Orders & Returns Policy

Introduction

At Colman's Lanka (Private) Limited ("we", "our", "us"), we carry forward a legacy dating back to 1814 in Norwich, England, dedicated to helping FAMILY MEALS TASTE GREAT. We are committed to providing the highest quality products that families in Sri Lanka have trusted for over half a century. Your satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. This return policy outlines the terms and conditions under which you can return products ordered from us.

Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:
Condition: The item must be unused, unopened, and in the same pristine condition as you received it.
Packaging: The item must be in its original, sealed packaging.
Proof of Purchase: You must provide the original invoice or order confirmation as proof of purchase.

Non-Returnable Items

To ensure the safety and quality of our products, certain items cannot be returned:
Perishable Goods: All food and beverage items, including our iconic Vinegar and Orange flavoured instant drink, are perishable and for health & safety reasons cannot be returned once dispatched.
Damaged or Opened Items: Any product with a broken seal, opened packaging, or showing signs of use.
Sale Items: Products purchased under promotional or clearance sale events.

Process for Returns & Order Issues

We handle returns primarily for orders that are incorrect, damaged on arrival, or have quality defects. To initiate a process, please follow these steps:
Contact Us: Notify our customer service team within 48 hours of receiving your order by contacting us via email or phone. Provide your order number, the item(s) in question, and clear details/photos of the issue (e.g., damage, wrong product).
Authorization & Instructions: Our team will review your request and provide you with a Return Authorization Number and instructions on how to proceed.
Return/Collection: For approved claims, we will arrange for the collection of the affected item or provide a return address. Please do not ship items back without an authorization.

Refunds

Once we receive and inspect the returned item, we will notify you of the status. If approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain number of days, depending on your card issuer’s or payment processor's policies. For incorrect/damaged deliveries, we will also refund any applicable shipping charges.

Exchanges

We will replace items if they are confirmed to be defective, damaged during transit, or if an incorrect item was shipped. Please contact us immediately to arrange an exchange. For quality-related issues, we may require the batch number from the packaging.

Shipping Costs

Our Error: If you receive a defective, damaged, or incorrect item due to our error, we will cover all costs associated with the return and replacement shipment.
Customer-Initiated Returns: Returns requested for reasons not due to our error (e.g., change of mind) are subject to approval and will be the responsibility of the customer, including all shipping costs.

Contact Us

If you have any questions about your order or this return policy, please contact us at:

Colman's Lanka (Private) Limited
Address: No 69, Yatiyana Road, Galthude, Bandaragama, Sri Lanka.
Email: info@colmanslanka.com
Phone: +94 38 312 6280