At BabyStore.lk, we want to ensure you and your family are completely satisfied with your purchases. If you need to raise an issue regarding an order, please review our policy below.
1. How to File a Complaint
You are advised to log a complaint through one of the following contacts immediately upon discovering an issue. Please obtain a complaint reference number for your follow-up:
Complaints will be accepted under the following specific circumstances:
Damaged Goods: The product is visibly damaged upon arrival.
Formulation Issues: Changes in formulation, such as an unusual appearance, separation, or an unpleasant odour.
Insufficient Shelf Life: Products with less than two (2) months of remaining shelf life will be eligible for a complaint.
Change of Mind: Products may be exchanged within three (3) days of receipt. Items must be in resalable condition with all original packaging intact. For hygiene and safety reasons, refunds or exchanges will not be accepted for items that are not in a resalable condition.
3. Allergy-Related Complaints
We understand that certain products may not suit every skin type or dietary requirement. Customers are encouraged to review ingredient lists carefully and consult our support team before making a purchase.
All product information, including ingredients and usage guidelines, is provided by the manufacturer. Customers with known sensitivities or specific ingredient concerns should consult a medical professional prior to ordering.
If an order is placed independently, the customer assumes all related risks, and returns or refunds will not be accepted for allergic reactions.
4. Refund Methods & Costs
Delivery Charges: Delivery charges for returns will not be borne by BabyStore.lk and must be covered by the customer.
Processing: Once a complaint is lodged via our hotline or email, it is forwarded to our customer care department for immediate handling.
Refund Method: If the issue is not due to a fault on the part of BabyStore.lk, no monetary refunds will be provided. Refunds will only be issued as an exchange for another product or a coupon code for future use on our store.
* All policies above are subject to change at the discretion of BabyStore.lk management without prior notice.
