Refund policy
RETURN AND REFUND POLICY
Last updated: 7 October 2026
Due to the nature of cosmetic ingredients, raw materials and cosmetic products, returns are accepted only in the circumstances described in this policy and subject to applicable law.
Before returning anything, contact Zereniyo (Pvt) Ltd at support@zereniyo.com and obtain return approval and instructions. Items sent back without prior approval may not be accepted.
ELIGIBLE ISSUES
A product may be eligible for return, replacement, full or partial refund, or another appropriate resolution when:
• The wrong product was supplied.
• The product was damaged during delivery.
• Its container arrived broken or severely damaged.
• It leaked substantially during transportation.
• It is materially different from the product ordered.
• It has a confirmed manufacturing defect.
• An item is missing from the order.
• Another problem is confirmed by Zereniyo (Pvt) Ltd after review.
The resolution depends on the nature of the issue, the product condition, available stock and applicable consumer protections.
REPORTING DEADLINE
Inspect your order immediately after delivery. Damage, leakage, incorrect products and missing items should preferably be reported within 24 hours of delivery. Report any other issue as soon as it is discovered.
COSMETIC INGREDIENTS AND RAW MATERIALS
Ingredients and raw materials may be sensitive to contamination, moisture, temperature, oxidation and handling. Opened or used ingredients are generally not returnable unless they are confirmed to have been defective, incorrect or damaged before use.
This applies to products including active ingredients, extracts, carrier oils, essential oils, butters, waxes, emulsifiers, surfactants, preservatives, cosmetic bases, fragrance materials, powders and liquids.
Check the product name, quantity, packaging, batch information and condition before opening or using it.
OPENED, USED OR ALTERED PRODUCTS
For hygiene, safety and product-integrity reasons, we generally cannot accept products that have been opened, used, mixed, diluted, repacked, contaminated, altered or exposed to unsuitable storage conditions. This restriction does not apply to a confirmed defect or where applicable law provides otherwise.
FINISHED COSMETIC PRODUCTS
A finished cosmetic product may be eligible when it was supplied incorrectly, damaged before use, defective or materially different from its description. Opened or used products are generally not returnable unless a confirmed defect or applicable law requires otherwise.
ALLERGIES AND SENSITIVITIES
Cosmetic products and ingredients affect individuals differently. A personal sensitivity, allergy, irritation or other adverse reaction does not automatically mean the product is defective. Review ingredient information and follow all directions and precautions. If a reaction occurs, discontinue use and seek appropriate professional medical advice where necessary.
Requests connected to a reaction are considered individually and subject to applicable law.
INCORRECT, DAMAGED OR LEAKING PRODUCTS
Keep the original product and packaging. Do not dispose of or use the affected item. Contact us with:
• Your order number
• Customer name and contact number
• Delivery date
• Product name
• A description of the issue
• Clear photographs or videos of the product, packaging and shipping label
We may request additional evidence to assess the claim.
DAMAGE AFTER DELIVERY
We are not responsible for damage or deterioration occurring after successful delivery because of improper storage, excessive heat or cold, direct sunlight, moisture, contamination, incorrect handling, customer transportation, opening, repacking, mixing or use contrary to applicable instructions.
EXPIRED OR SHORT-DATED PRODUCTS
Check the expiry date and batch information upon receipt. A return or refund may be considered if an expired product was supplied due to our error. Products that expire after delivery because of prolonged or improper storage are generally not eligible.
CHANGE OF MIND
Returns based only on a change of mind, incorrect product selection or failure to check product specifications may not be accepted, particularly for cosmetic ingredients, raw materials, opened products and specially prepared quantities. Review the product description, size, quantity, specifications and intended use before ordering.
EXCHANGES AND REPLACEMENTS
Where appropriate, we may offer a replacement instead of a refund. Replacement depends on product and batch availability, the nature of the problem and shipping conditions. If the same product is unavailable, we may propose another resolution.
REFUNDS
If a refund is approved, we will notify you after reviewing the request and, where required, inspecting the returned item. The refund will normally be issued to the original payment method or another method agreed with you. Processing time depends on the payment provider or financial institution.
Shipping charges are generally non-refundable unless the return results from our error or another circumstance in which refunding delivery charges is appropriate. Where only part of an order is affected, a partial refund may be offered.
RETURN SHIPPING
If a return is required because we supplied an incorrect, defective or damaged product, we may arrange or reimburse reasonable approved return shipping costs. For another approved reason, the customer may be responsible for return shipping.
RETURN CONDITION
An approved return should generally include the original packaging, labels and all components and be unused where applicable. Product-specific requirements may also apply.
RETURNED OR UNDELIVERED SHIPMENTS
If an order is returned because of an incorrect address, refusal, failure to collect, customer unavailability or failure to respond to the courier, an approved refund will be considered after deducting applicable shipping, return and other non-refundable costs.
PROMOTIONAL, DISCOUNTED AND GIFT CARD ITEMS
Products bought through a promotion, discount, clearance or bundle may have specific return conditions disclosed with the offer. Gift cards are non-returnable except where required by law.
HOW TO REQUEST A RETURN, REPLACEMENT OR REFUND
Email support@zereniyo.com with your order number, customer name, telephone number, delivery date, product name, a description of the issue and clear photographs or videos where relevant.
All requests are subject to verification. We 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 guarantee a full refund.
CONSUMER RIGHTS
Nothing in this policy excludes, restricts or overrides a consumer right or legal protection that cannot lawfully be excluded or restricted.
CONTACT US
Zereniyo (Pvt) Ltd
Website: https://zereniyo.com
Email: support@zereniyo.com
Phone: +94 76 498 4237
Return address: No. 335, Bollegala, Gonawala 11630, Sri Lanka
Please do not send a return until we confirm the applicable instructions.