Return, Refund & Cancellation Policy
How returns, cancellations and refunds work for orders placed on maxdealz.lk.
1. Purpose and legal basis
1.1 This Policy explains when and how a customer of maxdealz.lk ("maxdealz," "we," "us," "the Platform") may return a product, cancel an order, or receive a refund, and sets out the obligations of Sellers who list and fulfil orders through the Platform.
1.2 This Policy is issued with reference to the Consumer Affairs Authority Act, No. 9 of 2003, Consumer Affairs Authority Direction No. 91 (Gazette No. 2332/15 of 17 May 2023), the Sale of Goods Ordinance, No. 11 of 1896, and general principles of Sri Lankan contract law.
1.3 Sri Lankan law does not impose a general, fixed-number-of-days "change of mind" cooling-off right for ordinary online purchases. The change-of-mind window in section 4 below is a policy maxdealz has chosen to offer, not a legal minimum. Your rights for faulty, damaged or misdescribed goods (section 3) are separate, are guaranteed by law, and cannot be taken away by anything in this Policy.
2. Definitions
"Buyer" — a registered or guest user who places an order. "Seller" — a business or individual approved to list products on the Platform. "Order" — a confirmed purchase through checkout. "Gateway" — the licensed payment provider (PayHere or Stripe) that processes your payment.
3. Faulty, damaged, incorrect, incomplete or counterfeit products
3.1 You're entitled to a repair, replacement, or refund where a delivered product: (a) is materially damaged or defective on arrival; (b) doesn't match its listing description, images, or specification in a material respect; (c) is missing parts or accessories shown as included; (d) is a different product from the one ordered; or (e) is reasonably suspected to be counterfeit or not genuine.
3.2 Raise a claim under 3.1 within 7 calendar days of delivery, with the evidence described in section 11. We may extend this for a latent defect you couldn't reasonably have spotted on receipt.
3.3 Where a product is reasonably suspected to be counterfeit, we may suspend the listing and Seller account pending investigation, in addition to any refund due to you, and may report the matter to the rights holder, the Consumer Affairs Authority, or Sri Lanka Police.
3.4 This section reflects your statutory rights and cannot be waived, limited, or excluded by any other term of this Policy or a Seller's own listing terms.
4. Change-of-mind returns
4.1 Subject to section 5, we allow a change-of-mind return within 7 calendar days of delivery where the item is unused, unworn, in its original condition, and in its original packaging with all tags and accessories intact.
4.2 Change-of-mind returns are subject to: (a) return shipping paid by you, unless the listing says otherwise; (b) no restocking fee is currently charged; and (c) the product passing a quality check on return before a refund is issued.
4.3 A Seller may offer more generous terms on a specific listing — the terms shown on the product page at the time of purchase apply where more favourable to you.
5. Non-returnable and excluded products
5.1 Change-of-mind returns (section 4) don't apply to: (a) perishable goods (food, fresh produce, flowers); (b) personal care, cosmetic, or hygiene products with a broken seal; (c) made-to-order, customised, or personalised items; (d) digital products, licence keys, gift cards, and downloadable content once accessed or delivered (section 6); (e) intimate apparel, for hygiene reasons; (f) items marked "final sale" or "clearance"; and (g) gemstones and jewellery where a certificate-of-authenticity seal has been removed, unless the claim falls under section 3.
5.2 Your statutory rights under section 3 apply regardless of this list.
6. Digital products and services
6.1 Digital products (software licences, e-vouchers, digital content, bookable services) are non-refundable once delivered or the service has commenced, except where the digital product wasn't delivered at all, is materially defective or doesn't match its description, or infringes a third party's rights so you can't lawfully use it.
6.2 A booked service cancelled before it's rendered follows the Seller's own cancellation terms shown at checkout.
7. Delivery failures and delays
7.1 If delivery is significantly delayed beyond the estimate shown at checkout, you may request an updated estimate or, if the delay exceeds 14 calendar days past that estimate, cancel for a full refund, provided the item hasn't already been dispatched for final-mile delivery.
7.2 If a delivery is confirmed lost by the courier and can't be traced, we'll facilitate a replacement or full refund once the courier's investigation concludes.
7.3 We're not responsible for delays caused by an incorrect delivery address you supplied, your unavailability to receive delivery after reasonable attempts, or the events in section 15 (force majeure).
8. Seller obligations
8.1 Every Seller must accept and process eligible returns within these timelines, issue or authorise refunds promptly, keep listing information accurate, package goods for safe transit, and cooperate with our dispute process (section 14).
