before processing.

15. Failed Deliveries and Returned Parcels

If an order is returned to us because:

• The address was incorrect or incomplete.
• The customer could not be contacted.
• No one was available after reasonable delivery attempts.
• The customer refused a confirmed order.
• The parcel was not collected where collection was required.

We may deduct the original shipping, return, and redelivery costs from any approved refund, except where the delivery failure was caused by us or the courier.

16. Gifts

A gift recipient may contact us about a damaged, defective, or incorrect item, but we may need to communicate with the original purchaser and verify the order.

Refunds are normally issued to the original payment method or purchaser. An exchange or store credit may be offered where appropriate.

17. Abuse of the Returns Process

Levendar Wellness may refuse a return or limit Cash on Delivery access where there is reasonable evidence of:

• Repeated refusal of confirmed orders.
• Fraudulent claims.
• Altered or substituted products.
• Deliberate product damage.
• Misuse of promotional offers.
• Excessive or abusive return activity.

This will not affect legitimate claims concerning faulty, damaged, unsafe, or incorrectly supplied goods.

18. Consumer Rights and Complaints

Nothing in this policy is intended to exclude any mandatory right or remedy available under Sri Lankan law.

The Consumer Affairs Authority may assist consumers with complaints involving purchased goods or services.

We encourage customers to contact Levendar Wellness first so we can review and resolve the concern directly.