Final Touch (finaltouch.lk) – Refund and Returns Policy
Last Updated: [Insert Current Date – e.g., October 26, 2023]
At Final Touch, we are committed to providing you with high-quality beauty, fashion, and cosmetic products. Your satisfaction is important to us. Please read our Refund and Returns Policy carefully before making a purchase.
General Return Conditions
Due to the nature of our products (beauty, fashion, and cosmetics), we adhere to strict hygiene and quality control standards. Most items are considered final sale once opened or used.
We only accept returns and offer refunds/exchanges under the following specific conditions:
Damaged or Defective Products: If you receive an item that is damaged during transit or is clearly defective upon arrival.
Incorrect Product Received: If you receive a product that is different from what you ordered (e.g., wrong item, wrong shade, wrong size).
Unopened and Unused Condition: For certain non-cosmetic/non-fragrance fashion items (e.g., scarves, specific accessories that are sealed), returns may be accepted if the item is returned in its original, unopened, unused, and resalable condition with all original tags, seals, and packaging intact. This will be at the sole discretion of Final Touch.
We DO NOT accept returns or offer refunds/exchanges for:
Change of Mind: We do not accept returns for “change of mind” reasons.
Allergic Reactions: While we strive to provide product information, we are not responsible for individual allergic reactions to products. We recommend reviewing product ingredients before purchase.
Used, Opened, or Tampered Products: For hygiene reasons, any beauty or cosmetic product that has been opened, used, or had its original seal broken cannot be returned or exchanged.
Sale or Promotional Items: Items purchased during a sale, promotion, or with a discount code are generally considered final sale and may not be eligible for returns or exchanges, unless they are damaged/defective.
Products without original packaging, tags, or seals.
Timeframe for Returns
You must notify us of any damaged, defective, or incorrect products within 3 calendar days of receiving your order. Notifications made after this period may not be eligible for a return or exchange.
How to Initiate a Return/Exchange
If your item meets the conditions above, please follow these steps:
Contact Us: Email our customer service team at finaltouchlk@gmail.com or call us at 0711307167 within the specified timeframe.
Provide Details: In your email, please include:
Your Order Number.
A clear explanation of the issue (e.g., “damaged item,” “incorrect product”).
Photographic Evidence: Clear photographs or a short video showing the damage, defect, or incorrect item, as well as the original packaging.
Await Instructions: Our team will review your request and provide you with further instructions on how to proceed. Do not send the item back until you receive confirmation and instructions from us.
Return Shipping (Sri Lanka)
Damaged/Defective/Incorrect Items: If the return is due to our error (damaged, defective, or incorrect product), we will arrange for the return shipping or cover the cost of return shipping. We may ask you to ship the item via a local registered post (e.g., SL Post or a local courier).
Other Accepted Returns: In rare cases where an unopened, unused item is accepted for return (e.g., specific fashion accessories), the customer is responsible for the return shipping costs.
Refunds & Exchanges
Refunds:
Once your returned item is received and inspected by us, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original method of payment (e.g., credit card, bank transfer). Please allow 5-10 business days for the refund to reflect in your account, depending on your bank’s processing times.
Refunds will be for the product’s purchase price only; original shipping charges are non-refundable unless the return is due to our error.
Exchanges:
If you are eligible for an exchange (e.g., for a damaged/defective item), we will arrange for the replacement product to be sent to you as quickly as possible, subject to stock availability.
Cancellations
Orders can only be cancelled if they have not yet been processed for shipping. Please contact us immediately if you wish to cancel an order. Once an order has been dispatched, it cannot be cancelled, and our standard return policy applies.