Refund & Return Policy

Last updated: 29 October 2026

Mall.lk is a marketplace: each product is sold by an independent store (the "seller"). This policy explains when you can return an item, how refunds are paid and what Mall.lk does if you and a seller cannot agree. It applies to every order placed on mall.lk and on store pages at store-name.mall.lk.

1. When you can return an item

You can request a return within 7 days of delivery if the item:

arrived damaged or broken;
is faulty or does not work as described;
is not what you ordered (wrong item, size, colour or quantity);
is materially different from its description or photos on Mall.lk; or
has missing parts or accessories.

Some sellers also accept change-of-mind returns. If a seller offers this, it is shown on their store page or product page and the conditions they state apply in addition to this policy.

2. Items that cannot be returned

Unless they arrived damaged, faulty or wrong, the following cannot be returned:

perishable goods such as food, cakes and flowers;
personal care, cosmetics, Ayurvedic and hygiene products once opened or unsealed;
underwear, swimwear and pierced jewellery;
custom-made, personalised or made-to-order items;
digital products, gift cards and mobile reloads; and
items damaged after delivery through misuse or normal wear.

3. Condition of returned items

Return the item with its original packaging, tags, accessories, manuals, free gifts and the invoice, where possible. Items must not be used beyond what is needed to check them. For damaged or wrong items, please keep the packaging and take photos when you open the parcel — they make claims much faster.

4. How to request a return

Contact the seller within 7 days of delivery using the WhatsApp or phone details on their store page, quoting your order number (you can find it on Track an order).
Describe the problem and send clear photos or a short video of the item and packaging.
The seller should reply within 2 working days with return instructions or a solution.
If the seller does not respond, or you cannot agree, contact Mall.lk support: see our Contact us page. We will review the order and decide within 5 working days.

5. Return delivery costs

If the item is damaged, faulty, wrong or not as described, the seller pays for the return delivery (or arranges collection). For change-of-mind returns that a seller has agreed to, you pay the return delivery cost unless the seller says otherwise.

6. Replacement, repair or refund

Once the seller receives and checks the returned item (usually within 3 working days), you can choose a replacement where one is available, or a refund. Items covered by a manufacturer or seller warranty may be repaired under that warranty.

7. How refunds are paid

Card / online payments: refunded to the same card or account used to pay, through our payment partner. Refunds are issued within 7–14 working days of the return being approved. The time it takes to appear on your statement depends on your bank.
Bank transfer: refunded by bank transfer to an account in the name of the person who paid, within 7–14 working days of approval.
Cash on delivery: refunded by bank transfer (or another method you agree with the seller) within 7–14 working days of approval. We will ask for your bank account details at that time.

Refunds include the product price. The original delivery fee is also refunded when the whole order is returned because it was damaged, faulty, wrong or not as described.

8. Role of Mall.lk

Sellers are responsible for honouring this policy. Mall.lk provides the platform, helps resolve disputes and, for orders paid online through Mall.lk, processes the refund through the payment gateway. We may suspend sellers who repeatedly fail to honour valid returns.

9. Your statutory rights

This policy does not affect your rights under the Consumer Affairs Authority Act No. 9 of 2003 or other laws of Sri Lanka.

See also our Cancellation Policy and Delivery Policy.