Refund & Return Policy
Last Updated: 10th August 2026
At Klio.lk, customer satisfaction is important to us. If you experience an issue with your order, we're here to help.
Please read our Refund & Return Policy carefully before making a purchase.
7-Day Returns
From date of delivery
Easy Exchanges
Same or similar item
48hr Damage Report
Photo proof required
1. Return Eligibility
You may request a return if:
- You received the wrong item.
- The item arrived damaged or defective.
- The item is significantly different from what was ordered.
To be eligible, the item must:
- Be returned within 7 days of delivery.
- Be unused and in its original condition.
- Include all original packaging, accessories, manuals, tags, and free gifts (if applicable).
- Be accompanied by proof of purchase or your order number.
2. Non-Returnable Items
The following items cannot be returned unless they arrive damaged or defective:
- Products damaged due to misuse or mishandling.
- Products damaged after delivery.
- Items showing signs of use.
- Items without original packaging or accessories.
- Clearance or final sale items (unless defective).
- Personal care or hygiene products that have been opened (where applicable).
3. Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect:
- Contact us within 48 hours of receiving your order.
- Provide your order number.
- Send clear photos or videos showing the issue.
Once verified, we will arrange a replacement or refund where applicable.
4. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed using the original payment method whenever possible.
If the order was paid using Cash on Delivery (COD), refunds will be arranged through an agreed payment method.
Refund processing times may vary depending on your payment provider.
5. Exchanges
Where stock is available, eligible items may be exchanged for:
- The same product
- A different size or color (if available)
- An alternative product of equal value (subject to approval)
6. Order Cancellations
Orders may be cancelled before they are dispatched.
Once an order has been shipped, cancellation requests may not be possible.
7. Return Shipping
If the return is due to a damaged item, a defective product, or an incorrect item sent by Klio.lk, we will cover the return shipping costs.
If the return is requested for any other reason, the customer may be responsible for the return shipping costs.
8. Items That Cannot Be Refunded
Refunds will not be issued for:
- Damage caused by misuse or improper handling.
- Normal wear and tear.
- Incorrect orders placed by the customer.
- Delivery delays caused by courier services, weather conditions, public holidays, or other circumstances beyond our control.
9. How to Request a Return
Please contact us with:
- Your Order Number
- Your Name
- A description of the issue
- Photos or videos showing the product (if applicable)
Our support team will guide you through the return process.
10. Contact Us
If you have any questions about returns or refunds, please contact us: