Return & Refund Policy

Effective Date: 28, October 2015

This Return & Refund Policy outlines the principles and procedures governing product returns, cancellations, and refund requests made through AlaviExpress.LK, owned and operated by ZikZen Solutions (Pvt) Ltd. It applies to all transactions conducted on our website https://www.alaviexpress.lk and mobile application AlaviExpress.LK (collectively referred to as “the Platform”). By purchasing or engaging with any product or service through our Platform, you agree to comply with the terms set forth in this Policy.

Introduction

This Return & Refund Policy explains how ZikZen Solutions (Pvt) Ltd., operating the website and mobile application AlaviExpress.LK, manages returns and refunds for goods and services purchased through our Platform. By placing an order on AlaviExpress.LK, you acknowledge that you have read, understood, and agreed to this Policy.

AlaviExpress.LK operates as a multi-vendor marketplace, which means products are sold and fulfilled by independent vendors registered on our Platform. While we facilitate transactions and customer communication, the responsibility for product condition, packaging, and returns lies primarily with the respective vendor. However, we will assist customers in coordinating the return and refund process to ensure transparency and fairness.

Eligibility for Returns and Refunds

Customers are eligible to request a return or refund within three (3) calendar days from the date of product delivery. After this period, return requests cannot be accepted, except in cases of defective or wrongly delivered items subject to vendor discretion.

To qualify for a refund, the following conditions must be met:

The product must be returned in its original packaging, including any accessories, manuals, or promotional materials received.
The product must not have been used, installed, or damaged in any way.
The customer must provide a valid receipt or proof of purchase as issued through AlaviExpress.LK.

Products that do not meet these conditions will not be eligible for a refund. We strongly advise customers to inspect all items upon delivery and immediately report any discrepancies.

Items Not Eligible for Refund

Certain categories of items are strictly non-refundable. This includes:

Any product purchased on sale or under promotional discounts.
Perishable or consumable goods such as food, beverages, or hygiene products.
Digital goods, services, or subscriptions once activated or accessed.

Please note that all sale or clearance items are considered final sale and cannot be returned or refunded under any circumstance.

Process for Requesting a Return

To initiate a return, customers must first 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 connect you with the relevant vendor handling your product.

Since AlaviExpress.LK is a multi-vendor marketplace, customers are required to send the product directly to the vendor’s address, which will be provided after initial verification. We recommend using a reliable courier service and retaining shipment proof, as we are not responsible for items lost or damaged during transit.

Once the vendor receives the returned product and confirms that it meets the eligibility conditions, the refund will be processed through the original payment method or via bank transfer, depending on the payment channel used during purchase.

Refund Processing Time

Upon receipt and inspection of the returned item by the vendor, the refund process typically takes between 7 to 14 business days, depending on the vendor’s processing time and the customer’s payment provider. Customers who made payments through third-party gateways such as PayHere are subject to their respective refund processing policies.

We will notify the customer by email once the refund has been successfully initiated. Please note that refund timelines may vary based on bank or gateway procedures, and minor delays may occur during weekends or public holidays.

Exchanges

We do not offer product exchanges at this time. If you wish to obtain a different product, you must return the original item (if eligible) for a refund and place a new order through the Platform. This approach ensures inventory accuracy and vendor accountability across our multi-vendor ecosystem.

Damaged or Incorrect Products

If the product you received is defective, damaged, or significantly different from the item you ordered, please contact us immediately. You must submit clear photographs or video evidence showing the defect or mismatch within 48 hours of delivery.

After reviewing the claim, we will coordinate with the vendor to determine eligibility for a refund. In certain cases, the vendor may offer a partial refund or replacement at their discretion. Our decision, in consultation with the vendor, shall be considered final in such matters.

Shipping Costs for Returns

Unless otherwise agreed or specified by the vendor, customers are responsible for shipping costs when returning a product. If the return is due to a vendor’s error (for example, wrong or defective item), the vendor may choose to bear the cost of return shipping.

We advise customers to confirm return shipping terms before dispatching the product to avoid unnecessary expenses.

Vendor Responsibility

Each vendor registered on AlaviExpress.LK is independently responsible for ensuring that their products, packaging, and after-sales support meet acceptable standards. While AlaviExpress.LK facilitates communication between customers and vendors, we cannot be held liable for vendor negligence, misrepresentation, or delays in handling returns.

However, ZikZen Solutions (Pvt) Ltd. reserves the right to intervene in disputes where vendor practices violate platform policies or consumer protection laws in Sri Lanka.

Dispute Resolution

In case of disagreement or dispute regarding a return or refund decision, customers may submit a written complaint to Info@AlaviExpress.LK. Our support team will review the case, communicate with the involved vendor, and attempt to resolve the issue amicably.

If the dispute cannot be resolved through our internal process, the matter may be referred to the appropriate consumer protection authority under Sri Lankan law.

Amendments to This Policy

We reserve the right to update, modify, or revise this Return & Refund Policy at any time without prior notice. Any changes will be published on this page with an updated effective date. Users are encouraged to review this Policy periodically to stay informed about our return and refund procedures.

Contact Us

For any inquiries, clarifications, or complaints related to this Return & Refund Policy, please contact us at:

Email: Info@AlaviExpress.LK
Contact Page: https://www.alaviexpress.lk/contact-us/