Eligibility for Refunds
Refunds are issued under the following circumstances:
- Defective/Damaged Products at the time of delivery (received in faulty condition).
- Wrong Item Delivered (mismatched model, color, or product).
- Out-of-stock or discontinued items after payment.
*Change of mind or customer misuse does not qualify for a refund unless approved under special cases with deductions.
1. Refunds Due to Unavailability
- A full refund will only be issued if a replacement unit (of the same specifications) is no longer available.
- In the unlikely event that any items you have ordered are damaged or defective, or if the item delivered is different from what you had ordered, it will be accepted for Refund and the return courier will be arranged free of charge.
- Delivery charges incurred by the customer for the return of the item will not be refunded unless the error is ours.
2. Refund Request Window
- Defective/Damaged Items: Must be reported within 48 hours of delivery.
- Wrong Item Delivered: Must be reported within 3 days.
- Cancellation (Pre-shipment): Refund is processed within 3 days of request.
- Cancellation (Post-shipment): Refund is issued after the item is returned and inspected.
3. Refund Processing Timeline
- All eligible refunds will be processed within 07 to 14 working days (From the date of notification).
- You will receive a refund confirmation via email once the refund process is completed.
- Refunds to credit cards or bank accounts may take additional time depending on the customer's bank processing time. Snap.lk will not be liable for such delays.
4. Change of Mind Policy
- In the case of a change of mind, customers are entitled to a credit note only for the value of their purchase.
- No cash/credit card refunds will be issued for change of mind purchases.
5. Warranty Limitation
The total warranty and comprehensive warranty will not apply if the customer purchases a product that is incompatible or under-capacity for their specific needs (e.g., Air Conditioners), based on site conditions. Please consult our support team before purchase if unsure.
6. Manufacturing or Material Defects
All claims for repairs or returns due to manufacturing/material defects must be:
- Reported within 3 days from the date of purchase.
- Returned within the warranty period to be eligible for repair/replacement/refund.
- If the Repair is beyond economical, we can replace the unit with a same condition & same capacity unit.
7. Non-Refundable Conditions
- Products returned without original packaging, manuals, or accessories.
- Products showing signs of misuse, damage, or unauthorized repairs.
- Products returned after the eligible return/refund window.
8. How to Request a Refund
Refund requests can be made via email or hotline. Provide the following details:
- Description of the issue
- Clear photos or videos showing the defect or damage
Confirmation Time (TAT):
1. Unavailability or issue from our end – within an hour
2. Product damages / Technical Issues – 24Hrs
Email: info@snap.lk
Hotline: 0114 23 83 23
