Effective Date: 27 August 2026 Website: https://ceyloone.com/ Business: Ceylo One (Pvt) Ltd
At Ceylo One, we take care to prepare and package our scented candles carefully. If you receive a product that is damaged, defective or incorrect, please contact us so that we can review and resolve the matter. This Policy applies to purchases made through https://ceyloone.com/.
1. Order Cancellation
Customers may request cancellation of an order by contacting Ceylo One as soon as possible after placing the order. Cancellation requests should include:
Order number
Customer name
Telephone number
Reason for cancellation
If the order has not yet been processed or dispatched, we will make reasonable efforts to cancel it. Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure. Nothing in this Policy is intended to remove or restrict any mandatory consumer rights available under applicable Sri Lankan law.
2. Returns
We generally accept returns where:
The product received is damaged;
The product is defective;
The wrong product was supplied; or
The product materially differs from the product ordered.
Where a return is approved, the product should generally be returned in its original condition and packaging. For hygiene, safety and product-quality reasons, used, burned, altered or damaged products caused by customer misuse may not be eligible for return.
3. Damaged Products
If your candle arrives damaged, please contact us as soon as reasonably possible after delivery. Please provide:
Order number
Photographs of the damaged product
Photographs of the packaging
A description of the issue
We may request additional information to assess the claim. Where the damage occurred during delivery, we may coordinate with the relevant courier or delivery provider.
4. Incorrect Products
If you receive a product different from the product ordered, please contact us as soon as possible. After verification, we may arrange:
Replacement of the correct product; or
A refund, where appropriate.
5. Defective Products
If you believe a candle has a manufacturing defect, contact us with details of the issue.. We may request photographs or other information to assess the product. If the product is determined to be defective and eligible for a remedy, we may provide a replacement or refund, subject to applicable law.
6. Change-of-Mind Returns
For unopened and unused products, Ceylo One may consider a return request made within 7 days of delivery, subject to the following:
The product must be unused;
The candle must not have been burned or altered;
The original packaging should be retained;
The product must be in resalable condition; and
The return must be approved by Ceylo One before shipment.
Return shipping costs for a change-of-mind return may be the responsibility of the customer unless otherwise required by law.
7. Non-Returnable Situations
A return may not be accepted where:
The candle has been used or burned;
The product has been intentionally damaged;
Damage resulted from improper storage, handling or use;
The product was modified by the customer;
The product is returned without prior approval; or
The return does not comply with applicable return requirements.
These exclusions do not apply to any non-excludable consumer rights under Sri Lankan law.
8. Refunds
Once a return or refund request has been approved, the refund will normally be processed using the original payment method where reasonably possible. The time taken for the funds to appear in the customer’s account may depend on the relevant bank or payment service provider. Where a product is confirmed as defective, damaged or incorrectly supplied, Ceylo One will determine the appropriate remedy in accordance with applicable law.
9. Delivery Charges
Original delivery charges may be non-refundable for change-of-mind cancellations or returns, unless otherwise required by applicable law. Where the product is confirmed to have been incorrectly supplied, defective or damaged on arrival, Ceylo One may provide an appropriate remedy, including reimbursement of reasonable delivery or return costs where applicable.
10. Refund Delays
If an approved refund has not appeared within the expected processing period, customers should first contact their bank or payment provider. If the issue remains unresolved, please contact Ceylo One with the order number and refund details.
11. How to Request a Return or Refund
Please contact: Email: info@ceyloone.com Telephone: +94 70 123 4567 Website: https://ceyloone.com/ Please provide your order number, customer name, contact number and details of the issue.
12. Consumer Rights
This Policy is intended to operate alongside applicable Sri Lankan consumer protection laws and regulations. The Consumer Affairs Authority Act No. 9 of 2003 provides the statutory framework for protecting consumer interests in Sri Lanka. Sri Lankan e-commerce requirements also address cancellation, return, exchange, refund, warranty and related consumer information. Nothing in this Policy limits a consumer right that cannot lawfully be excluded or restricted.
13. Changes to This Policy
Ceylo One may update this Policy from time to time. The latest version will be published on the Website. Last Updated: 27 August 2026
