Returns policy

We sell cash on delivery, which gives you something most shops cannot: the parcel is in your hands before a rupee leaves them. Use that. Almost every returns dispute in Sri Lanka starts with a parcel that was paid for, carried inside and opened three days later.

Last updated 15 September 2026. This policy applies to orders placed on or after that date.

1. Check the parcel before you pay

Our rider or courier will wait while you look at the outside of the parcel and confirm the item is the one you ordered. You are entitled to do this and we expect you to.

• Outer packaging torn, crushed, wet, re-taped or already open - refuse the parcel. Do not pay. Call us the same day and we will send a replacement at our cost.
• Obviously the wrong product, or the wrong number of parcels - refuse it. Same result.
• You accept and pay - you are confirming the parcel arrived sealed and externally sound. After that, a claim for external transit damage needs the evidence in section 7, and we will weigh it against the fact that the parcel was accepted.

2. The claim window

Windows run from the moment of delivery, not from when the parcel was opened and not from when you got round to it. A claim raised after its window closes is out of time, and we are not obliged to consider it.

3. What we accept

We will put it right, at our cost, when:

1. the item reached you damaged and you told us within 24 hours;
2. we sent the wrong product, the wrong colour, the wrong size or the wrong quantity;
3. part of the order is missing from the parcel;
4. the item is dead on arrival, or develops a genuine manufacturing fault within 7 days of delivery;
5. the item is materially different from its description on this site - a different model, a different capacity, a different material, a stated feature that does not exist. Not a shade of colour, and not a centimetre.

4. What we do not accept

These are not faults, and they are not returns. This is the ordinary position of Sri Lankan online retailers and it is the position here:

• Change of mind. "I don't like it", "it doesn't suit me", "I no longer need it".
• You ordered the wrong size, colour or model. Sizes and specifications are on every product page; measure before you order, and ask us first if you are unsure.
• You found it cheaper elsewhere, or our own price dropped after you bought.
• Colour looks different on screen. Phone and monitor calibration varies. Photographs are a fair representation, not a colour match.
• Small dimension or weight differences. Allow ±2 cm on garment measurements and ±5% on stated weights and volumes.
• Damage after delivery. Dropped, spilled on, over-loaded, washed against the care label, exposed to water, opened with a blade through the box.
• Misuse, neglect, accident, or use outside the instructions - including running an appliance on the wrong voltage, or without the stabiliser the manufacturer specifies.
• Repairs, modifications or servicing by anyone other than us or the brand's authorised service centre. This voids the claim outright.
• Normal wear - fading, pilling, sole wear, battery capacity declining with cycles, consumables running out.
• Missing serial number, warranty sticker or security seal, or one that has been tampered with.
• Installation costs, lost time, lost earnings or any other consequential loss. Our responsibility is the item itself.

5. Items that can never be returned

For hygiene, safety and resale reasons these are final sale once delivered, unless the item itself arrived damaged or is the wrong product:

• Innerwear, lingerie, socks, stockings, swimwear and any body-worn hygiene product.
• Cosmetics, skincare, fragrance, haircare and personal care once the seal is broken or the item is used or swatched.
• Earrings and any pierced-body jewellery.
• Food, drink, supplements, flowers, plants and anything perishable.
• Medicines, medical devices and anything requiring a prescription.
• Mattresses, pillows, duvets and bedding once unsealed.
• Personalised, engraved, printed, tailored, cut-to-size or otherwise made-to-order items.
• Digital goods, gift cards, vouchers, top-ups and activation codes.
• Consumables once used or opened - batteries, filters, ink, bulbs, blades, memory cards.
• Items sold as clearance, "final sale", ex-display, open-box, refurbished or "as is", where the condition was disclosed on the product page.
• Software, and any item whose licence or account has been registered or activated.
• Free items and anything received under a promotion at no charge.

6. The condition it has to come back in

An approved return is only accepted back if all of the following hold:

• unused, unwashed, unaltered and in resaleable condition;
• every tag, label, sticker and security seal still attached and intact;
• the original box and inner packaging, undamaged and not written on or taped over - please pack the item box inside an outer carton;
• every accessory, cable, remote, charger, manual, warranty card, dust bag and free gift that came with it;
• the invoice or the order number, and the return authorisation number we gave you;
• the item has not been registered, activated or linked to an account.

7. Evidence we require

We settle claims on evidence, and the burden of it is on the claim. For any damaged, wrong, missing or short-delivery claim we need:

1. clear photographs of the outer parcel on all sides, including the courier label;
2. photographs of the item and its packaging showing the problem;
3. a photograph of the invoice or the order confirmation;
4. a continuous unboxing video. One unedited take that starts before the outer packaging is opened, shows the courier label and the sealed parcel, and runs without a cut until the item is fully unpacked and the problem is visible.

The video is what separates a genuine claim from a reconstructed one, and it is the single condition most claims fail on. Record it every time - it takes thirty seconds and it is the difference between a replacement and a refusal. A cut, paused, cropped or re-started video does not satisfy this clause.

