Refund & Return Policy

UK Online Mart aims to provide high-quality, authentic products and reliable service. If there is an issue with your order, please contact us promptly so we can assist.

Contact for Returns

Email: ukonlinemart@yahoo.com / info@ukonlinemart.lk
Phone/WhatsApp: +44 7472197850
Working Hours: Monday – Sunday, 9:00 AM – 9:00 PM

Return Window

Return requests must be submitted within 7 days of delivery. We may request photos/videos as evidence to process the claim faster.

Eligible Returns (Accepted Reasons)

Returns may be accepted if:

• You received the wrong item(s)

• The item arrived damaged (leaked, broken, or visibly defective upon arrival)

• The item is missing from your order

• The item is expired at the time of delivery (where expiry dates apply)

Non-Returnable Items (Hygiene & Safety)

Due to hygiene and safety reasons, we generally cannot accept returns or exchanges for items that are:

• Opened, unsealed, used, or tampered with

• Missing original packaging, labels, seals, or accessories

• Returned without proof of purchase/order reference

• Bought on clearance/final sale (unless received damaged or incorrect)

Allergic Reactions & Skin Sensitivity

Individual reactions vary. We do not accept returns based solely on a change of mind, personal preference, scent preference, or individual allergic/skin reactions after use, especially if the product has been opened or used. We strongly recommend reading ingredients and performing a patch test before full use.

Damaged or Incorrect Items

If your item arrives damaged or incorrect, notify us within 48 hours of delivery with clear photos (outer box, inner packaging, and product). We will assess and may offer a replacement, store credit, or refund depending on availability and the issue.

How Refunds Are Processed

Once your claim is approved and (if required) the product is returned and inspected, we will process the refund to the original payment method or provide store credit, based on the case and method of payment. Processing time may vary depending on your bank/payment provider.

Return Shipping

If the return is due to our error (wrong item, missing item, verified damage on arrival), we may arrange or reimburse reasonable return shipping costs, subject to review. If the return is not due to our error, return shipping costs may be the customer’s responsibility.

Order Refusals & Undeliverable Parcels

If a parcel is returned to us due to incorrect address details, refusal of delivery, or repeated delivery failures, the customer may be responsible for re-delivery charges. Refunds for such cases may exclude shipping costs and any non-recoverable courier fees.

Exchanges

Exchanges are subject to stock availability and hygiene eligibility. If an exchange is not possible, we may offer an alternative resolution such as store credit or a refund where applicable.