Return and Refund Policy

Last updated: October 10, 2023

Thank you for shopping at Online24 Shop.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions
Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

  • Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Online24, 124/3, Kaduwela Road, Battaramulla.

  • Goods refer to the items offered for sale on the Service.

  • Orders mean a request by You to purchase Goods from Us.

  • Service refers to the Website.

  • Website refers to Online24 Shop, accessible from https://online24.lk/

  • You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Exchange Procedure

We will be pleased to exchange your products in accordance with our simple exchange policy if you are unhappy with them for any reason. Please take note that our website orders only are subject to the exchange policy.

1. A Is trading with Online24.lk possible?

Yes, provided that the item is exchangeable (please refer to point 6 for a list of products that are not exchangeable). However, the products must still be in their original packing and condition. Items can be returned within seven days of purchase. Keep the product’s labels and tags attached, and send the item back with the original receipt. We would also appreciate knowing why you are exchanging the item. There can only be one exchange.

2. B I bought something from the website. Can I visit the Online24.lk Outlet store to swap it?

Yes, provided that the item is exchangeable (please refer to point 6 for a list of products that are not exchangeable). But the goods must still have their original tags and labels. Items can be returned within seven days of purchase. Keep the product’s box, labels, and tags attached, and send the item back with the original receipt. There can only be one exchange.

3. C I’ve bought anything (or somethings) from the Online24.lk Outlet. Can you give the exchange to me?

I’m sorry to notify you that you cannot exchange items purchased from the Online24.lk Outlet store through the website. However, you will be able to swap it if you go to the flagship shop within 7 days.

4. Can I return a product that has already been returned? Can I alter an order how many times?

Only ONE exchange of a qualifying product is permitted. Therefore, a product that has already been exchanged cannot be exchanged.

5. Can we return items we’ve bought?

Returns are not accepted by us. However, if a damaged item is discovered when the products are being delivered, please contact us immediately at 0775900539 or, if you are unable to reach us at that time, send us an email at onlinetwentyfour.lk@gmail.com the same day of delivery.

6. What if the item is harmed when it is delivered?

We make sure that our products and processes adhere to the highest standards of quality. We perform a quality check to make sure the products are completely damage-free before shipping in order to meet the criteria.

Please inspect your products at the delivery location once you receive the order. If you discover a damaged item, kindly get in touch with us right away. You’ll be able to return it or get a free exchange. Please be aware that we won’t be taken responsible for the damaged products moving forward.

7. How do I send things to Online24 for exchange?

8. Please contact us by email at onlinetwentyfour.lk@gmail.com

9. Pack the items Include labels and tags and box the items in their original packing.

10. Let us know what product you want to exchange it for. (Please note that until we receive the returned item, we won’t be reserving the product for you.)

11. After the goods are delivered to our warehouse, we undertake a quality check, and we will only accept an exchange if the goods are in good shape.

12. If the products passed the quality inspection, we will email or contact you to confirm the repeat order.

13. Items not in their original state won’t be accepted, so there won’t be an exchange.

14. What products are not returnable?

15. Products must be returned in their original state. Should not be used.

16. No security seals or labels should have been tampered with.

17. Must be returned with all accessories (including warranty cards, manuals, free gifts, etc.) and in the original packing.

18. Did you get the things I sent for exchange?

If we haven’t yet confirmed you, call us at 0775900539 on weekdays before 5.30 p.m. or email us at onlinetwentyfour.lk@gmail.com.

19. Due to the exchanged product’s lower price than the original purchase order, there is a balance. Do I get a refund or can I use that money to buy something later?

We regret that we are unable to issue refunds for first orders. If there is a balance after the exchange, you can buy something that is equal to or greater than the first order amount and settle it. I’m sorry to say that you cannot receive the amount that remains as a credit note and then claim it.

How to cancel an order ?

You can contact us by phone at (0775900539), email at onlinetwentyfour.lk@gmail.com, or Facebook at https://www.facebook.com/online24SriLanka. Since the product will be held for you, kindly let us know within three hours of placing your order. Before the order is shipped from the store, the cancellation should take place.