Return & Refund Policy

1. The short version

• ·Tell us within 7 days of delivery if anything is damaged, incorrect or defective.
• ·Send a photo — it usually saves you having to return the item at all.
• ·Sealed, unopened packets in original condition can be returned within 7 days.
• ·Opened food packets cannot be returned for hygiene and food safety reasons, unless the product itself is defective.
• ·Approved refunds are issued to your original payment method.

2. What we will always put right

Contact us and we will replace the item or refund you in full, including delivery charges, if:

• ·The packet arrived damaged, torn, leaking or with a broken seal.
• ·You received the wrong product, the wrong weight, or the wrong quantity.
• ·The product was past its best-before date on arrival, or so close to it that you could not reasonably use it.
• ·The spice is spoiled, contaminated, infested, or clearly not of the quality described.
• ·Your order never arrived, and tracking does not show a completed delivery.

3. Opened packets and food safety

Ground spices are consumable goods. Once a packet has been opened, we cannot verify how it has been stored, and we cannot resell it or return it to stock. For that reason we do not accept returns of opened packets where the reason is simply a change of mind, or a preference about flavour strength or aroma.

This does not affect your rights where the product itself is defective. If an opened packet is spoiled, contaminated or not what was described, tell us — we will deal with it as a quality complaint, not a return.

4. What we cannot accept

• ·Opened packets returned because of a change of mind.
• ·Items reported more than 7 days after delivery, unless the defect could not reasonably have been found sooner.
• ·Products that have deteriorated because they were stored in heat, damp or direct sunlight after delivery.
• ·Natural variation in colour, coarseness or aroma between harvests — see the note below.
• ·Items bought from a third-party seller or reseller rather than directly from us.

Our spices are single-origin and unblended, so colour and aroma vary slightly from harvest to harvest. That variation is a normal characteristic of natural spice, not a defect — but if a batch seems genuinely wrong to you, contact us and we will look into it.

5. How to make a claim

• ·Message us on WhatsApp at +94 70 382 1428, or email info@uweserendib.com, within 7 days of delivery.
• ·Give us your order number — you will find it in your confirmation email and in your account under Orders.
• ·Attach clear photographs of the product, the packet seal and the outer parcel.
• ·We will respond within 2 working days with either a replacement, a refund, or a request to return the item.

Please keep the product and its packaging until the claim is settled. If we ask you to return an item, we will confirm the return address in writing first — do not send anything back before we have.

6. Refunds

Approved refunds are issued to the original payment method used at checkout. Once we confirm the refund, it is normally processed within 7 working days on our side; how quickly it then appears on your statement depends on your bank or card issuer.

Where a return is due to our error — a damaged, incorrect or defective item — we cover the cost of return delivery. Where an item is returned unopened for any other agreed reason, return delivery is at your cost, and the original delivery charge is not refunded.

7. Cancelling an order

If your order has not yet been dispatched, contact us and we will cancel it and refund you in full. Once a parcel has been handed to the courier we cannot recall it, but you can still make a claim under this policy after it arrives.

8. Your statutory rights

Nothing in this policy limits the rights you have as a consumer under the Consumer Affairs Authority Act No. 9 of 2003 or other applicable Sri Lankan law.

9. Contact us

For anything relating to a return, replacement or refund, contact LK MARKETING (PVT) LTD:

• ·WhatsApp / Hot Line: +94 70 382 1428 or +94 77 305 0396
• ·Email: info@uweserendib.com
• ·Post: Beralapanathara Road, Kubokka, Mathara, Sri Lanka