Refund & Return Policy – CrownGallery.lk

Last Updated: 20th November 2025

Thank you for shopping at CrownGallery.lk.
We aim to provide only authentic, high-quality fragrances and personal care products.
Please read our Refund & Return Policy carefully.

1. General Policy

Due to the nature of perfumes and personal care products, we do not accept returns for opened, used, or tested items.

Returns are only accepted in the following cases:

• You received a damaged product
• You received the wrong item
• The product was defective upon arrival
• The item was leaking, broken, or not functioning

If any of the above applies, we will offer:

• A replacement, or
• A refund

2. Eligibility Criteria for Returns

To be eligible for a return:

• You must contact us within 24 hours of receiving the order
• The product must be unused, sealed, and in original packaging
• You must provide clear photos or video evidence of the issue
• The invoice or order number must be provided

We cannot accept returns for:

• Opened or sprayed perfumes
• Products damaged due to improper handling after delivery
• Items purchased during clearance or special promotions (unless damaged)

3. Damaged, Defective, or Incorrect Items

If your item is damaged or incorrect:

• Take photos or a video of the issue
• Contact us immediately at support@crowngallery.lk
• Our team will verify and process your claim within 1–3 working days
• A courier will be arranged for return pickup (if required)

Once the item is inspected and approved, we will issue:

• A new replacement OR
• A refund via bank transfer

4. Refund Process

If a refund is approved:

• Bank refunds may take 3–7 working days to reflect
• Store credit will be issued immediately
• COD (Cash on Delivery) orders will be refunded via bank transfer only
• Refunds cannot be issued to third-party accounts.

5. Order Cancellations

You may cancel an order before it is shipped.

We may cancel an order if:

• The item becomes unavailable
• Payment fails
• Delivery area is not serviceable
• Fraud or suspicious activity is detected
• If payment was already made, a refund will be issued.

6. Exchanges

We only offer exchanges for:

• Wrong product delivered
• Damaged product received
• Manufacturing defect

We do not offer exchanges for preference-based reasons such as:

• Fragrance not matching your preference
• Change of mind
• Gifts chosen incorrectly

7. Non-Refundable Items

The following cannot be returned or refunded:

• Opened fragrances
• Used or tested items
• Clearance or promotional items
• Gift cards
• Items damaged due to customer mishandling

8. Contact Us

For refund or return requests:

• 📧 support@crowngallery.lk
• 🌐 www.crowngallery.lk

Our support team is available 7 days a week.