If you are not fully satisfied with your Spa Ceylon purchase or gift, please refer to the return, refund, and exchange guidelines outlined below, applicable to both online (lk.spaceylon.com) and in-store purchases.
1. What are the eligibility criteria for returns and exchanges?
• Product(s) must be returned within 7 days from the date of purchase (for in-store purchases) or from the date of delivery/receipt (for online purchases).
• Product Condition & Packaging: Items must be returned unused, in new condition, and in their original packaging (including both the container and box, if applicable). All tags must be intact, and the original invoice must be included. Products that are opened, used, or damaged will not be accepted.
• Special Offers & Discounts: Refunds and exchanges will be based on the actual amount paid at the time of the original purchase. Please note that promotional discounts used on the original purchase will not be re applied to exchange items. The exchange product will be charged at its current selling price at the time of the exchange.
• Free Products: Free items received with purchases cannot be returned or exchanged separately.
• Loyalty Rewards: Any loyalty points earned on returned items will be reversed during the return process.
• Store credit or exchanges cannot be used for the purchase of gift cards.
• All returns are subject to validation and approval at SPA CEYLON’s discretion.We actively monitor return activity and reserve the right to limit or decline returns or exchanges in cases of suspected abuse.
2. Which products are not eligible for return or exchange?
• Fragrance products
• Cosmetics Products
• Product sets and assortments
• Physical gift certificates and E-Gift Cards
3. What should I do if I experience sensitivity to a Spa Ceylon product?
If you experience any sensitivity or adverse reaction to one of our products, please discontinue use immediately and gently wash the affected area with ice water. We kindly ask that you contact our Wellness Experts as soon as possible so we can assist you with care and attention.
To assist us in thoroughly reviewing your concern, please provide the following information:
• Your order number, invoice number, or any proof of purchase
• Name of the product that caused the reaction
• A detailed description of the symptoms you experienced
• A clear image of your receipt (if available, for in-store purchases)
• Photographs of the product in question
• Photographs of the affected area
You may contact our team of wellness experts via phone or WhatsApp at: +94 776 595 757.
4. How to Initiate a Return?
To initiate the return process, please contact our Customer Care Team via your preferred channel:
• Email: online@spaceylon.com
• Phone: +94 77 659 5757
• WhatsApp: +94 77 659 5757
Kindly provide the reason for your return request, along with a clear image of the product’s current condition and the batch number.
Once our team has reviewed and confirmed your request, you may proceed with one of the available return options, which will be communicated to you accordingly.
5. How can I return products purchased online via lk.spaceylon.com?
Once your return has been confirmed by our Customer Care Team, you may return your online purchase using one of the following methods:
Option 1: Return to a Store
• You may return your item to any SPA CEYLON store (excluding ODEL,Kandy Nugegoda and BIA).
• Please inform our Customer Care Team in advance of your visit, so the relevant store staff can be notified and prepared to assist you.
Option 2: Return via SPA CEYLON Courier
• Carefully repack the item using the original courier box and packaging.
• Contact our Customer Care Team to arrange a convenient pick-up date.
• Fill in the consignment note provided by the courier, clearly indicating your order ID.
• Send the parcel to:JANET LOGISTICS CENTRE
No. 45/8, Modarawila Industrial Estate, Modarawila, Panadura.
• A return shipping fee of LKR 450 will apply and must be borne by the customer unless the return is due to a product fault or an error on our part.
Option 3: Return via Courier of Your Choice
• Contact our Customer Care Team before dispatching your return.
• Use your preferred courier service to send the parcel to the same logistics address mentioned above.
• Ensure that your order ID is included on the consignment note.
• Please note that return shipping costs in this case will not be covered by SPA CEYLON.
6. How can I return an in-store purchase?
If your return meets the eligibility criteria mentioned above, you may return your product(s) at any Spa Ceylon store (excluding Odel, Kandy, Nugegoda, and BIA outlets) with its original packaging.
If you do not have proof of purchase or a gift receipt, a 25% deduction will be applied based on the current selling price of the product, and the remaining amount will be issued as in-store credit, which must be used at the time of the return and cannot be extended.
If you present a gift receipt, in-store credit will be issued for the amount paid at the time of purchase.
Please note: Returns for in-store purchases cannot be processed via courier.
7. How long does it take for my refund to be processed?
Refund processing times depend on the payment method used. Refunds will be initiated within 7-14 working days. The exact timing for the refund to appear in your account will depend on your payment method and the processing times of your financial institution or payment provider. Please note that additional delays may occur depending on the payment provider.
8. How are refunds processed for cash purchases?
Refunds for cash purchases will be processed within 7-14 working days via bank transfer and credited to the account details sent through your registered email address.
9. How is my data handled during returns and exchanges?
Customer data related to returns and exchanges will be handled in accordance with our Privacy Policy. For more information on how your data is protected, please refer to the Privacy Policy available on our website.
For further assistance or inquiries regarding returns and exchanges, please contact our customer service team:
Email: online@spaceylon.com
Phone: +9477 659 5757
WhatsApp: +9477 659 5757