Return & Exchange Policy

Our Commitment to You

At ODM Ceylon, we are committed to providing quality products and dependable customer service. If you experience an issue with your purchase or receive an item that qualifies for an exchange, our team will work with you to resolve it as quickly and fairly as possible.

Please read the following policy carefully before requesting an exchange, warranty service, or order cancellation.

Before Requesting an Exchange

To help us process your request smoothly, please make sure that:

  • Your request is submitted within 7 days from the date of purchase.
  • The product was purchased directly from ODM Ceylon through our website or retail outlet.
  • The item has not been used, modified, installed, or damaged after purchase.
  • The product is returned together with its original packaging, accessories, manuals, warranty cards, and any promotional items received.
  • The original purchase invoice is available as proof of purchase.

Requests that do not satisfy these requirements may not qualify for exchange or warranty service.

Returning Your Product

The return method depends on where the purchase was made.

Orders Placed Online

Products purchased through our website may be returned by sending them via a trusted courier service or by handing them over directly at our retail outlet.

Purchases Made at Our Store

Products purchased from our physical outlet should be returned to the same outlet. Courier returns are not accepted for in-store purchases.

To ensure fairness for all customers, each order is eligible for one exchange request only.

When choosing a replacement item:

  • If the new product costs more, the price difference must be paid.
  • If the new product costs less, the remaining amount will not be refunded or credited.

Reporting Delivery Issues

We recommend checking your package immediately after receiving it.

If your order arrives with visible damage caused during transportation, please notify our customer support team on the same day of delivery.

Once the issue has been verified, we will arrange an appropriate replacement or exchange at no additional cost.

Claims reported after the delivery date may not be accepted.

Warranty Assistance

Products covered by a manufacturer or supplier warranty can be returned for inspection during the applicable warranty period.

Please ensure that:

  • The product is securely packed before shipping.
  • The original invoice is included with the returned item.
  • The package is sent using Sri Lanka Post or another reliable courier service.

After receiving the product, our technical team will inspect it and determine the appropriate warranty solution based on the manufacturer’s warranty conditions.

Inspection & Verification

Every returned product undergoes an inspection before any exchange or warranty request is approved.

During this process, we verify:

  • Overall physical condition
  • Manufacturing defects
  • Signs of misuse or accidental damage
  • Completeness of accessories and packaging
  • Warranty eligibility

Once the inspection is completed, our customer support team will inform you of the final outcome through your preferred contact method.

Requests We Cannot Accept

Unfortunately, we are unable to process exchange or warranty requests if:

  • The product shows evidence of misuse, neglect, or physical damage.
  • Factory seals, warranty stickers, serial number labels, or identification markings have been removed or altered.
  • Original accessories, packaging, or required components are missing.
  • The product belongs to a category that cannot be returned for hygiene, health, or safety reasons after opening.
  • The request is submitted after the eligible exchange period.

Order Cancellation

Customers may request to cancel an order before it has been prepared for shipment.

Cancellation requests cannot be accepted once:

  • Payment has been successfully confirmed for non-cancellable orders.
  • The order has already been dispatched.
  • Order processing has reached the shipping stage.

If you need to cancel an eligible order, please contact our support team immediately to avoid shipment.

Important Information

Please note the following:

  • Exchange approval is subject to inspection by our technical team.
  • Warranty decisions are made according to the manufacturer’s warranty terms.
  • ODM Ceylon reserves the right to decline requests that do not meet this policy.
  • This policy may be updated without prior notice whenever necessary.

Need Help?

If you require assistance regarding an exchange, warranty claim, or order cancellation, our customer support team is ready to help.

Contact Us

  • Phone / WhatsApp
  • Email
  • Facebook Messenger

We aim to respond to all inquiries as quickly as possible during our business hours.