Return & Refund Policy

This Return & Refund Policy explains how returns, refunds, and order disputes are handled on NextLanka. Please read it carefully before making a purchase.

1. Marketplace model

NextLanka is a marketplace that connects independent business sellers with buyers. Each seller on NextLanka is an independent business responsible for their own products, fulfilment, and after-sales support. Payments are made directly to sellers via Stripe Connect. NextLanka does not manufacture, stock, ship, or take ownership of any products sold on the Platform, and does not process refunds centrally.

2. Requesting a return or refund

If you receive a product that is damaged, defective, incorrect, or not as described, you should:

1. Contact the seller directly through the in-platform chat or order details page within 7 days of delivery
2. Clearly describe the issue and, where possible, include photos of the product received
3. Allow the seller a reasonable opportunity to respond and propose a resolution (replacement, refund, or partial refund)

3. Seller responsibilities

Sellers are required to respond to return and refund requests in good faith and in a timely manner, and to honor reasonable requests for damaged, defective, or misrepresented goods, consistent with applicable Sri Lankan consumer protection law. Since payments are processed directly between buyer and seller via Stripe Connect, approved refunds are issued by the seller through the same payment method used for the original purchase.

4. Unresolved disputes

If a buyer and seller cannot reach a resolution directly, the buyer may escalate the issue to NextLanka support at support@nextlanka.com with order details and evidence of the issue. NextLanka may, at its discretion, facilitate communication between the parties, request additional information, or take action against a seller's account for repeated or unresolved violations of this policy. NextLanka does not guarantee a specific outcome for escalated disputes, as the underlying contract of sale is between the buyer and the seller.

5. Non-returnable situations

Returns and refunds are generally not available for:

• Change of mind after a bulk/wholesale order has been confirmed and fulfilled
• Products that have been used, altered, or damaged after delivery by the buyer
• Custom or made-to-order products, unless defective
• Delays caused by third-party delivery providers once goods have left the seller's possession, subject to the specific delivery provider's own policies

6. Delivery issues

For orders shipped via third-party delivery partners (e.g. PickMe Flash, Pronto, DHL, Sri Lanka Post), delivery-related issues such as delays or lost shipments should first be reported to the seller, who will coordinate with the delivery provider on your behalf.

7. Subscription fees

This policy covers product purchases between buyers and sellers. Seller subscription fees paid to NextLanka (Basic, Pro, Enterprise plans) are billed monthly and are non-refundable for partial billing periods, except where required by law.

8. Contact us

Questions about this policy can be sent to support@nextlanka.com.