This Return & Refund Policy governs all purchases made from Nuwara Osu (Private) Limited (“Nuwara Osu”, “Company”, “we”, “our”, or “us”), whether through our official website, retail outlets, authorized distributors, or other approved sales channels.

By purchasing our products, you agree to the terms outlined below.

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1. General Policy Statement

Due to the nature of Ayurvedic, herbal, medicinal, and consumable products, returns and refunds are subject to strict quality control and regulatory compliance standards.

Nuwara Osu prioritizes product safety, hygiene, and customer satisfaction while maintaining compliance with Sri Lankan consumer protection and health regulations.

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2. Eligibility for Returns

A product may be eligible for return only under the following conditions:

2.1 Damaged or Defective Products

Returns will be accepted if:

-> The product was damaged during delivery

-> The product is defective due to manufacturing fault

-> The wrong product was delivered

Customers must notify us within [Insert: 3–7 days] of receiving the product.

Photographic evidence of damage or defect may be required.


2.2 Incorrect Orders

If an incorrect item has been delivered due to Company error, Nuwara Osu will:

-> Replace the product at no additional cost; or

-> Issue a refund, at our discretion

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3. Non-Returnable Items

For health, hygiene, and safety reasons, the following items are strictly non-returnable:

• Opened or used Ayurvedic or herbal products

• Products with broken seals

• Products returned without original packaging

• Products damaged due to misuse, improper storage, or customer negligence

• Clearance or promotional sale items (unless defective)

This policy is implemented to ensure product integrity and consumer safety.

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4. Return Procedure To initiate a return request, customers must:

4.1 Contact us via:

Email: nuwaraosu@sltnet.lk

Phone: +94 81 222 0696

4.2 Provide:

o Order number
o Proof of purchase
o Description of issue
o Supporting images (if applicable)

4.3 Await written authorization from Nuwara Osu before returning any product.

Unauthorized returns may not be accepted

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5. Inspection and Approval

Upon receipt of the returned product:

-> The item will undergo internal quality inspection.

-> Refund or replacement approval is subject to verification.

-> The Company reserves the right to reject returns that do not meet eligibility criteria.

All decisions made following inspection shall be final.

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6. Refund Processing

If a refund is approved:

-> Refunds will be processed within [Insert: 7–14 business days].

-> Refunds will be issued via the original method of payment where possible.

-> Bank processing times may vary depending on the financial institution.

Shipping charges are non-refundable unless the return results from Company error.

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7. Exchange Policy

Exchanges are permitted only in cases of:

-> Damaged or defective products

-> Incorrect items delivered

Exchanges are subject to stock availability.

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8. Wholesale & Distributor Returns

Wholesale, bulk, and distributor purchases are governed by separate contractual agreements.

Unless otherwise specified in a written agreement:

-> Bulk orders are non-refundable once dispatched.

-> Claims for damage or shortage must be reported within [Insert: 48–72 hours] of delivery.

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9. Cancellation Policy

Orders may be cancelled only if:

-> The order has not yet been dispatched; and

-> A written cancellation request is received and confirmed by the Company.

Once dispatched, orders cannot be cancelled.

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10. Limitation of Liability

To the fullest extent permitted by law, Nuwara Osu shall not be liable for:

-> Indirect or consequential losses

-> Loss of business, profit, or opportunity

-> Adverse reactions caused by failure to follow product instructions

Liability shall in all cases be limited to the purchase price of the product in question.


11. Compliance with Sri Lankan Law

This Return & Refund Policy is governed by:

-> The Consumer Affairs Authority Act of Sri Lanka

-> Applicable health and safety regulations

-> Relevant commercial and contract laws of Sri Lanka

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12. Contact Information

For return and refund inquiries, please contact:

Nuwara Osu kandy Sri Lanka

Phone: +94 81 222 0696

Email: nuwaraosu@sltnet.lk

Website: nuwaraosu.com