top of page

Return Policy

1. Returns Eligibility

  • We accept returns within 7 calendar days from the date of delivery.

  • To qualify for a return:

    • The item must be unused, unopened, and in its original packaging.

    • The product must be in the same condition as received.

  • Requests for returns made after 7 days from delivery will not be accepted.

  • Return requests must be submitted to returns@ognos.lk with proof of purchase and product condition images, if applicable.

 

2. Non-Returnable & Non-Refundable Items

The following items are not eligible for return or refund:

  • Customized or private-labeled products

  • Items that have been used or unsealed

  • Gift cards

  • Clearance or final sale items (unless faulty)

  • Items returned without original packaging or proof of purchase

 

3. Damaged or Defective Items

  • If your order arrives damaged, incomplete, or defective, please notify us within 48 hours of receiving the package.

  • Email us or WhatsApp with clear photographs of the issue and a brief description.

  • Depending on availability and your preference, we will:

    • Offer a replacement, or

    • Issue a full refund

  • Any damage claims beyond 48 hours of delivery may not be honored.

 

4. Refunds

  • Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be initiated to the original payment method.

  • Please note:

    • Refunds may take 3–7 business days to process.

    • Shipping and handling fees are non-refundable, unless due to our error (e.g., incorrect or damaged item).

 

5. Exchanges

  • Exchanges are available within 7 days of delivery.

  • You may request an exchange for:

    • A different size, scent, color, or variation (based on stock availability)

  • Please contact us before sending back the product.

  • Customers are responsible for return shipping costs unless the exchange is due to an error on our part.

 

6. Return Shipping

  • Return shipping must be arranged by the customer unless:

    • The product received was incorrect or defective.

  • In such cases, OGNOS will provide a prepaid return label.

  • Products should be securely packaged to avoid transit damage.

 

7. Processing Time

  • We process all approved refunds, returns, and exchanges within 3–7 business days upon receiving the returned item.

  • Please note that depending on your payment provider, additional time may be required for the refund to reflect in your account.

 

8. Return Procedure

To initiate a return, follow these steps:

  1. Please email us or WhatsApp with your order number and reason for return.

  2. Await return instructions and, if eligible, a return authorization code.

  3. Ship the product back using the details provided.

  4. Once received, we will inspect and notify you of the refund or exchange status.

​​

9. Contact Us

We’re here to help. If you have any questions regarding our return policy or need further assistance, feel free to contact us:

 

Effective Date: [30/09/2023]

bottom of page