Refund, Return & Exchange Policy

1Nature of Storevia's Service

Storevia is an owner-operated e-commerce service. Products are sold, fulfilled, and supported directly by Storevia.

• Storevia is responsible for product authenticity, quality, warranties, and order fulfillment.
• Storevia provides payment processing, return request handling, and dispute resolution support.
• Storevia reserves the right to make final return and refund decisions to protect customers and service integrity.

27-Day Return Eligibility

Buyers may request a return within 7 days of delivery if:

• The item is unused, unworn, and undamaged
• All original packaging, tags, manuals, and accessories are included
• The product is not listed under Non-Returnable Items
• The return request is submitted via the Storevia account system

3Non-Returnable Items

Unless faulty or incorrectly delivered, the following items cannot be returned:

• Digital products or downloadable software
• Gift cards or Store credits
• Personalized or custom-made products
• Perishable goods (food, flowers, etc.)
• Opened hygiene-sensitive items (cosmetics, innerwear, grooming items)
• Items marked Final Sale or Non-Returnable

4Valid Return Reasons

Returns may be approved if:

• Product is damaged upon delivery
• Product is defective or not functioning
• Wrong item was shipped
• Item significantly differs from description or images
• Missing parts or accessories
• Size exchange requests (based on Storevia stock and eligibility)

6Return Shipping Responsibility

Storevia may issue prepaid labels in certain cases.

7Refund Process

After the returned item is received and inspected:

• Refunds are issued to the original payment method or Storevia wallet credit
• Refunds are initiated within 5–7 business days of approval
• Banks or payment providers may take additional time to post funds

8Return Review Time (SLA)

Storevia reviews return requests within 2 business days. If review is delayed:

• Storevia may automatically approve eligible returns
• Issue a refund to the buyer
• Process the refund based on return validation

9Damaged or Defective Items

If an item arrives damaged or defective, report it within 48 hours of delivery with clear photos or video evidence. Storevia may approve a refund or replacement after validation.

10Exchanges

Exchanges depend on Storevia stock availability. If unavailable, a refund will be processed.

11Dispute Resolution & Buyer Protection

If a dispute arises:

• Buyers may escalate the issue to Storevia Customer Support
• Storevia will review evidence from both parties
• Storevia's final decision is binding within the platform ecosystem

12Fraud & Abuse Prevention

Storevia may:

• Reject suspicious or abusive return claims
• Suspend accounts misusing return/refund systems
• Request identity verification or supporting documentation

14Legal Compliance (Sri Lanka)

This policy operates in accordance with applicable consumer protection principles in Sri Lanka. Where local law grants additional rights, those rights will apply.