Sanoma Pvt Ltd – Refund and Returns Policy At Sanoma Pvt Ltd, we want to ensure that our customers feel confident when purchasing from us. We are committed to providing quality products and a smooth return experience. Below, we explain how you can return, exchange, or get a refund for your purchase, should you need to.
Returns and Exchanges
If for any reason you’re not satisfied with your purchase, we are happy to accept returns or exchanges. However, the product must be in its original, unused condition. This means that the product shouldn’t show any signs of use and must include all the original packaging, tags, and accessories. Once you contact us, we’ll help guide you through the return process and, if necessary, arrange for a courier to pick up the product from your home. Keep in mind that you have 30 days from the date of purchase to request a return or exchange. After receiving the returned item, we’ll inspect it and let you know about the next steps.
What Happens if My Product is Defective or Incorrect?
In the rare instance that you receive a product that is defective, damaged, or not what you ordered, don’t worry—we’ve got you covered. You can return the item to us, and we’ll replace it with the correct or fully functional product. We’ll take care of all shipping and handling fees for defective or incorrect items.
To make things smoother, just let us know within 5 business days of receiving the product so that we can arrange for a quick replacement or refund.
Changed Your Mind?
We understand that sometimes you might change your mind about a purchase. If you decide the product isn’t for you, you can still return it, provided it’s in perfect, unused condition. We do, however, charge a small Rs. 500 fee for collecting the product from your location. This helps cover the cost of transport and handling. Once we receive the product, we’ll inspect it and, if everything is in order, offer you an exchange or refund.
What Items Can’t Be Returned?
While we aim to be flexible, some products just can’t be returned due to their nature. We do not accept returns on items that have been used. For example, if you’ve already slept on a mattress or used a pillow, we won’t be able to take those back. However, if the item is still in its original condition, even if you’ve opened the packaging, it can still be returned.
Refund Process
If you’re eligible for a refund, we’ll make sure it’s processed quickly. Refunds will be credited to the original payment method within 3-5 business days after we receive and inspect the returned item. If you paid via cash on delivery, we can either transfer the refund amount to your bank account or offer you store credit for future purchases—whichever is more convenient for you.
Order Cancellations.
We understand that sometimes plans change. If you need to cancel an order, we allow cancellations within 24 hours of placing it. After this window, the order may already be in the process of shipping, and cancellations may not be possible. If for some reason we need to cancel your order due to product unavailability or an error, we will inform you and issue a full refund.
Delivery Charges
In general, delivery charges are non-refundable unless we made an error or the product you received is defective. If you’re returning a product because you changed your mind, you will be responsible for any return shipping costs.
How to Contact Us
If you have any questions, need to initiate a return, or have concerns about your purchase, our friendly customer service team is here to help. You can reach us at 0778819197 or email us at support@sanoma.lk. We’re committed to making the process as simple and efficient as possible.