Senoya Commitment
At Senoya, we are committed to providing you with the purest essence of Ceylon wellness. We meticulously inspect every product before shipping. Your satisfaction is our priority, but due to the nature of our herbal, food, and wellness products, we must adhere to strict quality and hygiene standards.
1. Order Cancellation (Before Shipping)
You may cancel your order at any time before it has been dispatched from our warehouse.
o Cancel: Please contact us immediately at [email protected] or call us at +94 777 341 491 with your Order Number.
- Refund for Cancellation: If your order is successfully cancelled before dispatch, we will process a full refund to your original payment method. Please allow 7 business days for the credit to reflect in your account.
2. General Returns and Refunds (Change of Mind)
Due to our strict safety and hygiene protocols concerning consumable goods, we generally do not accept returns or provide refunds for products once they have been opened or unsealed.
Eligibility for Return (Unopened Items):
If you have a change of mind, we may accept a return for non-perishable products, provided they meet all the following conditions:
- The return is initiated within 7 days of delivery.
- The product is unused and unopened.
- The product is in the exact same condition you received it.
- The original seal, packaging, and labels are fully intact and undamaged.
- A valid proof of purchase (Order Number/Receipt) is provided.
Note: If the product falls under our Senoya Dehydrated Foods or certain Senoya Ceylon Spices categories, they may be classified as perishable and subject to stricter return limitations, even if unopened.
3. Damaged, Defective, or Incorrect Items
We take full responsibility for errors made on our end. If your product is damaged, defective, or you received the wrong item:
- Time Limit: You must notify us within 48 hours of delivery.
- Required Documentation: Please email [email protected] with:
- Your Order Number.
- A clear description of the defect or damage.
- Clear photographs showing the damage, the packaging, and the product seal.
- Resolution: Upon verification, we will offer one of the following solutions at no extra cost to you:
- A full refund including any original shipping costs.
- A replacement of the item, subject to stock availability.
4. Non-Returnable Items
For health, safety, and hygiene reasons, the following items are strictly non-returnable and non-refundable:
- Any product that has been opened, used, or unsealed after delivery.
- Perishable goods (including most products in the Senoya Dehydrated Foods division).
- Personal care and hygiene products (e.g., soaps, oils, balms) in the Senoya Ceylon Naturals or Wellness divisions, once the seal is broken.
- Gift cards.
- Items purchased on sale or promotional offers (unless defective).
5. Refund Process
- Inspection: Once your return is received and inspected (for eligible returns), we will notify you via email regarding the approval or rejection of your refund.
- Processing: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
- Timeline: Please allow [7-10] business days for the refund to be completed, as processing times vary between banks and payment providers.
6. Shipping Costs for Returns
- Customer Responsibility: You will be responsible for paying your own shipping costs for returning your item for a “change of mind” reason. Original shipping costs are non-refundable.
- Senoya Responsibility: If the return is due to our error (damaged, defective, or wrong item), we will cover all return shipping costs. We may provide a prepaid shipping label or reimburse you upon receipt.