Kiwis.lk Return & Refund Policy

1. Inspect on Delivery

• Please inspect all orders immediately upon delivery, in the presence of our rider.
• If items are damaged, opened, or incorrect, please refuse delivery and inform our rider.
• Then contact us within 48 hours to lodge a complaint.

2. How to Lodge a Complaint

• Hotline: +94 70 210 7171
• Email: support@kiwis.lk
• Include your order number, product details, issue description, plus photos/videos. We’ll provide a **Complaint ID**.

3. Return & Exchange Guidelines

Item Type	Time Frame	Conditions
Skincare, Beauty & Supplements	Within 7 days	Sealed, unused, in original packaging. Eligible for refund/exchange only if defective, damaged, or allergy reported within window.
Change of Mind	Within 7 days	Exchange only (no refunds). Return shipping by customer. Item must be sealed and resalable.
Electronics / Devices	Within warranty period	Defects only. Requires proof of purchase and warranty card.
Allergy Reactions	First 48 hours	Provide documentation/photos. We offer refund or exchange.

4. Returns & Refunds Process

1. Approval & Return Label: We’ll email return instructions and label if approved.
2. Return Shipping: Covered by Kiwis.lk when it’s our error; otherwise by the customer.
3. Inspection: Completed within 3–5 business days of receipt.
4. Refund Issuance: Refunded to the original method within 14 days post-inspection.
5. Exchange: We’ll send the same item (if available), else offer an alternate or refund.

5. Non‑Returnable Items

• Opened, used, altered, or not in original condition
• Hygiene items and supplements, unless defective
• Custom or personalized items, gift cards

6. Warranty Information

• Requires purchase proof and warranty card.
• Damage from misuse/accidents is not covered.

7. Policy Changes

This policy is effective at the time of your order and may be updated without notice.