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Refund and Returns Policy

This Refund and Returns Policy explains how returns, replacements, refunds and cancellations work at EZone.lk. Effective date: 26 October 2026.

Return Period

Return requests must be submitted within 7 calendar days from the date the product is delivered.

Please inspect your order as soon as it arrives. Requests submitted after the return period may not be accepted unless the product has a verified manufacturing defect or applicable law requires otherwise.

Products Eligible for Return

A product may be eligible for return when:

  • You received the wrong product, model or colour
  • The product arrived damaged
  • The product has a manufacturing defect
  • The quantity received is incorrect
  • The delivered product is significantly different from its website description
  • The product was damaged before or during delivery

All return requests are subject to inspection and approval.

Change-of-Mind Returns

A change-of-mind return may be considered only when:

  • The product is unused
  • The original packaging is available
  • All accessories, cables, manuals, labels and free items remain included
  • The product is clean and in resalable condition
  • The return request is submitted within seven days

Approval of a change-of-mind return is at EZone.lk’s discretion unless applicable law requires otherwise.

Original delivery charges and return-delivery costs are generally not refundable for change-of-mind returns.

Non-Returnable Products

We cannot normally accept returns for:

  • Used products
  • Altered, opened-and-damaged or physically damaged products
  • Products with stains, odours or other marks
  • Products returned without their original packaging or accessories
  • Products damaged through misuse or improper care
  • Customised or personalised products
  • Clearance or final-sale products clearly marked as non-returnable
  • Products returned after the return period
  • Products purchased from another seller or platform

A product will still be reviewed when it was defective or incorrectly supplied.

Damaged, Defective or Incorrect Orders

Please contact EZone.lk within 48 hours of delivery when your order arrives damaged, defective or incorrect.

Provide:

  • Your name and contact number
  • Order number
  • Product name
  • A clear description of the problem
  • Clear photographs or a short video of the product
  • Photographs of the parcel and delivery label
  • An unboxing video, when available

Do not use, alter or dispose of the product before receiving instructions from us.

How to Request a Return

To request a return:

  1. Contact EZone.lk through WhatsApp or email.
  2. Provide your order number and reason for return.
  3. Send clear photographs showing the product’s condition.
  4. Wait for return approval and delivery instructions.
  5. Pack the approved item securely in its original packaging.
  6. Send it using the return method provided by our team.

Products sent back without prior approval may not be accepted.

Return Inspection

After receiving the returned product, we will inspect:

  • Whether it is the original product supplied
  • Whether it has been used
  • Whether all packaging, accessories and labels are included
  • Whether the reported damage or defect is present
  • Whether the return meets this policy

We will notify you after the inspection is completed.

Replacement or Exchange

When a return is approved, you may be offered:

  • A replacement of the same product
  • Another product of the same value
  • Store credit
  • A refund

Replacements are subject to stock availability.

When the replacement product costs more, the customer must pay the difference. When it costs less, the remaining amount may be provided as store credit or refunded, depending on the agreed method.

Refunds

Approved refunds will be issued using the original payment method whenever reasonably possible.

Depending on the original payment method, refunds may be provided through:

  • Bank transfer
  • The original online payment method
  • Store credit
  • Another agreed refund method

Please allow approximately 5-10 working days after approval for EZone.lk to process the refund. Banks and payment providers may require additional processing time.

Shipping charges are refundable when the return results from:

  • An incorrect product sent by EZone.lk
  • A verified manufacturing defect
  • Damage that occurred before delivery

Delivery charges may not be refundable for change-of-mind returns.

Return Delivery Costs

EZone.lk will normally cover reasonable return-delivery costs when:

  • We sent the incorrect product
  • The item arrived damaged
  • The item has a verified manufacturing defect

The customer may be responsible for return-delivery costs when:

  • The return is due to a change of mind
  • The wrong colour or model was selected by the customer
  • The delivery information supplied by the customer was incorrect
  • No product defect or fulfilment error is confirmed

EZone.lk must approve the return method before the product is sent.

Order Cancellations

Contact us as soon as possible to request a cancellation.

An order may be cancelled without charge when it has not yet been packed or dispatched. Once an order has been dispatched, it cannot normally be cancelled and may need to follow the return process.

EZone.lk may cancel and refund an order when:

  • The product is unavailable
  • Payment cannot be confirmed
  • Delivery information is incomplete
  • A pricing or stock error occurred
  • We cannot complete the order for another reasonable operational reason

Failed or Refused Deliveries

When delivery fails because the customer:

  • Provided an incorrect address
  • Provided an unreachable telephone number
  • Was unavailable to receive the parcel
  • Refused the parcel without an approved reason

The customer may need to pay an additional delivery charge before the order is sent again.

Colour and Appearance Differences

Product colours may appear slightly different because of:

  • Screen brightness
  • Display settings
  • Lighting conditions
  • Photography

Small colour variations alone may not qualify as a defect. However, contact us when the product received is significantly different from the product shown or ordered.

Refund Delays

When you have not received an approved refund:

  1. Check your bank or payment account again.
  2. Contact your bank or card provider.
  3. Allow any additional processing time stated by the provider.
  4. Contact EZone.lk with your order and refund details.

Contact Us

For return, replacement or refund requests, contact:

EZone.lk
WhatsApp: +94 70 333 0344
Phone: +94 70 333 0343
Email: customercare@ezon.lk
Return Address: 288/A, Old Kottawa Road, Pannipitiya, Sri Lanka