DRAFT for legal review. Not yet in force.
Returns and Refunds
Every product on Athkai is sold by an independent seller, who handles returns and refunds. This policy sets the minimum every seller must offer. Sellers may offer more.
1. The 7-day minimum
If your order is:
- the wrong item,
- damaged, or
- clearly different from the description or photos,
tell the seller within 7 days of delivery. The seller must then, at no extra cost to you:
- send a replacement, or repair the item, or
- give you a full refund, including the delivery fee you paid.
If the item must come back, the seller pays for the return delivery and tells you how to send it. [CONFIRM: who pays return courier costs, and how the item is collected]
2. Orders that do not arrive
If your order has not arrived [7] days after the seller marked it as shipped (or after the expected date for made-to-order items), report it. The seller must find the parcel, send it again, or refund you in full.
3. Changing your mind
Returns because you changed your mind are up to each seller. Please ask the seller before you order if this matters to you. Made-to-order and personalised items usually cannot be returned for a change of mind, but the 7-day minimum above still applies if they are wrong or damaged.
4. How refunds are paid
- The seller pays refunds directly to you, usually by bank transfer, within [7] days of agreeing to the refund.
- Athkai never holds your money, so Athkai cannot pay refunds itself.
- For cash on delivery orders, you can refuse a parcel that is clearly damaged when it arrives.
5. How to report a problem
- Open your private order link (from the order page or your email).
- Tap Report a problem, choose what went wrong and describe it. Photos can be sent to the seller on WhatsApp.
- The seller replies on your order page. You will also get an email if you gave one.
Athkai can see every report. If a seller does not respond or does not follow this policy, Athkai may contact them, hide their products or suspend their shop.
6. Your legal rights
This policy does not take away any rights you have under Sri Lankan law, including the Consumer Affairs Authority Act, No. 9 of 2003.
Last updated: November 5, 2026