Cancellation Policy

Last updated: 29 October 2026

1. Cancelling before dispatch

You can cancel an order free of charge at any time before the seller dispatches it. Contact the seller on WhatsApp or phone (details are on their store page) with your order number, or contact Mall.lk support: see our Contact us page.

2. After dispatch

Once an order has been handed to the courier it can no longer be cancelled. You may refuse a cash-on-delivery parcel at the door, but repeated refusals may stop you using cash on delivery. If the item has a problem when it arrives, follow our Refund & Return Policy.

3. Custom and perishable orders

Custom-made, personalised and perishable orders (for example cakes or flowers) can only be cancelled before the seller starts preparing them. The seller will tell you when this cut-off applies.

4. Cancellation by the seller or Mall.lk

An order may be cancelled by the seller or by Mall.lk if:

• the item is out of stock or no longer available;
• there was an obvious error in the price or description;
• we cannot deliver to the address given, or cannot reach you to confirm the order; or
• the order appears fraudulent or breaks our Terms & Conditions.

We will tell you by SMS, WhatsApp or phone if this happens.

5. Refunds for cancelled orders

If you have already paid, the full amount including delivery is refunded: to the same card for online payments, or by bank transfer for bank-transfer payments, within 7–14 working days of the cancellation. Cash-on-delivery orders cancelled before delivery have nothing to refund.