Return Policy Page

Return and Refund Policy

Last updated: October 30, 2026

At iCart.LK, customer satisfaction is our highest commitment. We want you to be completely satisfied with every purchase. If your order arrives damaged, defective, or incorrect, our straightforward Return and Refund Policy is designed to make things right quickly.

1. Return Window

You may request a return or replacement within seven (7) calendar days from the date your package is marked as delivered by our delivery partner.

2. Eligibility Criteria for Returns

To qualify for a return or replacement, the item must meet at least one of the following conditions:

• Damaged on Arrival: The item was physically broken, cracked, or visibly damaged during transit.
• Defective or Malfunctioning: The product fails to operate in accordance with its manufacturer specifications or arrives DOA (Dead on Arrival).
• Incorrect Item Received: The product delivered does not match the model, color, variant, or specifications ordered.
• Missing Parts or Accessories: The package is missing documented components, charging cables, manuals, or standard box contents.

3. Condition of Returned Items

To ensure a swift return and refund process:

• The item must be in its original condition, unused, unwashed, and without customer-induced scratches, dents, or signs of wear.
• The product must be returned inside its original manufacturer packaging, including all retail boxes, protective inserts, barcode labels, and intact warranty seals.
• All original manuals, cables, warranty cards, and complimentary promotional items must be returned together with the main product.

4. Non-Returnable Products

For safety, hygiene, and copyright reasons, the following categories are strictly non-returnable unless defective on arrival:

• Intimate apparel, underwear, swimwear, and personal hygiene products.
• Perishable goods, consumables, packaged food, and health supplements with opened protective seals.
• Custom-made, personalized, or engraved products.
• Digital downloads, software licenses, gift cards, and vouchers.
• Clearance items explicitly marked as "Final Sale" or "As-Is".

5. How to Initiate a Return

Returning an item with iCart.LK is quick and hassle-free:

1. Contact Customer Care: Reach out within 7 days of delivery via WhatsApp/phone at +94 71 816 9267 or email support@icart.lk with your order number.
2. Share Verification Photos/Video: Provide clear photos or a short video showing the defect, transit damage, or incorrect item along with the shipping label.
3. Return Approval & Pickup: Upon review, our customer care team will approve the request and arrange a courier pickup from your delivery address or provide drop-off instructions.
4. Inspection & Resolution: Once received at our fulfillment center, the item is inspected within 48 hours, and your replacement or refund is promptly processed.

6. Return Shipping Costs

• If the return is due to a store error, transit damage, or factory defect, iCart.LK covers 100% of return shipping costs.
• For discretionary returns (e.g. customer change of mind where eligible), the customer is responsible for the actual courier return charges.

7. Refund Processing

Approved refunds are processed through the original method of payment:

• Card / Online Payments: Reversal is submitted immediately and typically reflects in your bank statement within 3 to 7 business days, depending on your card issuer.
• Cash on Delivery (COD) / Bank Transfer: Refunds are transferred directly to your nominated Sri Lankan bank account or credited immediately to your iCart wallet balance.

8. Need Help with a Return?

Our dedicated support team is here to assist you: