Shipping & Returns

1. Delivery Area

We currently offer delivery within Sri Lanka.

Delivery to certain remote areas may take additional time depending on the courier service and destination.

International shipping may be available for selected products. Customers wishing to place an international order should contact Zereniyo (Pvt) Ltd before placing the order, as some cosmetic ingredients and cosmetic products may be subject to transportation, customs, import or regulatory restrictions.

2. Order Processing

Orders are normally processed within 1-3 business days after payment confirmation.

Orders placed on weekends or public holidays will normally be processed on the next business day.

For certain products, including products that require special handling, repacking, weighing, labeling or additional quality checks, processing may take longer.

If there is a significant delay in processing your order, we will contact you using the contact details provided with your order.

3. Delivery Time

Estimated delivery times within Sri Lanka are generally:

• Colombo and nearby areas: 1-3 business days
• Other areas: 2-5 business days
• Remote areas: Additional time may be required

These are estimated delivery times and are not guaranteed delivery dates.

Delivery may be delayed due to weather conditions, public holidays, courier disruptions, incorrect address information, or other circumstances beyond our reasonable control.

4. Shipping Charges

Shipping charges may be calculated based on:

• Delivery location
• Package weight
• Package size
• Number of items
• Type of product
• Courier service used

The applicable shipping charge will be displayed during checkout or communicated to the customer before order confirmation.

For large or bulk orders, additional shipping charges may apply.

5. Cosmetic Ingredients and Raw Materials

Some cosmetic ingredients may require special packaging or handling because of their physical or chemical properties.

Depending on the product, Zereniyo (Pvt) Ltd may use suitable packaging to minimize the risk of:

• Leakage
• Spillage
• Contamination
• Breakage
• Moisture exposure
• Damage during transportation

Customers should inspect ingredient containers immediately after delivery.

Where applicable, product information, storage instructions and handling requirements should be followed as provided by the manufacturer or supplier.

6. Liquids, Oils and Other Special Products

Certain liquids, oils, fragrances, essential oils and other materials may be subject to courier or transportation restrictions.

If a particular product cannot be shipped using the customer's selected delivery method, Zereniyo (Pvt) Ltd may contact the customer to arrange an alternative delivery method or an appropriate refund, where applicable.

7. Packaging

We make reasonable efforts to ensure that products are securely packed before dispatch.

Packaging may vary depending on the product type, quantity and shipping requirements.

For bulk ingredients, the original manufacturer's packaging may not always be used if the product is supplied in a different pack size or has been repacked for retail sale.

Where a product is supplied in its original manufacturer's unopened packaging, this will be indicated in the product description where applicable.

8. Delivery Address

Customers are responsible for providing a complete and accurate delivery address, including:

• Full name
• Address
• City/Town
• Postal code
• Contact telephone number

Zereniyo (Pvt) Ltd is not responsible for delays, failed deliveries or additional delivery charges resulting from incorrect, incomplete or outdated delivery information supplied by the customer.

9. Courier Delays

Once an order has been handed over to the courier, delivery is subject to the courier's operating procedures and delivery schedule.

Although Zereniyo (Pvt) Ltd will reasonably assist customers in following up delayed shipments, we cannot guarantee the exact delivery time provided by a third-party courier.

10. Damaged or Leaking Packages

Customers should inspect the package immediately upon delivery.

If a package appears to be severely damaged, opened, broken, leaking or tampered with, please contact us as soon as possible and preferably within 24 hours of delivery.

Customers should provide:

1. Order number
2. Photographs of the outer package
3. Photographs of the damaged product
4. Photograph of the shipping label
5. A brief description of the issue

We may request additional information to assess the claim.

Where the damage is confirmed to have occurred during transportation, an appropriate replacement, refund or other resolution may be offered in accordance with our Return & Refund Policy.

11. Missing Items

If an item is missing from your order, please contact Zereniyo (Pvt) Ltd within 24 hours of delivery.

We may verify the order, packing records and shipment details before arranging a replacement or other appropriate resolution.

12. Incorrect Product Received

If you receive a product different from the product ordered, please contact us as soon as possible and preferably within 24 hours of delivery.

Please do not use or open the product if you believe that the wrong product has been supplied.

We will investigate the issue and, where the error is confirmed, provide an appropriate solution.

13. Order Cancellation Before Dispatch

Customers may request cancellation of an order before the order has been dispatched.

