Return & Refund Policy
Return Policy
1.) Our return policy is customer-centric, designed to ensure a seamless experience in the event that a return becomes necessary.
2.) If your product is damaged, defective, incorrect or incomplete at the time of delivery, please raise a return request on the Onapothak.lk website.
3.) Books are eligible for return within 02 days from the date of delivery, subject to the conditions mentioned below.
4.) We offer returns on eligible purchases within 02 days from the date of purchase. To be eligible for a return, the following conditions must be met:
- The book must be in its original condition, unopened, and unused.
- Proof of purchase or order number must be provided.
5.) The following items cannot be returned or exchanged:
- Accessories (other than books)
- Gift cards
- Stationaries
- Bundle items
6.) It is important to indicate the Order Number and Return tracking number on your return package to avoid any inconvenience or delay in your return process.
7.) If your return request has been rejected, the item will be delivered back to you between 6-8 days. Item will be sent to scrap after three (3) failed delivery attempts and no refund will be given.
Refund Policy
1). Customers have the right to cancel their orders within 12 hours of placing the order. To cancel, please contact our customer support team via email or phone with your order details. Orders that have been canceled before shipment will be fully refunded.
2). In certain cases, we reserve the right to cancel an order due to reasons such as unavailability of the product, pricing errors, or any other unforeseen circumstances. If an order is cancelled by us, a full refund will be initiated.
3). We offer refunds on eligible purchases within 02 days from the date of purchase. To be eligible for a refund, the following conditions must be met:
- The book must be in its original condition, unopened, and unused.
- Proof of purchase or order number must be provided.
4). Contact our customer support team via email at [email protected] or [email protected] or through our contact form on the website, providing your order number and reason for the refund request. Our customer support team will review your request and may request additional information. Once approved, we will provide instructions on how to return the book.
5). The customer is responsible for the cost of return shipping unless the return is a result of our error (e.g., wrong item shipped, damaged during transit).
6). Upon receiving the returned ordered items and confirming their eligibility, we will process the refund to your original method of payment within 10 days. Refunds will be issued for the purchase price of the book, excluding any shipping or handling fees.
7). If the ordered item is received in a damaged or defective condition, please contact our customer support within 10 days of receipt to arrange for a replacement or refund.
8). The following items cannot be returned or exchanged:
- Accessories (other than books)
- Gift cards
- Stationaries
- Bundle items
In case of failed delivery attempts,
- Incorrect Address: - If the provided delivery address is incomplete, inaccurate, or unclear, our delivery team may be unable to deliver the book.
- Unavailability of Recipient: - If the recipient is not available at the provided address during the attempted delivery, our delivery team will make multiple attempts to reach the recipient.
- Inaccessible Location: - In cases where the delivery location is inaccessible, such as a gated community with restricted access, our delivery team may encounter challenges in completing the delivery.
Our Procedure for Failed Delivery attempts:
- Contacting the Customer: - If a delivery attempt is unsuccessful, our team will make reasonable efforts to contact the customer using the provided contact information to rectify the situation.
- Reconfirming Address : - We will verify the delivery address with the customer to ensure its accuracy and make necessary amendments if needed.
- Scheduling Redelivery : - After confirming the details, we will arrange for a redelivery based on the updated information.
- Timeframe for Redelivery : - Redelivery will be attempted within 10 days of the failed delivery attempt.
- Undeliverable Orders : - If all attempts to redeliver are unsuccessful or if we do not receive updated information from the customer within 05 days after the failed attempts, the order will be deemed undeliverable. . Refunds will be issued for the purchase price of the book, excluding any shipping or handling fees.
Please note that all the orders are inspected, checked, and well packed before leaving the respective dispatch places or relevant online stores. Any damage that occurs may be solely through negligence of the carrier or shortages in delivery must be claimed within 7 days of receipt of merchandise.
Visible Damage: if shipment is delivered to you in a visibly damaged condition, insist on notation of this damage by the delivery carrier. *It is important that you notify www.onapothak.lk immediately upon noticing this damage.
Modification of Policy
We reserve the right to modify this cancellation policy at any time without prior notice. Any changes will be effective immediately upon posting on the platform.
