Buyer Protection
Every purchase on Bizhub.lk is automatically covered. If something goes wrong, we step in — no questions asked.
7-Day Return Window
Changed your mind or received the wrong item? You have 7 days from delivery to raise a return request.
Fast Refund Promise
Once your return is approved, we process refunds within 3–5 business days directly to your original payment method.
01 — Policy Overview
Our Commitment to You
At Bizhub.lk, we believe in empowering both buyers and Sri Lankan businesses. Our Returns & Refunds Policy is designed to be fair, transparent, and straightforward — protecting buyers while maintaining trust for our verified sellers nationwide.
Whether you received a damaged item, the wrong product, or simply changed your mind, our dedicated resolution team is here to help you every step of the way.
Bizhub Buyer Protection Always Applies
Every order placed through Bizhub.lk is automatically covered by our Buyer Protection Program at no extra cost. You are never left without recourse — even if a seller is unresponsive, we step in to resolve it.
02 — Eligibility
What Can Be Returned?
Return eligibility depends on the product category, its condition at arrival, and the reason for return. The table below provides a clear overview of common scenarios:
| Scenario | Eligible? | Window |
|---|
| Item received damaged or broken | Yes | 7 days from delivery |
| Wrong item delivered | Yes | 7 days from delivery |
| Item significantly differs from listing | Yes | 7 days from delivery |
| Item not delivered (lost in transit) | Yes | 14 days from order date |
| Change of mind (unused, original packaging) | Conditional | 7 days from delivery |
| Defective digital product / download | Conditional | 48 hours from purchase |
| Item opened & partially used | No | Not eligible |
| Perishable / consumable items (used) | No | Not eligible |
| Custom-made or personalised items | No | Not eligible |
Item Must Be in Original Condition
For change-of-mind returns, items must be unused, in original packaging with all tags still attached. Items showing signs of use, washing, damage by buyer, or modification will not be accepted for a change-of-mind return.
03 — Return Process
How to Request a Return
We've made the return process as straightforward as possible. Follow these steps to initiate a return or refund request on Bizhub.lk:
1
Log in & Go to My Orders
Visit bizhub.lk and log in to your account. Navigate to 'My Orders' from the dashboard and locate the order you wish to return.
Takes ~1 minute2
Click 'Request Return or Refund'
Select the specific item(s) you want to return and click the 'Request Return / Refund' button. Choose your reason from the dropdown and provide a brief description.
Upload photos if applicable3
Await Seller Response
The seller will review your request and respond within 48 hours. You'll receive a notification via email and on-site when they reply.
48-hour seller response window4
Ship the Item Back (if applicable)
If approved, securely pack the item in its original packaging and ship it using the return label or address provided by the seller. Keep your tracking number.
Seller covers shipping for faulty items5
Refund Issued
Once the seller confirms receipt and we verify the return, your refund is initiated immediately. You'll receive a confirmation email with the expected credit date.
3–5 business daysCan't access your account?
If you're having trouble logging in, contact our support team directly at support@bizhub.lk or call +94 71 491 1257with your order number and we'll initiate the process manually.
04 — Refund Timeline
When Will I Get My Money Back?
Refund processing times vary depending on your payment method. Once we approve your return and the seller confirms receipt, here's what to expect:
Estimated Refund Timeline by Payment Method
1–2 Days
Bizhub Wallet Credit
2–5 Days
Visa / Mastercard (Card Payment)
3–5 Days
Bank Transfer (Local Banks)
5–7 Days
koko / Mintpay (BNPL)
7–10 Days
International Cards / PayPal
Bank Processing Delays
Once Bizhub.lk initiates the refund, the remaining processing time is handled by your bank or payment provider. We recommend waiting the full window before contacting your bank. If the issue persists beyond 14 days, reach out to us and we'll investigate directly.
05 — Exceptions
Items That Cannot Be Returned
Certain product types are excluded from our standard returns policy for health, safety, or practical reasons:
Food & Perishables
Medicines & Supplements
Opened Cosmetics & Personal Care
Digital Downloads (after access)
Custom / Personalised Items
Opened Baby Care Products
Live Plants & Seeds
Items Without Original Tags
Event Tickets & Vouchers (used)
Non-Returnable Items Still Qualify for Buyer Protection
If a non-returnable item arrives in a condition significantly different from the listing — for example, food listed as fresh but spoiled on arrival, or a counterfeit product — our Buyer Protection still applies. File a dispute and our team will investigate.
06 — Dispute Resolution
When Seller & Buyer Disagree
We understand that disputes can arise. If a seller rejects your return request and you believe the decision is unfair, you can escalate the case to our Resolution Centre within 48 hoursof the seller's response.
Our trained mediation team will review evidence from both sides — photos, messages, listing details, and delivery confirmation — and issue a final decision within 5 business days. Decisions are guided by our Seller & Buyer Standards Policy with the goal of always reaching a fair outcome.
Tips to Win a Dispute
Take clear photos of the item immediately upon arrival. Keep all original packaging. Screenshot the product listing before contacting the seller. Save all communication through Bizhub.lk messages — never share your personal phone number with a seller.
Need Help with a
Return or Refund?
Our support team is available Monday–Saturday, 9AM–6PM (SLST). We're here to help you resolve any issue quickly.
