Returns & Refunds Policy
At Ceyglow Sri Lanka, your satisfaction is our priority. Since we deal with personal care and beauty products, we maintain a strict hygiene policy to protect all our customers. Please read our guidelines below:
1. Eligibility for Returns
We accept returns only under the following circumstances:
Damaged or Defective Items: The product arrived broken or leaked during transit.
Incorrect Product: You received a different product than the one you ordered.
Expired Products: In the unlikely event that you receive a product past its expiry date.
Condition for Return: To be eligible, the item must be unopened, unused, and in its original packaging with all seals intact.
2. The Unboxing Video Requirement (Mandatory)
To ensure a fair process, we require a continuous unboxing video as evidence for any claim regarding damage or missing items.
The video must start before the package is opened.
The shipping label must be clearly visible.
The video must be unedited and show the discovery of the damage/error.
Note: Without a clear unboxing video, Ceyglow reserves the right to refuse any return or refund request.
3. Non-Returnable Items
Due to hygiene and safety reasons, we cannot accept returns or offer refunds for:
Products that have been opened or the seal has been broken.
Products that have been used.
"Change of heart" returns (e.g., you decided you no longer want the item after it has been shipped).
4. How to Initiate a Return
If you meet the eligibility criteria, please contact us within 24 hours of receiving your package:
WhatsApp: 074 022 0182
Email: shop@ceyglow.lk Please provide your Order Number and attach the Unboxing Video.
5. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
Approved Refunds: If approved, your refund will be processed via Bank Transfer within 5-7 business days.
Shipping Costs: Please note that original shipping charges are non-refundable.
6. Exchanges
We only replace items if they are defective, damaged, or incorrectly sent. If you need to exchange it for the same item, please message us on WhatsApp.
7. Incorrect Shipping Address
Ceyglow is not responsible for refunds or replacements if a parcel is delivered to an incorrect address or returned to us due to inaccurate information provided by the customer at checkout.