Keep the item, the box and all packaging until the claim is closed. Disposing of any of it before we have decided ends the claim.

8. How to raise a claim

1. Contact us inside the window in section 2. Email hello@7deals.lk is best - it timestamps itself, which matters when a window is measured in hours - but any channel in section 17 will do.
2. Give your order number, the item, what is wrong, and the evidence in section 7.
3. We reply with a decision and, if the claim is approved, a return authorisation number and instructions.
4. Send or hand over the item exactly as instructed, with the authorisation number written on the outer carton.

Authorised returns go to: 140/2d Kandy Road, Thihariya, Nittambuwa - quoting your authorisation number.

9. Who pays the return courier

Where you pay, use a courier that issues a tracking number and keep the receipt. Until the item reaches us it is your risk: a return lost in transit is a return we never received, and we cannot settle it.

10. Our inspection, and our decision

We inspect returned items within 2 to 5 working days of receiving them and email you the outcome. We may involve the manufacturer or an authorised service centre where a technical opinion is needed, which can extend this.

We reserve the right to reject a return that fails section 6, fails section 7, arrives outside its window, or is found on inspection not to have the fault claimed. A rejected item is sent back to you at your cost. If you do not arrange collection or pay the return charge within 14 days of our notice, we may dispose of the item and no settlement is due.

11. How we put it right

Where a claim is approved, we resolve it in this order:

1. Replacement with the same item, where we have stock. This is the normal outcome.
2. Repair, where the item is repairable and under warranty.
3. Store credit for the value of the item, valid 12 months, where a replacement is not available.
4. Refund, where none of the above is practical.

The choice between these is ours, not the customer's. An exchange for a different item is a goodwill arrangement we are not obliged to offer; where we do, the replacement must be of equal or greater value, you pay the difference, and no cash is returned on a downgrade.

12. Refunds on cash-on-delivery orders

Every order on this site is paid in cash on delivery, so there is no card to reverse a payment to. Approved refunds are made by bank transfer to a Sri Lankan bank account, or as store credit if you prefer it.

• The account must be in the name of the person who placed the order. We do not transfer to third-party accounts.
• We need the account holder's name, bank, branch and account number in writing.
• Transfers are made within 7 to 14 working days of the claim being approved.
• We do not refund in cash, and we do not refund at the door.
• The original delivery charge is only refunded where we were at fault (section 9).
• Any bank charge your own bank applies to an incoming transfer is yours.
• Where the order used a discount code or a free-shipping threshold that the return breaks, the refund is recalculated at the price actually attributable to the returned item.

13. Manufacturer warranty

Where a product page states a warranty, that warranty is the manufacturer's or the local agent's, and its terms, duration and exclusions are theirs. After the 7-day window in section 2, a warranty fault goes to the brand's authorised service centre, not to us. We will tell you where that is and help you make contact, but we do not replace or refund warranty items ourselves, and repair times are the service centre's.

Keep the warranty card and the invoice. Without them, most agents will not accept a claim.

14. Cancelling an order, and refusing a delivery

You may cancel free of charge at any time before the order is dispatched - contact us with your order number. Once it is dispatched it cannot be cancelled, and refusing the parcel at the door is not a cancellation.

We may cancel an order ourselves if the item is out of stock, the price or description was wrong, the delivery address is outside our service area, or we cannot reach you. If that happens you pay nothing.

15. Misuse of this policy

This policy exists for customers who received something wrong. It is not a trial period, and it is not a way to use an item and send it back. We monitor claim patterns, and we may refuse a claim, close an account, decline future orders or require prepayment where we find:

• an abnormal rate of returns or claims on one account, phone number or address;
• items returned used, swapped, or substituted with a different or counterfeit unit;
• a claim supported by altered, reused or misleading photographs or video;
• repeated refusal of cash-on-delivery parcels;
• orders placed with false contact details.

Where a claim is found to be dishonest we will say so, keep the evidence, and act on it.

16. Your rights under Sri Lankan law

Nothing in this policy limits the rights you have under the Consumer Affairs Authority Act, No. 9 of 2003 or any other applicable Sri Lankan law. Those rights cover goods that are defective, unsafe, or materially different from how they were described, and they stand whatever this page says.

What this policy does is set out how we handle claims, what evidence we need and how quickly you have to come to us. If we cannot resolve something between us, you may complain to the Consumer Affairs Authority. A complaint there must generally be made within three months of the transaction, so do not let a dispute drift.

This policy is governed by the law of Sri Lanka, and the courts of Sri Lanka have jurisdiction over any dispute arising from it.

17. Contact us

7 Deals - claims, returns and anything on this page:

• Email hello@7deals.lk - quote your order number.
• Phone 94777905096.
• WhatsApp message us - best for photos and video.
• Authorised returns: 140/2d Kandy Road, Thihariya, Nittambuwa.
• Don't know your order number? Track your order.

See also our terms and conditions, our privacy policy and our delivery information.