Return Eligibility
Products may be eligible for return only under the following conditions:
- The wrong product was supplied.
- The product was damaged at the time of delivery.
- The product is defective.
- The product received is different from the confirmed order.
- The product is unopened, unused, and in its original packaging.
Return Window
Customers must request a return within 7 days from the date of delivery.
Return requests made after 7 days may not be accepted unless approved by UPKEEP 247 LANKA (PVT) LTD.
Conditions for Returns
To be eligible for a return:
- The product must be unused.
- The product must not be opened or tampered with.
- The original packaging, labels, and seals must be available.
- The customer must provide the invoice or proof of purchase.
- The product must be returned in the same condition as it was delivered.
Products that have been opened, used, mixed with other chemicals, incorrectly stored, or damaged after delivery will not be accepted for return.
How to Request a Return
To request a return, please provide the following details:
- Customer name
- Invoice number or order reference
- Product or service details
- Reason for the return request
- Photos or proof, if the product is damaged or incorrect
- Payment proof, if required
Return Shipping / Transport Costs
Return shipping or transport costs must be paid by the customer, unless the return is due to our error, wrong product, damaged product, or defective product. If the issue was caused by UPKEEP 247 LANKA (PVT) LTD, we will arrange or reimburse reasonable return delivery costs.
Non-Returnable Products
The following products may not be accepted for return:
- Opened cleaning chemicals
- Used products
- Products without original labels or packaging
- Products damaged due to customer handling
- Special-order products
- Customized products or solutions
- Products stored incorrectly after delivery
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