Refund policy

Last Updated: August 30, 2026

At Ceylora Spices, we take care to ensure that every order is prepared and shipped safely. Because our products are food items, certain restrictions apply to returns and refunds.

1. Cancelling Before Dispatch

You may cancel your order and receive a full refund within 4 hours of placing your order, provided that the order has not yet been shipped.

To request a cancellation, please email hello@ceyloraspices.com with your order number.

Once an order has been handed over to the postal service or delivery carrier, it cannot be recalled or cancelled.

2. If Your Order Does Not Arrive

If your order has not arrived 45 days after the date of dispatch, please email hello@ceyloraspices.com with your order number.

Once confirmed, we will provide a full refund for the undelivered order.

Please allow the full delivery window before contacting us. Standard international postal delivery commonly takes 2–6 weeks, although delivery may take longer when customs processing is delayed.

We cannot provide a refund where non-delivery was caused by:

  • An incomplete or incorrect delivery address provided at checkout.

  • Unpaid customs duties, taxes, or import charges.

  • The parcel being refused upon delivery.

3. If Your Order Arrives Damaged

If your order arrives damaged, please contact us within 14 days of delivery.

Email hello@ceyloraspices.com and provide:

  • Your order number.

  • Clear photographs showing the damage.

  • Photographs of the outer packaging, including any visible damage.

After reviewing the information provided, we will either send you a replacement or provide a full refund.

4. Food Products — Items We Cannot Accept for Return

All products sold by Ceylora Spices are food products.

For food-safety and hygiene reasons, we cannot accept the return of any product that has been opened or has had its seal broken.

Once a seal has been broken, we cannot verify how the product was stored or handled and therefore cannot safely resell it.

This restriction applies as a standard hygiene requirement for sealed food products.

5. Customers in the EU and UK

If you are a consumer in the European Union or United Kingdom, you may have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason.

Nothing in this policy is intended to remove or restrict any statutory rights you may have.

What You Can Return

You may return products that are:

  • Unopened.

  • Unused.

  • Sealed with the original seal intact.

What You Cannot Return

Products that have been opened or had their seal broken cannot be returned for hygiene reasons, subject to the applicable statutory exemptions.

How to Exercise Your Right to Withdraw

To exercise your right of withdrawal, email hello@ceyloraspices.com within 14 days of delivery.

Please include:

  • Your order number.

  • A statement that you wish to withdraw from the purchase.

You do not need to provide a reason.

After notifying us of your withdrawal, you will generally have a further 14 days to send the goods back.

Return Postage

You are responsible for the cost of returning the goods to us in Sri Lanka.

Please be aware that international return postage from Europe may be expensive and could exceed the value of the original order.

We recommend using a tracked delivery service. We cannot issue a refund for a return that we do not receive.

Your Refund

We will issue your refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first, subject to applicable law.

The refund will include:

  • The purchase price of the returned goods.

  • The standard outbound shipping cost, where applicable.

Refunds will be made to your original payment method.

Where permitted by applicable law, we may reduce the refund to reflect any loss in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the goods.

6. Customers in the United States

Shipping Delays

If we are unable to dispatch your order within the timeframe stated in our Shipping Policy, we will notify you and provide the option to either:

  • Wait for the order to be dispatched; or

  • Cancel the order and receive a full refund.

This is intended to comply with applicable requirements under the FTC Mail, Internet, or Telephone Order Merchandise Rule.

Returns

Except in cases involving non-delivery or damaged goods, we generally do not accept returns of food products once they have been dispatched, for the food-safety and hygiene reasons described above.

Some U.S. states may provide additional consumer rights. Nothing in this policy is intended to remove or restrict any rights that cannot legally be waived.

7. How Refunds Are Paid

Approved refunds will be returned to your original payment method within 5–10 business days of approval.

Please note that your bank, credit-card issuer, or payment provider may require additional time to process the refund and display it in your account.

8. Your Statutory Rights

Nothing in this policy affects or limits any statutory consumer rights you may have under the applicable laws of your country.

Where local consumer law provides rights that differ from this policy, those statutory rights will continue to apply.

9. Contact Us

For cancellation, return, damage, or refund requests, please contact us at:

Email: hello@ceyloraspices.com

Ceylora Spices

663/1, Koswathumanana
Karandeniya, Sri Lanka, 80360