Return & Refund Policy

shopup.lk is a marketplace connecting buyers with independent Sellers. The Platform is governed and operated by alteredminds software solutions (Pvt) Ltd. Because products may come from different Sellers, each order (or sub-order) is fulfilled separately. This policy applies to purchases made through the Platform.

By placing an order, you agree to this Return & Refund Policy in addition to our Terms & Conditions.

You may request a return or refund within 7 days of delivery if:

• The product is defective, damaged, or not as described
• The wrong item was delivered
• The product is unused and in its original packaging with tags and accessories intact (where applicable)

For change-of-mind returns, eligibility depends on the Seller's listing and category. Perishable goods, personal care items, custom or made-to-order products, and digital goods may not be eligible unless required by law or unless the item is faulty.

The following are generally not eligible for return unless faulty or required by law:

• Perishable food and grocery items
• Opened hygiene, beauty, or personal care products
• Customised, personalised, or made-to-order items
• Digital products or gift cards after redemption
• Items marked as final sale or non-returnable in the product listing

To start a return or refund request:

1. Sign in to your account and open My Orders to find the relevant order.
2. Contact us at support@shopup.lk or use the Report an Issue page within the return window. Include your order number, a description of the issue, and photos if the item is damaged or incorrect.
3. Our team will review your request and coordinate with the Seller. You may be asked to return the item or provide additional information before a refund is approved.

If a return is approved because the product is defective, incorrect, or not as described, we or the Seller will typically cover return shipping costs or arrange collection where feasible.

For change-of-mind returns where permitted, you may be responsible for return shipping unless otherwise stated at checkout or in the product listing.

Items must be returned in the same condition received, with original packaging. We are not responsible for items lost or damaged during return shipment if you choose your own courier without our approval.

Once your return is received and inspected (or once a refund is approved without a physical return, where applicable), we will notify you of the outcome.

Approved refunds are processed to your original payment method via PayHere. Refunds typically appear within 7–14 business days, depending on your bank or card issuer. This timeframe may be longer during public holidays in Sri Lanka.

Shipping fees are non-refundable except where the return is due to our error, a Seller error, or a defective or incorrect item. Platform or service fees, if any, will be refunded only where required by law or explicitly stated at checkout.

If you cancel an order before it is dispatched, you will receive a full refund to your original payment method. If cancellation is requested after dispatch, standard return eligibility applies once delivery is completed.

We or the Seller may cancel an order if a product is unavailable, payment cannot be verified, or fraud is suspected. In such cases, a full refund will be issued promptly.

If you are not satisfied with the resolution of a return or refund request, contact us at support@shopup.lk with your order details. We will review the case and work toward a fair outcome in line with Sri Lankan consumer protection standards.

We may update this Return & Refund Policy from time to time. Changes take effect when posted on this page. The return window and process applicable to your order are those in effect at the time of purchase, unless a change is required by law.

For return and refund enquiries, email support@shopup.lk.