Refund Policy

Last updated: 10 September 2026

Fashion Hub wants customers to be satisfied with their purchases. This Refund Policy explains when a refund may be requested and how approved refunds are processed.

1. Eligibility for a Refund

You may request a refund if:

• You receive a damaged or defective product

• You receive an incorrect product

• An item is missing from your order

• The ordered product is unavailable after payment

• Fashion Hub cancels a prepaid order

• A returned product meets the conditions stated in this policy

A change of mind, incorrect size selection or personal preference may not qualify for a cash refund. Where possible, we may offer an exchange or store credit.

2. Reporting a Problem

A damaged, defective, incorrect or missing product must be reported within 48 hours of delivery.

Please provide:

• Your order number

• Your name and contact number

• A description of the problem

• Clear photographs or videos of the product

• Photographs of the original packaging and delivery label

Please do not use, wash, repair or alter the product after discovering the problem.

3. Return Conditions

To qualify for a refund, the product should normally be:

• Unused, unworn and unwashed

• In its original condition

• Returned with its original packaging

• Returned with all labels, tags, accessories and complimentary items

• Accompanied by proof of purchase

• Returned within the period confirmed by Fashion Hub

Fashion Hub may refuse a refund if the product has been used, damaged after delivery, altered or returned without its original packaging and accessories.

4. Products That Cannot Normally Be Refunded

Unless the product was delivered damaged, defective or incorrect, refunds may not be available for:

• Earrings and pierced jewellery

• Personal-care or hygiene-related products

• Undergarments and similar intimate products

• Products that have been worn, washed or used

• Products damaged through misuse or improper care

• Personalised or specially ordered products

• Clearance or final-sale products identified as non-refundable

• Gift cards, vouchers or promotional items

• Products without their original labels, packaging or accessories

These restrictions apply subject to customers’ rights under applicable Sri Lankan law.

5. Approval and Inspection

All refund requests are subject to review. Fashion Hub may ask for the product to be returned for inspection before approving a refund.

Receiving a returned product does not automatically guarantee a refund. We will notify you after the inspection and confirm whether the request has been approved or declined.

6. Return Delivery Charges

Fashion Hub will cover reasonable return delivery costs when:

• The product was damaged or defective when delivered

• The incorrect product was sent

• The return resulted from an error by Fashion Hub

For exchanges or returns based on size, preference or another customer-related reason, the customer may be responsible for return and replacement delivery charges.

Products should not be returned without first contacting Fashion Hub and receiving return instructions.

7. Refund Method

Approved refunds will normally be issued through the original payment method.

For cash-on-delivery orders or situations where a refund cannot be returned through the original method, we may request valid bank account details from the customer.

Refunds will only be sent to the customer who placed the order or to an account in that customer’s name, unless another arrangement is verified and approved.

8. Refund Processing Time

Fashion Hub will normally begin processing an approved refund within 3 to 7 working days after approval.

Banks, card issuers and payment providers may require an additional 5 to 14 working days to credit the amount to your account. These external processing times are outside Fashion Hub’s control.

9. Delivery and Payment Charges

Original delivery charges may be refunded when the complete order is returned because Fashion Hub supplied a damaged, defective or incorrect product.

Delivery charges, bank charges and payment-processing fees may not be refundable for change-of-mind returns or unsuccessful deliveries, where permitted by law.

10. Cancelled Orders

You may request cancellation before an order is dispatched. If the order has already been dispatched, it may need to be handled as a return.

If Fashion Hub cancels a prepaid order because an item is unavailable or cannot be supplied, the amount paid for that item will be refunded.

11. Duplicate or Incorrect Charges

If you believe that you were charged twice or charged an incorrect amount, contact us with your order number, payment reference and proof of payment.

We will review the transaction and arrange a refund if an incorrect or duplicate payment is confirmed.

12. Late or Missing Refunds

If an approved refund has not appeared within the expected period:

1. Check your bank or payment account again.

2. Contact your card issuer, bank or payment provider.

3. Contact Fashion Hub with your order number and refund confirmation.

13. Exchanges and Store Credit

Where appropriate, Fashion Hub may offer a replacement, exchange or store credit instead of a monetary refund. We will explain the available options before processing your request.

You are not required to accept store credit when a monetary refund is required under applicable law.

14. Changes to This Policy

Fashion Hub may update this Refund Policy when our products, business practices or legal requirements change. The revised policy will be published on this page with an updated revision date.

15. Contact Us

To request a refund or report a problem, please contact us with your order number and supporting photographs.

Fashion Hub
Website: https://fashionhub.lk
Email: info@fashionhub.lk