Return Policy

Guidelines for product returns, refunds, and vendor exchanges. Last updated: June 2026.

1. 7-Day Return Window

All eligible refund or return claims must be initiated within 7 days of package delivery. Requests logged after this timeframe cannot be processed by the platform due to automated settlement protocols.

2. Condition of Returned Items

Items must be returned in their original packaging, unused, unwashed, and with all vendor tags intact. Any product returned showing signs of wear, usage, or damage not reported upon receipt will be rejected.

3. Non-Returnable Categories

Perishable items (fresh produce, food), custom-made or personalized goods, personal care items (cosmetics, undergarments), and clearance inventory are strictly non-returnable unless they arrive damaged or defective.

4. Return Shipping & Coordination

Customers are responsible for return shipping costs unless the return is due to a vendor error (e.g., defective, damaged, or incorrect item). In verified vendor-error cases, shipping costs will be fully covered or reimbursed.

5. Refund Execution & Vault Logic

Upon return approval, the refund is processed immediately. The transaction amount is deducted proportionally (the vendor's portion from the Vendor Wallet and the platform commission from the Platform Wallet) and returned to the customer's payment source.

6. Dispute Resolution Matrix

If a conflict arises between a customer and a vendor regarding a return validation, GoBuy.lk administers a dispute resolution framework to review transaction records, tracking data, and media proofs to mediate a final decision.

Returns & Claims Node

For any questions regarding a pending claim, product eligibility, or to submit media proof of a defective item, please establish communication with our support node at support@gobuy.lk.