ShopiMo.Lk – Complete Policies | Returns, Warranty, Delivery, Payments, Refunds

Returns & Exchange Policy

 Key Points:
                                    7-day return window from delivery date
Products must be in original condition

                                    Return shipping charges for non-defective items
Refunds processed within 5-7 business days

Eligibility Criteria

Returns accepted within 7 days of delivery if:

Product is unused, unopened in original packaging
All accessories, manuals, free items included
Original invoice provided
Product not on non-returnable list
Return request initiated within return window

Return Type	Time Frame	Shipping Cost	Conditions
Defective/Faulty	7 days	Free (We cover)	As received, all accessories
Wrong Item Sent	7 days	Free (We cover)	Unused, original packaging
Change of Mind	7 days	Customer pays	Unused, tags attached
Size/Color Exchange	7 days	Customer pays	Unused, original packaging

Sri Lankan Consumer Affairs Authority Reference:

Under the Consumer Affairs Authority Act No. 9 of 2003, consumers have the right to return defective goods and seek replacements or refunds within a reasonable period.

Non-Returnable Items

Software, games, digital downloads (activated)
Personal care items (earphones, wearables)
Gift cards and vouchers
Products with broken security seals

Customized/personalized products
Items damaged by misuse
Products missing serial numbers
Clearance or "as-is" sale items

Warranty Policy

 Warranty Coverage:
                                    Manufacturer warranty on all products
Period varies by category (1-3 years)

                                    Covers manufacturing defects only
Keep original invoice for claims

Standard Warranty Periods

Product Category	Standard Warranty	Extended Available	Service Centers
Mobile Phones & Tablets	1 Year	Yes (1-2 years)	Authorized centers islandwide
Laptops & Computers	1-2 Years	Yes	Colombo, Kandy, Galle
Home Appliances	1-3 Years	Varies by brand	Authorized partners
Electronics & Gadgets	6M-1 Year	Limited	Colombo head office
Accessories	3-6 Months	No	ShopiMo service desk

What Warranty Covers

Manufacturing defects in materials/workmanship
Malfunctions under normal use
Component failures (not from misuse)
Software issues (pre-installed OS)

Warranty Exclusions

Damage from accidents/misuse
Cosmetic damage (scratches, dents)
Unauthorized modifications
Batteries (unless defective in 6 months)
Normal wear and tear

Sri Lankan Legal Framework:

The Sale of Goods Ordinance (Section 32) and Consumer Affairs Authority Act provide protection against defective goods. Consumers have warranty enforcement rights under these laws.

Delivery Policy

 Delivery Highlights:
                                    Islandwide to all 25 districts
Free delivery over Rs. 5,000

                                    Express in Colombo, Gampaha, Kalutara
2-7 business days timeframe

                                    COD available for most areas
Real-time tracking

Delivery Areas & Timeframes

Delivery Zone	Estimated Time	Delivery Charge	Order Cut-off
Colombo District	1-2 Days	Rs. 300 (Free > Rs. 5,000)	2:00 PM
Western Province	2-3 Days	Rs. 400 (Free > Rs. 5,000)	12:00 PM
Major Cities	3-4 Days	Rs. 500 (Free > Rs. 8,000)	10:00 AM
Rural Areas	4-7 Days	Rs. 600-800 (Free > Rs. 10,000)	Any time
Express Delivery	Same/Next Day	Rs. 800-1,200	10:00 AM

Customer Responsibilities

Provide accurate delivery address & contact
Ensure someone available during business hours
Inspect package before signing
Report delivery issues within 24 hours

Failed Delivery Attempts

1st attempt: Notice left if unavailable
2nd attempt: Next business day (extra charge may apply)
3rd attempt: Returned to warehouse
Storage fee: Rs. 100/day after 7 days
Cancelled after 14 days with restocking fee

Important Notes:

No delivery to P.O. Box addresses
Remote areas may require additional time
Special handling fees for large/heavy items
COVID-19 restrictions may affect delivery times

Payment Methods

 Payment Options:
                                    All transactions in Sri Lankan Rupees (LKR - රු)
Secure payment gateway with SSL encryption

                                    Cash on Delivery for most areas
Bank transfers, cards, digital wallets

Cash on Delivery

Available for most areas

Pay with cash when order arrives
Max COD: Rs. 50,000
Not available for electronics > Rs. 25,000
Exact change appreciated

