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Refund & Cancellation

Refund & Cancellation Policy

How to cancel an order, and when and how refunds are paid.

Last updated 10 October 2026 2 min read Written for customers in Sri Lanka
Simple and fair

Cancellations and refunds, made clear

Changed your mind or something went wrong? Here is exactly what happens next.

Start a returnContact us
Cancel freeBefore we pack
No change of mindOur mistakes only
24-hour reportWrong or damaged items
Refund startedWithin 7 working days
01

Cancelling your order

Contact us as soon as possible with your order number by email (contact@saifstore.com) or our live chat.

  • Before we pack it: we cancel it free of charge and refund anything you have paid.
  • After it is packed or dispatched: it can no longer be cancelled. Once it arrives, you can use our Returns & Exchanges process.
02

When we cancel an order

We may cancel an order if an item is out of stock, a bank transfer is not received within 3 days, a price was clearly wrong, delivery to the address is not possible, or we suspect fraud. We will tell you, and anything you have paid will be refunded in full.

03

When you get a refund

  • You cancelled before we packed the order.
  • You received a wrong, damaged or faulty item.
  • An item you paid for turned out to be unavailable.
  • You were charged twice or overpaid.
04

No change-of-mind returns

  • We do not accept returns or exchanges because you changed your mind or no longer need an item.
  • Please check the size, colour, age range and product details before you order. If you are not sure, message us first and we will help.
  • Wrong, damaged or faulty items are always handled, as long as you tell us within 24 hours of delivery (see below).
Please check your parcel on the day it arrives and keep the packaging until you are happy with everything.
05

Wrong, damaged or faulty items

Please tell us within 24 hours of delivery, with photos of the item and the packaging. We will arrange a replacement, an exchange or a refund, and we cover the return delivery cost.

If a manufacturing fault shows up later, contact us too. We will help under the manufacturer’s warranty, where there is one, and under consumer law.

06

How refunds are paid

  • Where possible, we refund to the way you paid. For bank transfers, we refund to your Sri Lankan bank account and will ask you for the account details by email.
  • We start an approved refund within 7 working days.
  • Your bank may need a few more days before the money shows in your account.
07

What is refunded

  • The price you paid for the item.
  • The delivery charge, if you cancelled before we packed the order or if the problem was our mistake.
08

Exchanges

If we sent the wrong size, colour or variant, or the item is damaged or faulty, we can exchange it for the right one. Exchanges depend on stock. If it is not available, we will refund you instead. We do not exchange items because you changed your mind.

09

Your legal rights

This policy is in addition to your rights under the Consumer Affairs Authority Act No. 9 of 2003 and does not take any of them away.

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Returns & ExchangesStart or track a returnShipping PolicyWhere and how we deliverTerms & ConditionsThe rules for using Saifstore.comContact UsEmail, live chat or call us
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