Last Updated: 21.10.2026
At SriPujalay, we want every order to reach you safely and as described on our website.
If you receive a damaged, defective or incorrect product, please contact us promptly so that we can review the issue and assist you.
Order Cancellation
You may request cancellation of your order before it is dispatched.
Please contact us as soon as possible after placing your order. Once an order has been processed for dispatch or handed over to the courier, cancellation may no longer be possible.
If an eligible cancellation is approved, the applicable refund will be processed according to this policy.
Eligible Return or Replacement Situations
A return or replacement may be considered when:
- You receive a product that is different from the product you ordered.
- The product arrives damaged due to transit.
- The product has a manufacturing defect that was present when received.
- The product is otherwise covered by a specific return condition stated on its product page.
All return or replacement requests are subject to verification.
Reporting a Problem
If you receive a damaged, defective or incorrect product, please contact us as soon as possible after delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the outer packaging
- Video or other evidence where requested by our support team
For damage claims, we strongly recommend recording an unboxing video when opening the package. This can help us assess whether damage occurred during transit.
Product Condition for Returns
Where a return is approved, the product should generally be:
- Unused
- In its original condition
- In its original packaging where applicable
- Accompanied by relevant accessories, tags or documentation where applicable
Products that have been used, altered, damaged after delivery or returned without required components may not qualify for a return or replacement.
Products That May Not Be Returnable
Certain products may not be eligible for return because of their nature.
This may include products that are:
- Used or opened
- Personal or hygiene-related
- Consumable
- Customised or personalised
- Made specifically according to a customer’s request
- Clearly identified as non-returnable on the product page
The applicable return conditions will be communicated on the relevant product page where necessary.
Return Approval
Please do not send a product back without first contacting SriPujalay and receiving return instructions.
Once we receive the required information, our team will review the request and let you know whether the return, replacement or refund is approved.
Refunds
If a refund is approved, the eligible refund amount will be processed according to the applicable circumstances and payment method.
Refunds will generally be made to the original payment method used for the order, unless another method is agreed or required.
The time taken for the refund to appear in your account may depend on the payment provider or bank.
Shipping Charges
Whether original or return shipping charges are refundable depends on the reason for the return and the applicable circumstances.
Where the issue is attributable to SriPujalay, such as an incorrect product being sent, we will review the applicable shipping costs accordingly.
For other approved returns, applicable shipping or handling costs may be deducted where permitted.
Exchange or Replacement
Where appropriate and subject to product availability, SriPujalay may offer a replacement instead of a refund.
If the same product is unavailable, an alternative resolution may be offered.
Failed Delivery and Return to Origin
An order may be returned to us by the courier if delivery cannot be completed because of circumstances such as:
- Incorrect or incomplete delivery address
- Repeated failed delivery attempts
- Refusal to accept the parcel
- Unavailability of the recipient
- Failure to respond to courier communication
If an order is returned to origin, any refund or re-shipment will be handled according to the circumstances and applicable shipping costs.
Contact Us
For return, refund or cancellation assistance, please contact us through our Contact Us page.
Please keep your order number available when contacting us.