Refund and Returns Policy

Last updated: 24 September 2026

Thank you for shopping with LankaSriMart. This Refund and Returns Policy explains how returns, refunds, exchanges, cancellations, and damaged or incorrect orders are handled on our website.

This policy applies to purchases made through LankaSriMart. Some products may be sold directly by LankaSriMart, while others may be supplied by independent vendors, suppliers, or sellers using our marketplace.

1. Contact Details

For return or refund questions, contact us at:

LankaSriMart
2 Orchard Way, Sutton, Surrey SM1 3QQ
United Kingdom
Email: info@lankasrimart.com

Please include your order number, product name, photos if relevant, and a short explanation of the issue.

2. Your Right to Cancel Online Orders

If you are buying as a consumer, you may have a legal right to cancel certain online orders within 14 days of receiving your goods.

To cancel an eligible order, contact us at:

info@lankasrimart.com

You should return eligible goods without unnecessary delay and normally within 14 days after telling us you wish to cancel.

Some products are excluded from cancellation and return rights, including perishable goods, opened food products, sealed hygiene-sensitive goods once opened, personalised goods, and products that cannot be resold for health, hygiene, or safety reasons.

3. Return Eligibility

To be eligible for a return, the item must usually be:

• Unused

• Unopened where the product is sealed

• In the same condition as received

• In the original packaging

• Returned with proof of purchase

• Returned within the applicable return period

We may refuse returns where the product has been opened, used, damaged after delivery, altered, partly consumed, missing packaging, or returned without proof of purchase.

4. Non-Returnable Products

Because LankaSriMart sells food, grocery, and related products, some items cannot be returned unless they are faulty, damaged, incorrect, or not as described.

Non-returnable items may include:

• Perishable food items

• Chilled or frozen products

• Opened food or drink products

• Products with broken seals

• Products with damaged packaging caused after delivery

• Personalised or custom-packed goods

• Gift cards

• Clearance items where clearly marked as non-returnable, unless faulty

• Any product that cannot be resold for health, hygiene, safety, or legal reasons

This does not affect your legal rights if an item is faulty, damaged, unsafe, incorrect, or not as described.

5. Damaged, Faulty, or Incorrect Items

Please check your order as soon as it arrives.

If your item is damaged, faulty, incorrect, missing, or not as described, contact us as soon as possible at:

info@lankasrimart.com

Please include:

• Order number

• Product name

• Description of the problem

• Clear photos of the product

• Clear photos of packaging and delivery label where relevant

If the issue is confirmed, we may offer one or more of the following:

• Replacement

• Refund

• Store credit

• Partial refund

• Supplier resolution

• Return instructions

6. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, your refund will usually be made to the original payment method.

Refund processing times may vary depending on your bank, card provider, payment provider, or payment gateway.

We may reduce a refund if goods have been handled more than necessary, damaged after delivery, returned incomplete, or returned in a condition that reduces their value.

7. Exchanges

We only offer exchanges where the product is defective, damaged, incorrect, or where an exchange has been approved by us or the supplier.

If an exchange is approved, we will provide instructions by email.

8. Return Shipping

Unless the item is faulty, damaged, incorrect, or not as described, you may be responsible for return shipping costs.

Return shipping costs are normally non-refundable unless we confirm otherwise.

For higher-value items, we recommend using a tracked delivery service and keeping proof of postage.

We are not responsible for returned items lost in transit unless the return was arranged by us.

9. Supplier and Marketplace Orders

Some products on LankaSriMart may be supplied by independent suppliers or vendors.

Where a product is supplied by a third-party vendor, the vendor may help process the return, replacement, or refund.

LankaSriMart may assist with communication between customers and suppliers, but the final resolution may depend on product condition, supplier confirmation, delivery evidence, and applicable law.

10. B2B, Wholesale, and Bulk Orders

B2B, wholesale, and bulk orders may have different return rules because they are often ordered for business use, resale, import, export, or custom supply.

Before placing a wholesale or bulk order, buyers should confirm:

• Product specification

• Quantity

• Packaging

• Expiry dates

• Import/export requirements

• Delivery terms

• Return terms

• Supplier terms

Unless otherwise agreed in writing, B2B and wholesale returns may only be accepted for damaged, faulty, incorrect, or misdescribed goods.

11. Cancellations Before Dispatch

If you want to cancel an order before dispatch, contact us as soon as possible at:

info@lankasrimart.com

If the order has not yet been processed or dispatched, we may be able to cancel it.

If the order has already been dispatched, you may need to follow the return process.

12. Late or Missing Refunds

If your refund has been approved but you have not received it yet:

1. Check your bank account again.

2. Contact your card provider or payment provider.

3. Contact your bank, as processing times can vary.

4. If you still have not received it, contact us at info@lankasrimart.com.

13. How to Start a Return

To request a return, email:

info@lankasrimart.com

Please include:

• Your full name

• Order number

• Product name

• Reason for return

• Photos if the item is damaged, faulty, incorrect, or not as described

We will review your request and provide return instructions where applicable.

Please do not send products back without contacting us first.

14. Need Help?

For questions about refunds, returns, exchanges, damaged items, or incorrect orders, contact:

info@lankasrimart.com