Return & Refund Policy
Last updated: 2026-07-01
This Return & Refund Policy applies to purchases made on RooBazaar and should be read together with our [Terms & Conditions]. It explains your options if you receive a faulty, incorrect, or unwanted item, in a manner consistent with your rights under the Consumer Affairs Authority Act No. 9 of 2003 and general Sri Lankan contract law.
1. Overview
Sri Lanka does not have a blanket statutory “cooling-off” period for general online retail purchases. However, RooBazaar voluntarily offers the return and refund options below to give you confidence when shopping with us, in addition to your existing legal rights regarding defective or misdescribed goods.
2. Damaged, Defective, or Incorrect Items
If you receive an item that is:
- Damaged in transit,
- Defective or not fitting its description, or
- Different from what you ordered,
please contact us within 48 hours of delivery, with your order number and clear photos of the item (and packaging, if damage is packaging-related). We will arrange, at no cost to you, one of the following:
- A replacement item (subject to availability), or
- A full refund, including any delivery charges paid, or
- Store credit, if you prefer.
3. Change of Mind Returns
For most items, you may request a return within 7 days of delivery if you simply change your mind, subject to the following conditions:
- The item must be unused, in its original condition, with all tags, packaging, and accessories intact.
- Return shipping costs for change-of-mind returns are the customer’s responsibility, unless otherwise stated on the product page.
- A restocking or handling fee may apply for certain categories, which will be clearly disclosed on the relevant product page before you order.
4. Non-Returnable Items
The following categories are generally not eligible for change-of-mind return, for hygiene, safety, or practical reasons (specific exclusions will be noted on the product page):
- Personal care, cosmetic, or hygiene items once opened or used.
- Perishable goods.
- Made-to-order or customized items.
- Items explicitly marked as “Final Sale” or “Non-Returnable” at the time of purchase.
- Digital products or services once delivered/activated.
This does not affect your right to a remedy if such an item is faulty or not as described.
5. Vendor-Fulfilled Orders
RooBazaar is a marketplace, and some products are sold and fulfilled by independent Vendors rather than RooBazaar directly. For these orders:
- Please initiate your return or complaint through RooBazaar customer support in the first instance; we will coordinate with the relevant Vendor on your behalf.
- Vendors are required to honour the return and refund standards set out in this Policy as a condition of selling on RooBazaar.
- If a Vendor is unresponsive or a resolution cannot be reached, RooBazaar will step in to help resolve the matter directly.
6. Imported / Bulk-Shipped Items
Some products are sourced through our consolidated overseas import shipments (including from China). Where an item has already cleared customs and is held as ready stock in our Sri Lanka warehouse at the time of your order, the standard return process above applies in full.
If, in future, any product is shipped on a made-to-order or direct-import basis for your specific order, any additional conditions (such as limited or no cancellation once the import process has begun) will be clearly stated on that product’s page before you complete your purchase.
7. Non-Delivery / Lost Shipments
If your order does not arrive within the estimated delivery window and tracking shows no movement, please contact us. We will investigate with our courier/logistics partner and, if the shipment is confirmed lost, offer a replacement or full refund.
8. Order Cancellations
You may cancel an order free of charge at any time before it has been dispatched. Once an order has been dispatched, our standard return process (above) applies instead of a cancellation.
9. How to Request a Return or Refund
- Contact us at [support@roobazaar.com] or )with your order number, reason for return, and (if applicable) photos.
- We will confirm eligibility and provide return instructions, including the return address if applicable.
- Once the returned item is received and inspected (where applicable), we will process your refund or replacement.
10. Refund Method & Timeline
Approved refunds are issued to your original payment method (e.g., via PayHere) within 7–14 business days of approval. Bank processing times may add a few additional days beyond this. If you paid by an alternative method (e.g., cash on delivery, where offered), we will arrange the refund via bank transfer or store credit, as agreed with you.
11. Contact Us
For any return, refund, or order issue, please contact:
RooBazaar
Doctor On Care (Pvt) Ltd
Email: support@roobazaar.com support@doctoroncare.org
Phone – 0777148715