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Refund policy

RETURNS

1. Products once delivered can be exchanged or returned within 5 days post-delivery, only if the delivered products are defective or damaged.

2. We will be unable to process returns in the following cases:

  • Returned without original packaging including price tags, labels, original packing, freebies and other accessories or if original packaging is damaged

  • Product is damaged due to misuse/mishandling

  • Product is used or altered by customer

  • If request is initiated after 5 business days from date of delivery

3. If product is eligible for return, kindly Call us on our toll-free number 1323, or message us on whatsapp 077 388 3355, or email us at consumercare.usl@unilever.com to initiate a return for the order which has already been shipped or delivered. We will initiate a return pick-up according to the Return Policy and refund the order value once the product is received back and verified.

4. Pick-up of the product will be done within 7 days of the shopper raising a return request. Please keep the product ready and our delivery partner will arrive for pick-up with necessary documentation.    

REFUNDS PROCESS FOR RETURNS

1. In case of cancellation before delivery, we will initiate the refund within 48 business hours after receiving the cancellation request. It will take 7-14 days for the refund to reflect in the your bank account.

2. In case of cancellation request for orders already delivered, Unilever will arrange a return pickup. The refund will be initiated after the product is delivered back to our warehouse/ the relevant location and based on the quality of the product/s. Within 7-10 business days from the receipt of the cancelation, you will receive the refund via the initial method of payment used to place the order. For COD orders, our team will contact you to collect your preferred method of payment a bank transfer to your account or obtaining the refund value as a gift card of ustore.lk.

3. If you requested to cancel an order where you have used a Ustore promotional coupon codes, such coupons will not be reactivated or be exchangeable for cash value.
4. You can opt for a product replacement, instead of a refund. uStore.lk will accommodate such requests subject to the availability of the product.

 

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