Cancellation requests should be made as soon as possible.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable Return & Refund Policy.

14. Returned Shipments

If a shipment is returned to Zereniyo (Pvt) Ltd because of an incorrect address, customer unavailability, refusal of delivery, failure to collect the package, or other circumstances attributable to the customer, additional shipping charges may apply for re-delivery.

Any refund, where applicable, may be processed after deducting applicable delivery or other non-refundable charges.

15. Product-Specific Restrictions

Certain cosmetic ingredients and products may have specific storage, transportation, handling or regulatory requirements.

Customers are responsible for using cosmetic ingredients and cosmetic products only for their intended purpose and in accordance with applicable instructions and safety information.

Zereniyo (Pvt) Ltd does not accept responsibility for misuse, incorrect formulation, improper storage or handling of ingredients after delivery.

16. International Orders

International orders are accepted only for products that can legally and practically be shipped to the destination country.

The customer is responsible for applicable import duties, customs charges, taxes, permits, licenses, regulatory approvals and other charges imposed by the destination country.

Zereniyo (Pvt) Ltd cannot guarantee that a product will be permitted for import into another country.

Customers should check the applicable import requirements of their destination country before placing an international order.

17. Contact Us

For shipping or delivery inquiries, please contact:

Zereniyo (Pvt) Ltd
Website: Zereniyo.com
E-mail: support@zereniyo.com
Contact Number: +94 76 498 4237

Please provide your order number when contacting us regarding an existing order.

Zereniyo (Pvt) Ltd reserves the right to update this Shipping Policy from time to time.

1. General Return Policy

Due to the nature of cosmetic ingredients and cosmetic products, returns are accepted only under the circumstances specified in this policy and subject to applicable law.

Before returning any product, customers must contact Zereniyo (Pvt) Ltd and obtain confirmation or instructions regarding the return.

Products returned without prior approval may not be accepted.

2. Products Eligible for Return or Replacement

A product may be eligible for a return, replacement or refund if:

• The wrong product was sent.
• The product was damaged during delivery.
• The product container is broken or severely damaged.
• The product has leaked substantially during transportation.
• The product received is materially different from the product ordered.
• The product has a confirmed manufacturing defect.
• An item is missing from the order.
• Another issue is confirmed by Zereniyo (Pvt) Ltd after investigation.

The final resolution will depend on the nature of the issue and may include a replacement, refund, partial refund or another appropriate resolution.

3. Time Limit for Reporting an Issue

Customers should inspect their order immediately after delivery.

Issues relating to damage, leakage, incorrect products or missing items should preferably be reported within 24 hours of delivery.

For other product-related issues, customers should contact us as soon as the issue is identified.

4. Cosmetic Ingredients and Raw Materials

Because cosmetic ingredients and raw materials may be sensitive to contamination, moisture, temperature, oxidation and handling, returns of opened or used ingredients are generally not accepted, unless the product is confirmed to be defective, incorrect or damaged before use.

This may include:

• Active ingredients
• Extracts
• Carrier oils
• Essential oils
• Butters
• Waxes
• Emulsifiers
• Surfactants
• Preservatives
• Cosmetic bases
• Fragrance materials
• Powdered ingredients
• Liquid ingredients

Customers should verify the product name, quantity and packaging condition before opening or using the product.

5. Opened or Used Products

For hygiene, safety and product-integrity reasons, we generally do not accept returns of products that have been:

• Opened
• Used
• Mixed
• Diluted
• Repacked
• Contaminated
• Altered
• Exposed to unsuitable storage conditions

This restriction does not apply where the product is confirmed to have a manufacturing defect or where applicable law provides otherwise.

6. Finished Cosmetic Products

For finished cosmetic products, returns may be considered where the product is incorrectly supplied, damaged before use, defective or materially different from the product description.

Products that have been opened or used may not be eligible for return unless the issue relates to a confirmed defect or another circumstance covered by applicable law.

7. Allergic Reactions or Skin Reactions

Cosmetic products and cosmetic ingredients may affect individuals differently.

A personal sensitivity, allergy, irritation or other adverse reaction does not automatically mean that a product is defective.

Customers should review ingredient information and follow recommended directions and precautions before use.

If an unexpected reaction occurs, discontinue use and seek appropriate professional medical advice where necessary.

Any refund or return relating to a reaction will be considered on a case-by-case basis and subject to applicable law.

