Refund and Return Policy

Ceyvela Botanicals (Pvt) Ltd

Last Updated: 24 October 2026

1. Overview

At Ceyvela Botanicals (Pvt) Ltd, we are committed to providing quality herbal teas and botanical products inspired by Sri Lanka's natural heritage.

This Refund and Return Policy explains the conditions under which customers may request returns, refunds, replacements, or exchanges for purchases made through our online store.

Our policy is designed to provide a clear and fair process for resolving order-related issues while maintaining appropriate food-safety and hygiene standards.

2. Return Request Period

Customers must contact us within 2 days of receiving their order to request a return for an eligible product.

To request a return, please contact our customer support team and provide your order number, the reason for the return, and any supporting photographs or information where applicable.

The 7-day period is our standard return request window for voluntary returns. It does not limit any longer period or other rights that may apply under mandatory consumer protection laws.

3. Return Eligibility

For ordinary returns, products must generally meet the following conditions:

• The product is unopened and unused.
• The product remains in its original packaging, with seals and labels intact where applicable.
• The product is in resalable condition.
• Proof of purchase, such as an order confirmation or receipt, is provided.
• The return request is submitted within the applicable return period.

Because our products include herbal teas and other consumable botanical products, opened or partially consumed items are generally not eligible for ordinary returns for hygiene and food-safety reasons.

However, this restriction does not apply where a return, refund, replacement, or other remedy is required by applicable law, including for eligible defective, unsafe, damaged, incorrectly supplied, or misdescribed products.

4. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, incorrect, or materially different from the product ordered, please contact us within 2 days of delivery, where possible.

Please provide:

• Your order number.
• The name of the affected product.
• A brief description of the issue.
• Photographs of the product and packaging, where available.

Our team will review the information and advise you on the appropriate resolution.

Depending on the circumstances and applicable law, we may offer a replacement, refund, or another appropriate remedy.

Return shipping costs: Ceyvela Botanicals will cover reasonable return shipping costs for eligible damaged or incorrect orders when a return shipment is required and the return has been authorized by our team. Where appropriate, we may arrange an alternative solution without requiring the product to be returned.

Please retain the product and its packaging until we provide further instructions.

5. Return Shipping Costs

For ordinary returns, such as a change of preference or an order for the wrong product, the customer is responsible for the return shipping costs, subject to applicable law.

For eligible damaged, defective, or incorrectly supplied orders, Ceyvela Botanicals will cover reasonable return shipping costs where a return is required.

Please contact us before returning any item. We will provide the appropriate return instructions and confirm the applicable shipping arrangements.

We are not responsible for unauthorized return shipments or additional shipping expenses that have not been agreed in advance, except where applicable law requires otherwise.

6. Refund Policy

If your refund request is approved, the refund will generally be issued to the original payment method used for the purchase.

The refund process is as follows:

1. Contact our customer support team with your order details.
2. We review your request and determine the appropriate resolution.
3. If the return of a product is required, we provide return instructions.
4. Once the applicable review or return process is complete, we authorize the refund.
5. The payment provider or financial institution processes the refund to the original payment method.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment service provider. We will communicate any applicable processing information when confirming your refund.

Original shipping charges and other fees may be non-refundable for ordinary voluntary returns, where permitted by law. This does not apply where a refund of those charges is required by law or forms part of an appropriate remedy for a damaged, defective, incorrect, or misdescribed product.

7. Exchanges and Replacements

Exchanges and replacements are subject to product availability and eligibility.

We may provide a replacement for eligible damaged, defective, or incorrectly supplied products. If a suitable replacement is unavailable, we will consider an appropriate refund or alternative remedy in accordance with applicable law.

Ordinary exchanges requested because of a change of preference are subject to our return eligibility requirements.

Opened or partially consumed products are generally not eligible for ordinary exchanges for hygiene and food-safety reasons, except where applicable law provides otherwise.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible using the customer support email address listed below.

We will make reasonable efforts to accommodate cancellation requests received before the order has been processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible under our standard process. You may need to follow the applicable return procedure.

If a cancellation is accepted after payment has been collected, any applicable refund will generally be issued to the original payment method.

Nothing in this section limits any cancellation or refund rights that apply under mandatory consumer protection laws.

9. Non-Returnable Products

Unless otherwise required by applicable law, the following products may not be eligible for ordinary voluntary returns:

• Opened or partially consumed herbal teas and other consumable products.

• Products damaged after delivery through customer misuse or improper storage.

• Products returned without their original packaging where the packaging is necessary for food safety or product integrity.

• Gift cards or digital products identified as non-returnable at the time of purchase, where permitted by law.

These exclusions do not remove any applicable rights relating to defective, unsafe, incorrectly supplied, or misdescribed products.

10. International Returns

We may accept orders from customers outside Sri Lanka, subject to product availability and destination-country requirements.

International customers should contact us before returning any product.

For international returns:

• Customers are responsible for return shipping costs for ordinary voluntary returns.
• Ceyvela Botanicals will cover reasonable return shipping costs for eligible damaged or incorrect orders when a return shipment is required and authorized.
• Customers should check the import and shipping requirements applicable to their destination country.
• Customs duties, import taxes, and other charges are handled in accordance with applicable law and the circumstances of the return.

Refunds of shipping costs, customs charges, or other fees will be assessed according to the circumstances and applicable legal requirements.

11. Refund Delays

If an approved refund has not appeared within the timeframe communicated to you, please first check your bank account or payment service provider.

If the refund is still not visible, contact your card issuer or payment provider where appropriate. You may also contact our customer support team with your order number and refund confirmation details.

We will make reasonable efforts to help resolve refund-processing issues.

12. Consumer Rights

This policy is intended to operate alongside applicable consumer protection laws in Sri Lanka and any other jurisdiction whose mandatory consumer laws apply to your purchase.

Nothing in this policy is intended to exclude, restrict, or replace a customer's statutory rights or remedies.

Where applicable law provides a longer return period, a right to cancel, a mandatory refund, or another consumer remedy, that law will take precedence over any conflicting provision in this policy.

13. Contact Information

For return requests, refunds, exchanges, damaged products, or order cancellations, please contact us using the details below.

Company Name: Ceyvela Botanicals (Pvt) Ltd

Country: Sri Lanka

Customer Support Email: support@ceyvela.com

Website: support@ceyvela.com

Business Address: Ceyvela Botanicals (pvt) ltd, Bothale Pahalagama North, Mirigama, 11200, Sri Lanka

Please include your order number in your message so that we can review your request efficiently.

14. Changes to This Policy

We may update this Refund and Return Policy from time to time to reflect changes in our products, business operations, or legal obligations.

The latest version will be published on our website with the revised “Last Updated” date. Changes will apply subject to applicable law and will not remove rights already acquired by customers.