Refund policy

Refund & Return Policy

Last Updated: November 2026

At SupplementShop.lk, customer satisfaction and product quality are our priorities. We are committed to providing 100% genuine products and a reliable shopping experience.

If you experience any issues with your order, please review our Refund & Return Policy below.

1. Return Eligibility

Customers may request a return within 7 days of receiving their order, subject to the following conditions:

  1. The product must be unopened, unused and in its original packaging.
  2. All original seals, labels and packaging must remain intact.
  3. The product must be in a resalable condition.
  4. Proof of purchase or a valid order confirmation must be provided.

Due to the nature of nutritional supplements and health-related products, we cannot accept returns of opened, used or tampered products for change-of-mind requests.

2. Damaged, Defective or Incorrect Products

If you receive a damaged, defective or incorrect product, please contact us within 48 hours of receiving your order.

To help us resolve the issue quickly, please provide:

  1. Your order number.
  2. Clear photographs or a video showing the issue.
  3. A brief description of the problem.

Once the issue has been verified, we will arrange an appropriate solution, which may include:

  1. A replacement product.
  2. An exchange for the correct product.
  3. A refund, where applicable.

Customers will not be charged additional delivery fees for verified incorrect, damaged or defective products.

3. Non-Returnable Items

For hygiene, safety and product-quality reasons, the following items are generally not eligible for return or exchange:

  1. Opened or partially used supplements.
  2. Products with broken or tampered safety seals.
  3. Products with damaged original packaging caused after delivery.
  4. Products returned without original packaging or proof of purchase.
  5. Products purchased under special promotional or clearance offers, unless they are defective, damaged or incorrectly supplied.

Nothing in this policy limits any rights customers may have under applicable consumer protection laws.

4. Refund Process

Once your return request has been reviewed and approved, we will notify you of the next steps.

Approved refunds will be processed using the original payment method wherever possible.

Refund processing times may vary depending on the payment provider or bank. Please allow approximately 5–10 business days after refund approval for the amount to be credited.

For Cash on Delivery (COD) orders, our team will contact you to arrange an appropriate refund method.

5. Exchanges and Replacements

If you receive an incorrect or defective product, we will assess the issue and arrange a suitable replacement or exchange, subject to stock availability.

If the original product is unavailable, we may offer an alternative solution or a refund.

6. Order Cancellation

Customers may request order cancellation before the order has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible. Customers should contact our customer service team as soon as possible if they wish to cancel an order.

7. Delivery Issues

If your order has not arrived within the expected delivery timeframe, please contact our customer service team.

We will coordinate with the relevant delivery partner to investigate and resolve the issue.

If an order is confirmed lost or undelivered, we will work with the customer to arrange an appropriate replacement or refund.

8. How to Request a Return or Refund

To request a return, exchange or refund, please contact our customer service team through our official website or WhatsApp.

Please include the following information:

  1. Full name.
  2. Order number.
  3. Contact number.
  4. Reason for the return or refund.
  5. Relevant photographs or videos, if applicable.

Our team will review your request and guide you through the process.

9. Contact Us

For any questions regarding returns, refunds or exchanges, please contact:

SupplementShop.lk

Website: https://supplementshop.lk/
E-Email: info@supplementshop.lk
WhatsApp: ‪+94 77 766 4884‬

Our customer service team is happy to assist you with your concerns.

Thank you for choosing SupplementShop.lk. We appreciate your trust and look forward to serving you!