"Fair for Both , You and Us"

Refunds, Returns & Defective Products Policy

Applies to: Timely.lk and designlab.timely.lk

1. General Statement

Timely.lk and designlab.timely.lk offer custom-made products tailored specifically to your order. Due to the personalised nature of our products, refunds and returns are handled only under the specific conditions outlined below.

By placing an order, you agree to the terms in this policy.

2. Refund Eligibility

Refunds are issued only if:

  • You do not receive the product within 45 calendar days from the order placement date.

  • And we have not communicated with you regarding the dispatch or any delays during these 45 days.

Important: The 45-day period covers the time from order placement until the product is shipped. Once we confirm shipment, this 45-day timeframe ends.
Delivery time after shipping is handled by third-party couriers and is not included in the 45-day period and is beyond our liability.
For larger or special orders, agreed extended production timelines may apply and will be communicated at the time of order.

In such cases, you may request a full product cost refund.

3. Defective or Incorrect Items

If the product you receive is defective or incorrect (such as the wrong size or design due to our error):

  • The item must not be worn or used.

  • You must inform customer support within 48 hours of receiving the item.

  • The product must be returned in its original packaging and in the same condition as received.

  • Contact customer support with your order details and clear photos of the issue.

After verification, we will arrange a free reprint and resend of the corrected product.

4. Cancellation Policy

Orders cannot be cancelled once placed.

  • If you wish to request a cancellation, you must contact customer support immediately.

  • Any cancellation approval is at our sole discretion and requires you to bear all costs incurred up to that point, including production, materials, and other expenses.

  • Refunds, if any, will be processed only after deducting these costs.

Please ensure you review your order carefully before submitting.

5. Size and Design Changes

  • Refunds or replacements are not provided for size changes or errors made by the customer.

  • If the wrong size is sent due to our error, we will provide the correct size at no additional cost.

  • Requests for changes after order placement, including design or size changes, are not eligible for refunds or reprints.

6. How to Request a Refund or Reprint

To initiate any request related to refunds or reprints, please contact us with:

  • Your Order Number

  • Description of the issue

  • Photographic evidence (if applicable)

Contact us via:
📧 Email: sayhello@timely.lk
📱 WhatsApp: +94 70 230 3404

7. Final Notes

  • Refunds and reprints will be considered only within the specified timeframes and with valid proof.

  • Delivery delays caused by third-party couriers or external factors are not covered by this policy.

  • This policy aims to maintain fairness and ensure quality service for all customers.

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