Store policies
Return & Replacement Policy
At Colombo Cosmetics, we stand behind the authenticity and quality of every product we dispatch. Please review our policy regarding returns, defective items, and replacement processing.
No Change-of-Mind Returns
Due to strict cosmetic hygiene, safety regulations, and product integrity, change of mind and subjective personal reasons are strictly not accepted.
Merchant Faults Covered
Returns or replacements are exclusively accepted for defective products, missing items, or fulfillment errors attributable to Colombo Cosmetics.
SL Post Return & Postage Covered
Once approved in writing, parcels must be sent via Sri Lanka Post (SL Post). Return postage charges for verified merchant faults will be fully borne by Colombo Cosmetics.
7–14 Business Days Processing
The complete process of receiving your return parcel via SL Post, technical inspection, and processing a replacement order takes 7 to 14 business days.
1. Eligibility for Returns & Replacements
Because we supply personal care, beauty, fragrance, and cosmetic products, hygiene and safety are of paramount importance. To protect our customers and maintain product integrity, all purchases made through Colombo Cosmetics are considered final.
Accepted Claims (Merchant Fault)
- Defective or damaged items received upon delivery.
- Missing items compared against your verified invoice.
- Incorrect items dispatched due to a packing error.
- Leaking, unsealed, or compromised packaging on delivery.
Not Accepted (Non-Eligible)
- Change of mind or ordering mistakes by the customer.
- Personal preferences (e.g. scent, color shade, texture).
- Items opened, swatched, tested, used, or unsealed.
- Damage resulting from customer mishandling or misuse.
2. Reporting Window & Merchant Approval
Any discrepancy, transit damage, or missing item must be reported to our customer support team within 48 hours of parcel delivery.
Prior Authorization Required
Please do not return any item without prior written approval from our merchant support team. Unsolicited parcels sent without authorization cannot be accepted, tracked, or processed.
To initiate an approval request, please send a WhatsApp message to our customer care team with:
- Your Order Number (e.g., CC-XXXX).
- A clear unboxing photo or video showing the courier waybill label and packaging.
- Close-up photos or videos clearly displaying the defect, damage, or discrepancy.
3. Return Shipping via Sri Lanka Post (SL Post)
Once our customer care team reviews your claim and grants official return approval, you will be provided with our designated return postal address.
Approved Courier: The parcel must be dispatched exclusively via Sri Lanka Post (SL Post) registered post or parcel service.
Postal Charges: When the return is confirmed to be due to merchant fault (defective, damaged, wrong, or missing items), all standard SL Post postage charges will be fully borne by Colombo Cosmetics. Please retain and forward a clear photo of your official SL Post postal receipt and tracking slip to our support team for prompt postage reimbursement.
4. Processing Timeline (7–14 Business Days)
The entire return and replacement cycle is handled with precision to ensure product quality and proper tracking:
Stage 1
SL Post Transit
Return transit to our inspection facility (approx. 2–5 business days).
Stage 2
Quality Inspection
Verification by our warehouse inspection team upon parcel delivery (1–2 business days).
Stage 3
Dispatch & Resolution
Dispatch of fresh replacement order or agreed resolution (approx. 3–5 business days).
Please allow 7 to 14 business days for the entire turnaround from the date your return parcel is dispatched until your replacement order is processed and delivered. If the defective item is out of stock, we will offer an equivalent replacement or a full refund for that item.
Need help with an order issue?
Our support team is available on WhatsApp to assist you with order verification and guidance.