Returns and Refunds

Return, Refund, and Cancellation Policy

This policy sets out how Sarubima handles cancellation requests, eligible returns, and refunds for orders placed on our website and paid through PayHere or other approved methods.

Effective date: March 20, 2026Need help? Contact our support team

Order cancellations

Customers may request a cancellation before an order is dispatched. Once an order has been packed, shipped, or handed over to the courier, cancellation may not be possible and return rules will apply instead.

If a PayHere card payment has already been captured for a cancelled order, any approved refund will be processed back through the original payment method whenever possible.

Items eligible for return

You may contact us for a return if the item delivered is damaged, defective, expired, materially different from the description, or incorrect due to our error.

Return requests should be raised within 7 days of receiving the order unless a different period is required by law or stated for a specific product.
Products should be unused and returned with original packaging, labels, accessories, and proof of purchase where applicable.
Perishable goods, opened consumables, customized items, and products damaged after delivery by misuse or improper storage may not qualify for return.

Refund approval and timing

Once a return or cancellation is approved, Sarubima will review the order, payment status, and product condition before issuing a refund, replacement, store credit, or another suitable remedy.

Refund timing depends on the original payment method and banking system. Refunds for PayHere card payments may take several business days to appear on your card or bank statement after they are submitted.

Non-refundable charges

Original delivery charges and return shipping costs may be deducted or remain non-refundable when the return is not due to our error, a defective item, or a failed fulfilment on our side.

How to request support

To request a cancellation, return, or refund, contact our support team with your order number, contact details, reason for the request, and photos if the item arrived damaged or incorrect.

If your issue involves a PayHere payment, include the payment reference or transaction details shown on your receipt so we can reconcile the transaction faster.