Return & Refund Policy
Effective Date: 01 January 2026
Last Updated: 01 January 2026
This Return & Refund Policy describes the rules and procedures applicable to purchases made through AlaviExpress.LK, owned and operated by ZikZen Solutions (Pvt) Ltd. This Policy applies to transactions conducted via https://www.alaviexpress.lk and related digital interfaces (collectively referred to as the “Platform”). By placing an order or using our services, you agree to the terms outlined in this Policy.
Introduction
This Policy explains how ZikZen Solutions (Pvt) Ltd manages returns, cancellations, and refunds for products and services sold directly through AlaviExpress.LK. All products, services, and promotional offerings available on the Platform are provided by ZikZen Solutions (Pvt) Ltd, and all return and refund decisions are handled by the company.
Delivery Period (Estimated)
We make reasonable efforts to deliver orders within the estimated timeframe displayed on the product page, checkout page, or order confirmation message. Delivery timelines are estimates and may vary depending on location, courier performance, stock availability, weather conditions, public holidays, or other factors beyond our control.
Eligibility for Returns and Refunds
Customers may request a return or refund within three (3) calendar days from the date of delivery for eligible physical products. Requests submitted after this period may not be accepted unless the item is defective, damaged, or incorrectly delivered.
To be eligible for a return or refund:
- The product must be unused and returned in its original packaging with all included accessories.
- The product must not be altered, installed, or damaged, except where the return is due to a confirmed defect or damage upon delivery.
- Valid proof of purchase issued by AlaviExpress.LK must be provided.
Customers are encouraged to inspect products immediately upon delivery and report any issues promptly.
Items Not Eligible for Refund
The following items are generally non-refundable unless required by applicable law or unless the item is defective, damaged, or incorrectly delivered:
- Perishable or consumable goods and hygiene-related items once opened.
- Digital products, online services, subscriptions, or downloadable content once accessed or activated.
- Customized or personalized items made to specific customer requirements.
Items purchased under promotions or discounts are not eligible for change-of-mind returns but may be eligible for refunds if defective or incorrect.
Order Cancellations
Order cancellations may be requested only if the order has not been dispatched or marked as processing. Once an order has been dispatched, cancellation is not possible and the return process (if eligible) must be followed.
Return Request Process
To initiate a return or refund request, customers must contact our support team at Info@AlaviExpress.LK or through our Contact Us page at https://www.alaviexpress.lk/contact-us/.
Our team will verify the order details and provide instructions for returning the product. Customers are advised to use a reliable courier service and retain shipment proof. We are not responsible for items lost or damaged during return transit when shipped by the customer.
Damaged, Defective, or Incorrect Products
If you receive a product that is damaged, defective, or significantly different from what you ordered, you must notify us within 48 hours of delivery and provide clear photographic or video evidence. After review, we will determine whether a refund, replacement, or alternative resolution is appropriate.
Refund Method
Approved refunds are generally issued to the original payment method used for the purchase:
- Online payments: Refunds are processed through the same payment gateway where possible.
- Bank transfer: Refunds may be issued to a verified bank account provided by the customer.
- Cash on Delivery (COD): Refunds may be processed via bank transfer or another agreed method.
We do not charge refund fees. Original delivery or shipping charges may not be refundable unless the return is due to a confirmed defect or incorrect item supplied by us.
Refund Processing Time
Once the returned item is received and inspected, refunds are typically initiated within 7 to 14 business days. Additional time may be required for the refunded amount to reflect in your account depending on your bank or payment provider.
Exchanges
Product exchanges are not guaranteed. Customers may return an eligible item for a refund and place a new order. In some cases, a replacement may be offered for defective or incorrect items, subject to availability.
Return Shipping Costs
Customers are generally responsible for return shipping costs unless the return is due to a confirmed defect, damage, or incorrect item supplied by us.
Dispute Resolution
If a dispute arises regarding a return or refund decision, customers may submit a written complaint to Info@AlaviExpress.LK. We will review the matter in good faith and attempt to resolve it in accordance with applicable consumer protection laws of Sri Lanka.
Amendments to This Policy
We reserve the right to update or revise this Return & Refund Policy at any time. Any changes will be published on this page with an updated effective date. Continued use of the Platform constitutes acceptance of the revised Policy.
Contact Us
For questions or concerns regarding this Return & Refund Policy, please contact us at:
Email: Info@AlaviExpress.LK
Contact Page: https://www.alaviexpress.lk/contact-us/