Ceylon mate – Refund Policy

Effective Date: 12/06/2025

Ceylon mate operates an online marketplace offering Sri Lankan products in Australia through two types of orders:

  1. Ceylon mate Store Orders – Supplier products sold and delivered by Ceylon mate
  2. Seller Pickup Orders – Products listed by independent sellers and picked up by buyers

This policy explains how refunds are handled for both types of orders.

1. Refunds for Ceylon mate Store Orders (Delivered Orders)

Ceylon mate offers refunds or replacements for products sold and delivered through our online store under the following conditions:

Eligible Refund Reasons:

  • Item damaged during delivery
  • Wrong item received
  • Missing items in your order
  • Expired or spoiled goods

Conditions:

  • Request must be made within 3 days of delivery
  • Item must be unused and in original packaging
  • Photo evidence may be required

Refund Process:

Email Ceylonmate@outlook.com with your order number and a description of the issue.
If approved, we’ll issue a refund to your original payment method within 5–10 business days.

2. Refunds for Seller Pickup Orders

Items listed by third-party sellers are fulfilled by the sellers directly, with pickup only. Refunds for these orders are managed by the sellers themselves.

Key Points:

  • Sellers are responsible for setting and clearly displaying their refund/return policy
  • Buyers must inspect items during pickup and discuss any issues directly with the seller
  • Ceylon mate does not process refunds for seller pickup orders

3. Dispute Resolution

If a serious issue arises (e.g., non-pickup readiness, seller misconduct), you may report it to us at:

📧 Ceylonmate@outlook.com

We review all reports. However, Ceylon mate is not responsible for issuing refunds for seller-managed orders.

4. Non-Refundable Items

The following situations are not eligible for refunds:

  • Perishable goods that are opened or partially used
  • Orders not picked up or canceled too late
  • Change-of-mind returns, unless accepted by the seller or approved by Ceylon mate (for store orders)

5. Order Cancellations

  • Ceylon mate Store Orders:
    Cancellations must be made within 1 hour of placing the order (if it has not yet been processed).
  • Seller Pickup Orders:
    Cancellation policies vary by seller.

6. Contact Us

For any refund or delivery issues relating to Ceylon mate store orders, contact us at:

📧 Ceylonmate@outlook.com