Credit/Debit Cards

Visa, MasterCard, AMEX

Secure via LankaPay/Genie
3D Secure authentication
International cards accepted
No extra charges

Bank Transfers

Direct deposit

Transfer to Commercial Bank account
Include order number as reference
Email deposit slip to payments@shopimo.lk
Processed after confirmation (1-12 hours)

Digital Wallets

FriMi, mCash, ez Cash

Quick payments via mobile wallets
Scan QR code at checkout
Instant order confirmation
Maximum: Rs. 25,000 per transaction

Payment Security

All online payments processed through secure, PCI-DSS compliant gateways. We do not store credit card details. Transactions encrypted with 256-bit SSL technology.

Regulatory Compliance:

Payment processing complies with Payment and Settlement Systems Act No. 28 of 2005 and Central Bank guidelines. Consumer financial data protected under Payment Devices Frauds Act.

Refund Policy

 Refund Highlights:
                                    Processed within 5-7 business days
Original payment method refunded where possible

                                    Bank transfers: 7-10 business days
Refunds in Sri Lankan Rupees (LKR) only

Refund Eligibility & Timelines

Scenario	Refund Eligibility	Processing Time	Notes
Defective/Faulty Product	Full refund	5-7 business days	After inspection & approval
Wrong Item Delivered	Full refund + shipping	5-7 business days	No restocking fee
Cancelled Order (before shipping)	Full refund	3-5 business days	Instant for card payments
Returned Item (change of mind)	Refund minus shipping	5-10 business days	15% restocking fee may apply
Order Not Delivered	Full refund	7-10 business days	After delivery investigation

Refund Methods

Credit/Debit Cards

Refunded to same card
5-10 business days

Bank Transfer

To provided bank account
7-14 business days

Partial Refunds & Deductions

Restocking Fee: 15% for non-defective returns
Shipping Charges: Original shipping not refunded
Return Shipping: Customer pays unless defective/wrong
Missing Accessories: Value deducted if not returned
Damage/Wear: Reduced refund if not original condition

Non-Refundable Items/Services:

Digital downloads (once accessed)
Gift cards and vouchers
Customized/personalized products
Products damaged by customer misuse
Shipping charges (unless our error)
Clearance/final sale items

Consumer Protection:

Under Sri Lankan consumer protection laws, consumers have right to refunds for defective goods or undelivered services. Consumer Affairs Authority provides mediation for unresolved disputes.

Privacy & Data Protection

Information We Collect

Personal Information: Name, address, email, phone for orders
Payment Information: Processed by gateways (not stored by us)
Usage Data: Browsing behavior for analytics
Communication: Customer service correspondence

How We Use Information

Process orders and deliver products
Communicate order status and promotions (with consent)
Improve website functionality
Comply with Sri Lankan legal obligations
Prevent fraud and ensure security

Data Security Measures

SSL encryption for all data transmissions
Secure servers with firewall protection
Limited employee access to personal data
Regular security assessments

Data Retention Periods

Order information: 7 years (tax/legal compliance)
Customer accounts: Until deletion request
Marketing lists: Until unsubscribe request
Website analytics: 26 months

Legal Compliance:

Our data practices comply with Sri Lankan regulations including Computer Crimes Act No. 24 of 2007. We adhere to guidelines from Ministry of Digital Infrastructure and Information Technology.

Terms of Service

Eligibility

Must be at least 18 years old or have parental consent
Must provide accurate and complete information
Must have legal capacity to enter contracts
Residents of Sri Lanka only (with exceptions)

Pricing & Availability

All prices in Sri Lankan Rupees (LKR)
Prices include VAT where applicable
Products subject to availability
Typographical errors may be corrected

Order Acceptance

Order confirmation email ≠ acceptance
We reserve right to refuse/cancel orders
Orders cancelled if fraud/error suspected
Full payment required before shipment (except COD)

Limitations of Liability

Not liable for indirect/consequential damages
Maximum liability limited to order value
Not liable for delays beyond our control
Not responsible for third-party services
Not liable for product misuse

Governing Law & Dispute Resolution:

These terms governed by laws of Sri Lanka. Disputes subject to jurisdiction of Sri Lankan courts. Consumer Affairs Authority mediation available for eligible disputes.

Policy Updates

We reserve right to modify policies at any time. Changes effective upon posting. Continued use after changes constitutes acceptance. Major changes communicated to registered users.

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