We will process a full refund or arrange a replacement in the following situations:

• The item received is damaged, broken, or defective upon delivery.
• The item received is significantly different from the product description or images shown on our website.
• Your order was lost in transit and confirmed undelivered by the courier after a formal investigation.
• You received the wrong item due to a fulfilment error on our part.
• The product is past its expiry date at the time of delivery (applicable to food products, spices, and edible items).

Refunds will not be granted in the following circumstances:

• You have changed your mind after the order has been dispatched or shipped.
• The item has been used, opened, consumed, or tampered with (unless proven defective).
• Damage occurred after delivery due to improper handling, storage, or use by the customer.
• The refund request is submitted more than 7 days after the confirmed delivery date.
• Customs duties, import taxes, or tariffs imposed by your country — these remain the customer’s sole responsibility.
• Delivery delays caused by customs clearance, local postal services, natural disasters, or other circumstances beyond our control.
• Personalised or custom-made items once production has commenced.
• Perishable items that were received in proper, undamaged condition.
• Sale or discounted items marked as final sale at time of purchase.

We understand that plans can change. Cancellations are handled based on the timing of your request relative to order processing:

To request a cancellation, email support@aerialceylon.store with your order number and reason as soon as possible.

The actual time for funds to reflect in your account may vary depending on your bank, card issuer, or payment platform. International refunds may take slightly longer. You will receive an email confirmation once the refund has been initiated from our end.

Please follow these steps to initiate a refund or return:

1. Email us at support@aerialceylon.store within 7 days of receiving your order.
2. Include your Order Number, full name, and a clear description of the problem.
3. Attach clear photographs or a short video clearly showing the defect, damage, or discrepancy.
4. Our team will review your submission and respond within 2–3 business days.
5. If approved, we will initiate the refund via PayHere or arrange a replacement shipment depending on your preference and product availability.

We currently offer exchanges only for damaged, defective, or incorrectly delivered items. Exchanges are subject to stock availability. If the original product is no longer available, a full refund will be issued instead. To request an exchange, follow the same process outlined in Section 05 above.

This Refund & Return Policy is governed by the laws of the Democratic Socialist Republic of Sri Lanka. Any disputes arising from or relating to this policy shall be subject to the exclusive jurisdiction of the competent courts of Sri Lanka.