Last updated: 10 September 2026
If something is wrong with your order, tell us within 7 days of delivery and we will put it right. This policy explains what can be returned, how, and how refunds work.
At a glance
- Faulty, damaged or wrong item: report within 7 days of delivery (48 hours for damage in transit) for a replacement or a full refund.
- Changed your mind: accepted only for unopened, sealed items reported within 7 days, at our discretion. Return shipping is at your cost.
- After 7 days: faults are handled under the manufacturer’s warranty, and we will help you claim.
- Nothing may be sent back without our approval first.
1. How to start a return
WhatsApp or call 077 777 1225 (9am – 7pm, every day), or email orders@shopo.lk, with your order number, what is wrong, and clear photos or a short video of the item, its packaging and any fault or damage. We will reply with a return approval and tell you how the item will be collected or where to send it. Returns sent without approval may be refused.
2. Damaged or missing items on delivery
Please check your parcel when it arrives. Damage in transit or missing items must be reported within 48 hours of delivery, with photos of the outer packaging and the item. Keep all packaging until the claim is settled. We cannot accept transit-damage claims reported after 48 hours.
3. Faulty or wrong items
If an item is faulty, not as described, or not what you ordered, report it within 7 days of delivery. Once the returned item has been inspected and the problem confirmed, we will replace it or, if a replacement is not available, refund you in full, including the delivery charge and any KOKO or Mintpay provider charge.
After 7 days, faults are covered by the manufacturer’s warranty, where one applies, on the terms of the warranty card. We will help you make the claim. Warranties do not cover misuse, accidental, physical or liquid damage, power surges, normal wear, or repairs by anyone other than the authorised service agent.
4. Change of mind
We are not required to accept returns for change of mind, but we may accept them at our discretion if all of the following apply:
- you tell us within 7 days of delivery;
- the item is unused, unopened and in its original sealed packaging, with all accessories, manuals, tags and gifts;
- the item is not in one of the categories listed in section 5.
You pay the cost of returning the item. The refund covers the product price only; the original delivery charge and any KOKO or Mintpay provider charge are not refunded.
5. Items we cannot take back
Unless the item is faulty or wrong, we cannot accept returns of:
- personal care, beauty and hair-care products, trimmers and shavers, and in-ear earphones or earbuds once the seal is broken, for hygiene reasons;
- items that have been used, installed, damaged by misuse, or are missing original packaging, accessories or serial numbers;
- items marked as clearance or final sale;
- items reported more than 7 days after delivery (warranty claims are handled as in section 3).
6. Inspection
Every returned item is inspected. If it does not qualify under this policy — for example, no fault is found or it has been used — we will tell you, and you may collect it or have it sent back to you at your cost. Items not collected within 30 days of that notice may be disposed of.
7. Refunds
- Approved refunds are issued within 14 business days of the returned item passing inspection.
- Card payments are refunded to the same card. Your bank may take a further few days to show the credit.
- KOKO and Mintpay refunds are made through the provider, who adjusts or cancels your remaining instalments under their own terms.
- Bank transfers are refunded to a Sri Lankan bank account in the name of the person who placed the order.
- Refunds are made only to the original payer.
8. Exchanges
Exchanges for a different item are possible where stock allows. Any price difference must be paid before the new item is sent, and change-of-mind conditions apply.
9. Cancelling an order
You can cancel an order free of charge before it is dispatched, and we will refund the full amount paid. Once dispatched, it is treated as a return under this policy.
10. Your legal rights
This policy does not affect your rights under Sri Lankan consumer protection law.