8.2 A Seller who repeatedly fails to honour valid returns may have listings or their account suspended or terminated.
8.3 Where we refund you on a Seller's behalf, we may recover that amount from the Seller's current or future payouts.
9. Buyer responsibilities
9.1 Inspect goods promptly on delivery and report issues within the timelines above; return goods in the condition required by 4.1; give accurate delivery and contact information; and cooperate honestly with any investigation.
9.2 You're responsible for any diminished value from handling beyond what's reasonably necessary to inspect a returned item, which may be deducted from your refund.
10. Refund processing and payment-gateway limitations
10.1 Approved refunds go to your original payment method. Cash-on-delivery orders are refunded by bank transfer to an account you nominate.
10.2 Refunds typically take 5–14 business days once approved, depending on your bank or card issuer — this part is outside our control once we've submitted the refund correctly.
10.3 A non-recoverable Gateway processing or currency-conversion fee isn't part of the refundable amount, where applicable, and this will be shown at checkout.
10.4 We may refund via an alternative method (e.g., store credit or bank transfer) with your consent, where your original payment method can no longer receive funds.
11. Evidence we may ask for
11.1 To support a claim under sections 3, 4, or 7, we or the Seller may ask for: clear photos or a short video of the product and packaging showing the issue; your Order number and tracking number; the original packaging, tags and accessories for a physical return; and any other evidence reasonably needed to assess the claim.
11.2 A claim may be declined if requested evidence isn't provided within about 5 business days, or contradicts the claim made.
12. How long resolution takes
12.1 We'll acknowledge a request within 2 business days and aim to decide within 5 business days of receiving all evidence and, where applicable, the returned item.
12.2 An approved refund is sent to the Gateway within 3 business days, subject to section 10.2 for onward processing time.
13. Fraudulent, abusive, or repeated claims
13.1 We may decline a claim, ask for more verification, or suspend an account where we reasonably suspect false or altered evidence, "wardrobing" (using and returning goods to get free use), a pattern of excessive returns, or Buyer–Seller collusion to extract fraudulent refunds.
13.2 We may report suspected payment fraud to the Gateway, the relevant bank, or law enforcement, and may hold a refund pending that investigation.
13.3 This doesn't affect your rights under section 3 where a claim is genuine.
14. Disputes between Buyers and Sellers
14.1 If you and a Seller can't agree on a return or refund, either of you can ask our Trust & Safety team to review the evidence and decide. This is an internal resolution step and doesn't limit your right to also contact the Consumer Affairs Authority or a court.
14.2 We act as a neutral marketplace facilitator in resolving disputes; this doesn't make us a party to the Seller's contract with you, except where we've agreed to refund you directly (section 8.3).
15. Force majeure
15.1 Neither maxdealz nor a Seller is liable for a delay or failure caused by circumstances beyond reasonable control — natural disasters, extreme weather, fire, pandemic measures, strikes, war, civil unrest, fuel/import restrictions, courier network failures, national power or internet outages, or government action.
15.2 Where this lasts more than 30 days and prevents fulfilment, you may cancel for a full refund of the undelivered portion.
16. What we're not responsible for
16.1 Without limiting your rights under section 3, we're not responsible for a Seller's listing accuracy beyond what we can reasonably verify; damage occurring after you've accepted delivery in good condition; your change of mind after the section 4 window; your own misuse or unauthorised modification of a product; or indirect/consequential losses (section 17), except where excluding them would be unlawful.
17. Limitation of liability
17.1 Nothing here excludes liability that can't lawfully be excluded, including for death or personal injury caused by negligence, fraud, or your rights under section 3.
17.2 Subject to 17.1, our aggregate liability to you arising from an Order is limited to the amount you paid for that Order, and we're not liable for indirect or consequential loss such as loss of profit, data, or opportunity.
17.3 Nothing in this Policy limits your statutory rights under the Consumer Affairs Authority Act or the Sale of Goods Ordinance, to the extent those rights can't lawfully be excluded.
18. Changes to this Policy
18.1 We may update this Policy from time to time. The version in effect when you place an Order governs that Order, except where a change is required by law, in which case it applies immediately.
19. Contact us
For a return, refund, or cancellation request, use the "Order Help" option in your order history or email hello@maxdealz.lk. For unresolved complaints, you may also contact the Consumer Affairs Authority of Sri Lanka.