Refund & Return Policy

1. Eligibility for Returns

Customers may request a return, exchange, or refund when:

• The product received is damaged or defective.
• An incorrect product was delivered.
• The product is materially different from its description.
• The product is missing essential components or accessories.
• The product does not meet applicable legal requirements or warranties.

All requests will be reviewed according to the circumstances, available evidence, and applicable consumer rights.

2. Return Request Procedure

To request a return or refund, please follow these steps:

1. Contact LOOKOUT.LK customer support at support@lookout.lk or 076 191 1112.
2. Provide your order number and purchase details.
3. Explain the reason for requesting a return or refund.
4. Provide clear photographs or videos of the product and packaging, if relevant.
5. Our support team will review your request and provide further instructions.

Please contact us promptly after identifying a problem so that we can investigate and resolve the matter efficiently.

3. Conditions for Returned Products

Where reasonably possible, customers should retain:

• The original product packaging.
• Accessories, manuals, and included components.
• The invoice or order confirmation.
• Any relevant warranty documents.

For change-of-mind returns, products may need to be unused, in their original condition, and accompanied by their original packaging.

These conditions do not remove statutory remedies for products that are defective, damaged, or otherwise non-compliant with applicable law.

4. Non-Returnable Products

Certain products may not qualify for discretionary change-of-mind returns, including:

• Opened cosmetics and personal hygiene products.
• Used personal care items.
• Perishable products and certain food items.
• Customized or personalized products.
• Products damaged through misuse after delivery.

These exclusions apply only where permitted by law and do not override customers’ statutory rights relating to faulty or misdescribed goods.

5. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect item, please contact our support team as soon as reasonably possible.

Depending on the circumstances and applicable law, an appropriate remedy may include:

• Replacement of the product.
• Exchange for the correct item.
• Repair, where appropriate.
• Partial or full refund.

Where LOOKOUT.LK is responsible for a delivery error or non-compliant product, reasonable return arrangements will be provided in accordance with applicable law.

6. Refund Processing

Once a refund request has been reviewed and approved, our support team will notify the customer.

• Refunds will generally be processed through the original payment method where available.
• Alternative refund arrangements may be offered when appropriate.
• Processing times may depend on banks, payment gateways, and the original payment method.
• Any applicable refund amount will be communicated to the customer.

Refunds will be handled within applicable legal timeframes.

7. Exchanges

Eligible products may be exchanged depending on product availability and the reason for the request.

If a replacement product is unavailable, we will discuss appropriate alternatives or a refund where applicable.

8. Order Cancellations

Customers who wish to cancel an order should contact us as soon as possible.

• Orders not yet dispatched may be eligible for cancellation.
• Orders already dispatched may require a return request.
• If LOOKOUT.LK cannot fulfill a prepaid order, an appropriate refund will be arranged.

9. Return Shipping Charges

Return shipping arrangements depend on the reason for the return.

• For incorrect, damaged, or defective products, reasonable return costs will be addressed in accordance with applicable law.
• For approved change-of-mind returns, customers may be responsible for return delivery charges where disclosed and permitted.

10. Warranty-Related Claims

Certain products may carry manufacturer or supplier warranties.

Warranty coverage, duration, and procedures may vary depending on the product.

Manufacturer warranty terms do not replace any mandatory consumer rights under applicable law.

11. Promotional and Discounted Items

Products purchased during promotions or special offers remain subject to applicable consumer protection rights.

Additional conditions for discretionary change-of-mind returns may be stated in the relevant promotion.

12. Refund Disputes

If you are dissatisfied with the outcome of a refund or return request, please contact our customer support team.

We will review the matter and seek an appropriate resolution consistent with applicable law.

13. Changes to This Policy

LOOKOUT.LK may update this Refund and Return Policy from time to time.

Updates will be published on this page and will not retrospectively remove customers’ accrued statutory rights.

14. Contact Information

For returns, refunds, exchanges, or order cancellation inquiries, contact: