Returns, Refunds & Cancellations
A clear process for cancellations, damaged goods, non-delivery, returns and refunds.
1. Cancellation requests
A buyer may request cancellation before dispatch. The seller should accept where work or fulfilment has not materially begun. Custom or made-to-order work may be non-cancellable once production starts if this was clearly disclosed and applicable law permits.
2. Damaged, defective or misdescribed items
Contact the seller through the order as soon as reasonably possible, preferably within 48 hours of delivery, and include clear photos. The seller should offer an appropriate remedy such as repair, replacement, partial refund or full refund. Mandatory consumer remedies always prevail.
3. Change-of-mind returns
Where a seller accepts change-of-mind returns, the buyer should request one within 14 days of delivery and return the item unused and safely packed within the instructed period. Unless the seller agrees otherwise or law requires it, return delivery is paid by the buyer and original delivery charges may be non-refundable.
4. Normally non-returnable items
- Personalised, customised or made-to-order items.
- Perishable food, plants or goods with a short shelf life.
- Opened hygiene-sensitive, cosmetic or personal-care products.
- Digital products after access or download.
- Items damaged through misuse or ordinary wear.
5. Non-delivery
Check tracking and contact the seller first. A claim may be opened after the estimated delivery window has passed. Ceylona may wait for a reasonable courier investigation. A parcel correctly delivered to the supplied address may not qualify unless evidence shows a delivery failure.
6. Refund timing
Approved refunds are sent to the original payment method where possible. Banks and payment providers control posting time. Seller payouts may be adjusted for refunds, chargebacks and associated costs as permitted by the Seller Policy.