Refund Eligibility
A refund may be considered under the following conditions:
- The wrong product was supplied.
- The product was damaged or defective at the time of delivery.
- The product was unavailable after payment was made.
- A service was paid for but not delivered due to an issue from our side.
- A duplicate payment or incorrect payment was made.
Refund requests may not be accepted in the following situations:
- The product has already been opened or used.
- The product was damaged due to incorrect storage, handling, or misuse by the customer.
- The customer ordered the wrong product by mistake.
- The product was specially ordered or customized for the customer.
- The service has already been completed.
- The refund request is made after the allowed refund request period.
Refund Request Timeframe
Customers must submit refund requests within 7 days from the date of delivery or payment.
Requests received after this period may not be accepted unless approved by UPKEEP 247 LANKA (PVT) LTD.
How to Request a Refund
To request a refund, please contact us with the following details:
- Customer name
- Invoice number or order reference
- Product or service details
- Reason for the refund request
- Photos or proof, if the product is damaged or incorrect
- Payment proof, if required
Refund Review Process
Once we receive the refund request, our team will review the details and may contact the customer for additional information.
If the refund request is approved, the refund will be processed through the original payment method or another agreed method.
Refund Processing Time
Approved refunds will usually be processed within 7 to 14 working days.
The actual time taken for the refunded amount to appear in the customer’s account may depend on the bank, card provider, or payment gateway.
Non-Refundable Items and Services
The following items and services are generally non-refundable:
- Opened or used chemical products
- Products damaged after delivery
- Special-order products
- Customized products or solutions
- Completed consultancy services
- Completed staff training sessions
- Delivery charges, unless the issue was caused by us