Returns & Refund Policy

Return Policy Overview

At iPlug.lk, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, you may be eligible for a return, exchange, or refund subject to the conditions outlined below.

Eligibility for Returns

You may initiate a return if any of the following apply:

• Item is defective or malfunctioning
• Item received is incorrect (wrong product, size, or colour)
• Item is damaged during shipping
• Item is unopened and in original condition (change of mind)

Non-Returnable Items

The following items cannot be returned or refunded:

• Items returned after 7 days from delivery
• Products with physical damage caused by misuse, drops, or accidents
• Water-damaged or liquid-damaged products
• Items without original packaging or missing accessories
• Screen protectors that have been applied or removed
• Personalised or custom-ordered items
• Software or digital products after download
• Products showing normal wear and tear

Refund Process

Once your returned item is received and inspected, refunds are processed as follows:

Refunds are issued to the original payment method used at checkout (card, PayHere, or bank transfer).

Exchange Policy

We offer exchanges for defective or incorrect items. If you prefer an exchange over a refund:

• Exchanges are processed after the returned item is received and inspected
• Shipping for the replacement item is free for defective or incorrect products
• If the replacement is out of stock, a full refund will be issued instead
• Exchange requests must be made within the 7-day return window

How to Initiate a Return

1. Contact Us — Email info@iplug.lk or send us a message on WhatsApp with your order number.
2. Describe the Issue — Provide details and attach clear photos if the item is defective or damaged.
3. Receive Approval — Our team will review your request and confirm whether the return is eligible.
4. Ship the Item — Send the product back to our address with all original packaging, accessories, and a copy of your order confirmation.
5. Inspection & Refund — Once received, we inspect the item within 2–3 business days and process your refund or replacement within 5–7 business days.

Return Shipping Address

Please send returns to the following address (after receiving return approval):

Order Cancellations

• Orders can be cancelled before they are shipped — no cancellation fee.
• Once shipped, cancellation is treated as a return (see return policy above).
• To cancel, please contact us immediately with your order number.

Damaged or Lost Shipments

• If your package arrives damaged, refuse delivery or take photos and notify us within 24 hours.
• If your package is lost in transit, we will initiate a trace with the courier and issue a full refund or replacement once confirmed.
• Claims for damaged or lost shipments must be reported within 48 hours of the expected delivery date.

Need Help?

If you have any questions about our Returns & Refund Policy, our support team is here to help.