Sep 04,2024

TeaLux Ceylon guarantees the freshness and quality of our products and will replace or refund items that fall below our quality standard. All items we sell go through our quality control procedures. We inspect every item before it is shipped and pack all our orders with care.

If for any reason the products you purchased directly from us appear to be factory defective, we will gladly accept a refund/replacement within 48 hours of your order being delivered. Unfortunately, if 48 hours have gone by since the delivery, we cannot offer you a refund/ replacement. We ask you to contact us via info@tealuxceylon.com with pictures of the faulty or damaged item and proof of purchase so our team will be able to help or call/WhatsApp/email our Customer Care +94 70 1500 743.

What products are eligible for return/refund?

We have two types of products that are eligible for a replacement/refund. Dry items – the item must be unused, unopened, in the same condition and original packaging that you received it. It must be returned accompanied by proof of purchase and a notification from your end within 48 hours upon delivery date. If 48 hours have gone by since the delivery, unfortunately we cannot offer you a refund/replacement. Frozen and Chilled items – the advice should be given at the same time of delivery. Otherwise, it will not be granted.

How do I request for replacement of products or refund payment?

To complete your replacement or refund, we ask you to contact us via info@tealuxceylon.com with pictures of the faulty or damaged item and proof of purchase so our team will be able to help or call our Customer Care at +94 70 1500 743.

How will I get my replaced products?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your product replacement. The process of inspection will take 1-3 days. If you are approved with product replacement, you will be notified via email and the amount will be credited back in your TeaLuxCeylon account log information. You may proceed ordering the items you want to replace, or you may order the same item. Returned products may be replaced with an item of equal or greater value with the price difference paid at the time of exchange.

If the item has a lesser amount, we will credit back in full. After inspection, if returned items found without damage and in good condition, you are responsible in paying the shipping fee of the replaced products.

How will I get my refund payment?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund request. The process of inspection will take 1- 3 days. If you are approved with a payment refund, you will be notified via email and the amount will be credited back in your bank account.

Cancellation Policy

Although we do not encourage Cancellation of confirmed orders, under valid circumstances, the customer can request for a cancellation but is subject to approval and will be liable for a cancellation fee to compensate for the losses. In case an order is cancelled from our end, due to non-availability of the product or any other factors beyond our control, we will issue a full refund.