8. Incorrect Product Received

If you receive an item different from the item ordered, please contact Zereniyo (Pvt) Ltd as soon as possible.

Please provide:

1. Order number
2. Photograph of the product received
3. Photograph of the shipping label
4. Photograph of the product packaging
5. Description of the issue

If the error is confirmed to be from Zereniyo (Pvt) Ltd, we may arrange a replacement, return or refund as appropriate.

9. Damaged or Leaking Products

If an item arrives damaged or leaking:

1. Keep the original packaging.
2. Do not dispose of the damaged product.
3. Take clear photographs of the package and product.
4. Take a photograph of the shipping label.
5. Contact Zereniyo (Pvt) Ltd as soon as possible.

Where the claim is approved, an appropriate replacement or refund may be provided.

10. Products Damaged After Delivery

Zereniyo (Pvt) Ltd is not responsible for damage caused after successful delivery due to incorrect storage, excessive heat or cold, direct sunlight, moisture exposure, contamination, incorrect handling, customer transportation, opening or repacking, mixing with other materials, or use contrary to manufacturer's instructions.

Customers are responsible for storing ingredients and products according to applicable storage instructions.

11. Expired or Short-Dated Products

Customers should check the expiry date, batch information and product condition upon receipt.

A return or refund may be considered if an expired product was supplied due to an error by Zereniyo (Pvt) Ltd.

Products that expire after delivery due to prolonged or improper storage by the customer will generally not be eligible for return or refund.

12. Change of Mind

Returns based solely on a change of mind, incorrect product selection or failure to check product specifications before ordering may not be accepted, particularly for opened cosmetic ingredients and raw materials.

Customers are encouraged to review the product description, size, quantity, specifications and intended use before placing an order.

13. Refunds

Where a refund is approved, the refund amount will depend on the circumstances of the claim.

Depending on the payment method and circumstances, refunds may be processed through the original payment method or another method agreed with the customer.

Processing times may vary depending on the payment provider or financial institution.

Shipping charges may be non-refundable unless the return is due to an error by Zereniyo (Pvt) Ltd or another circumstance where a refund of shipping charges is applicable.

14. Replacement

Where appropriate, Zereniyo (Pvt) Ltd may offer a replacement instead of a refund.

Replacement availability will depend on product availability, the nature of the problem, batch availability and shipping conditions.

If the same product is unavailable, we may offer an alternative resolution.

15. Partial Refunds

In certain circumstances, a partial refund may be offered where only part of an order is affected, a portion of a product was damaged, or another mutually acceptable resolution is appropriate.

16. Return Shipping Costs

If the return is required because Zereniyo (Pvt) Ltd supplied an incorrect, defective or damaged product, we may arrange or reimburse reasonable return shipping costs, subject to approval.

If a return is approved for another reason, the customer may be responsible for the return shipping cost.

17. Return Condition

Where a return is approved, the product should generally be returned:

• In its original packaging
• With all included components
• With labels intact
• In unused condition, where applicable

Additional requirements may apply depending on the product.

18. Returned Shipments

If an order is returned because of an incorrect address, refusal of delivery, failure to collect the package or failure to respond to the courier, any refund will be considered after applicable shipping, return and other non-refundable costs.

19. Promotional and Discounted Products

Products purchased under special promotions, discounts, clearance offers or bundle offers may be subject to specific return conditions.

Any special return conditions will be communicated on the relevant product or promotional offer where applicable.

20. How to Request a Return or Refund

To request a return, replacement or refund, please contact Zereniyo (Pvt) Ltd with:

• Order number
• Customer name
• Contact number
• Date of delivery
• Product name
• Description of the issue
• Clear photographs or videos where relevant

Our team may request additional information before approving a return, replacement or refund.

21. Inspection and Approval

All return and refund requests are subject to verification.

Zereniyo (Pvt) Ltd may inspect the product, packaging, photographs, batch information, order records and delivery information before determining the appropriate resolution.

Approval of a return does not automatically mean that a full refund will be issued.

22. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict or override any consumer rights or legal protections that cannot lawfully be excluded or restricted under applicable law.

23. Contact Us

For return, replacement or refund inquiries, please contact:

Zereniyo (Pvt) Ltd
Website: Zereniyo.com
E-mail: support@zereniyo.com
Contact Number: +94 76 498 4237

Please include your order number when contacting us about an existing order.

Zereniyo (Pvt) Ltd reserves the right to update this Return & Refund Policy from time to time.