Refund Policy

Thank you for shopping at Xplora. We value your satisfaction and strive to provide you with the best online shopping experience possible. If, for any reason, you are not completely satisfied with your purchase, we are here to help.

Returns

We accept returns within 14 days from the date of purchase. To be eligible for a return, your item must meet the following conditions:

• The item must be unused and in the same condition that you received it
• It must be in the original packaging with all tags and labels intact
• You must provide proof of purchase (order confirmation or receipt)
• For hygiene and safety reasons, certain beauty and personal care products cannot be returned once opened

Refunds

Once we receive your return and inspect the item, we will notify you of the status of your refund via email. If your return is approved:

• We will initiate a refund to your original method of payment
• The refund amount will be the product price in Sri Lankan Rupees (LKR)
• Shipping charges are non-refundable unless the return is due to our error
• Refunds will be processed within 5-7 business days after approval
• Please note that it may take additional time for the refund to appear in your account, depending on your payment provider

Exchanges

If you would like to exchange your item for a different size, color, or variant, please contact our customer support team within 14 days of receiving your order at:

We will provide you with further instructions on how to proceed with the exchange. Exchanges are subject to product availability.

Non-Returnable Items

Certain items are non-returnable and non-refundable for hygiene, safety, and quality reasons:

• Opened beauty products, skincare items, and cosmetics
• Personal care items that have been unsealed or used
• Gift cards and vouchers
• Products marked as "Final Sale" or "Non-Returnable"
• Personalized or custom-made items
• Perishable goods

Damaged or Defective Items

In the unfortunate event that your item arrives damaged or defective, please contact us immediately within 48 hours of receiving your order. We will:

• Arrange for a replacement of the same product (if available)
• Issue a full refund including shipping charges if a replacement is not available
• Provide a prepaid return shipping label at no cost to you

Please include photos of the damaged or defective item with your claim to help us process your request more efficiently.

Return Shipping

Return shipping costs:

• You will be responsible for paying the shipping costs for returning your item, unless the return is due to our error (e.g., wrong item shipped, damaged product, or defective product)
• In cases where the return is due to our error, we will provide you with a prepaid shipping label or reimburse your return shipping costs
• We recommend using a trackable shipping service for returns to ensure safe delivery

How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact our customer support team at shop@xplora.lk or +94 722 32 3239
2. Provide your order number and details about the item you wish to return
3. Wait for our team to approve your return request and provide return instructions
4. Pack the item securely in its original packaging
5. Ship the item to the address provided by our customer support team
6. Keep your tracking number for reference

Processing Time

Refunds and exchanges will be processed within 5-7 business days after we receive and inspect your returned item. Please note that it may take additional time (5-10 business days) for the refund to appear in your account, depending on your payment provider and bank processing times.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

• First, check your bank account or payment provider again
• Contact your payment provider or bank, as processing times may vary
• If you've done all of this and still have not received your refund, please contact us at shop@xplora.lk

Contact Us

If you have any questions or concerns regarding our refund policy, please contact our customer support team. We are here to assist you and ensure your shopping experience with us is enjoyable and hassle-free.