Buyers

Buyer Policy

How ordering, communication, reviews, cancellations and buyer protection work.

Important This policy forms part of the Ceylona Terms of Use. Mandatory rights under applicable law take priority where they cannot be limited by contract.

1. Before ordering

Review the listing, variations, processing time, delivery estimate and shop terms. Handmade items may have minor variations that are not defects when accurately described. Ask the seller before purchasing if timing, sizing, allergens or customisation are important.

2. Payment and delivery

Use the Ceylona checkout and provide complete billing and delivery details. Delivery dates are estimates unless expressly guaranteed. Buyers must cooperate with courier, customs and identity checks and are responsible for destination duties and taxes unless checkout states otherwise.

3. Cancellations, returns and issues

Cancellation and return rights depend on the item, seller terms and mandatory law. Custom, personalised, perishable, hygiene-sensitive or digital items may not be returnable unless defective, misdescribed or required by law. Report non-delivery, damage or significant misdescription promptly through your order.

4. Reviews and conduct

Reviews must reflect a genuine transaction and may not contain harassment, threats, private information or paid manipulation.
Communicate respectfully and do not pressure sellers for extras not included in the order.
Do not misuse chargebacks, returns, promotions or buyer protection.
Keep transaction communication on Ceylona where possible so support can review it.

5. Buyer protection

Where eligibility conditions are met, Ceylona may help resolve qualifying non-delivery, damage or material misdescription claims. Buyer protection is not insurance and does not replace statutory rights. Ceylona may require photos, tracking, return evidence or other reasonable information before deciding a claim.