Returns & Refunds Policy
Simple • Transparent • Customer Friendly
MySouq.lk Policy
At MySouq.lk, customer satisfaction is our priority. If you are not fully satisfied with your purchase, we are here to help with an easy return and refund process.
1. Return Eligibility
- Item delivered damaged or defective
- Wrong item received
- Product significantly different from description
Return request must be within 3 days.
Items must be unused, in original packaging with all accessories.
2. Non-Returnable Items
- Used or damaged by customer
- Opened personal care items
- Hygiene products
- Discounted / clearance items
3. Return Process
- Contact us via WhatsApp or email
- Provide Order Number + product photos
- We respond within 1–2 working days
Do not send items without approval.
4. Refund Policy
- Processed within 3–7 working days
- Refund via original payment method
- Delivery charges non-refundable (unless our fault)
5. Exchange Policy
Exchanges are available only for damaged or incorrect items (subject to stock).
6. Shipping Costs
- We cover shipping for damaged/wrong items
- Customer pays for preference returns
7. Order Cancellation
Orders can be cancelled before dispatch. Once shipped, cancellation is not possible.
8. Contact Us
WhatsApp: 0771287939
Email: info@mysouq.lk
Website: www.mysouq.lk