At Seylan Gems, customer satisfaction is our top priority. If you are not fully satisfied with your purchase, we provide a straightforward, transparent 7-day return and refund policy compliant with Google Merchant Center requirements.
1. 7-Day Return Window
We offer a 7-day return policy. You have 7 calendar days from the date your package is delivered to request a return.
The 7-day timer begins automatically when your package status updates to "Delivered" or when you click "Confirm Delivered" inside your customer portal dashboard.
2. How to Request a Return via Portal
To initiate a return, use our self-service customer portal:
- Log in to your account at aliphs.liveshop.cloud.
- Navigate to My Profile > My Orders.
- Locate the delivered order within the 7-day return window and click the "Request Return" button.
- Select the reason for your return (e.g., Defective, Damaged in Transit, Incorrect Item Received, Change of Mind).
- Attach photo or video evidence showing the condition of the item and its packaging.
- Once submitted, our team will review your request and provide dispatch instructions.
3. Return Eligibility & Conditions
To qualify for a valid return and full refund, mobile phones and accessories must meet the following criteria:
- The product must be unused, undamaged, and in pristine condition.
- All original packaging, protective films, box seals, manuals, warranty cards, and bundled accessories must be intact.
- For smartphones and tablets, all personal accounts (e.g., Apple ID, Google Account, Samsung Account) must be logged out, and screen locks/passcodes must be completely disabled prior to returning the device.
4. Return Shipping Costs & Methods
- Defective, Damaged, or Incorrect Items: Seylan Gems covers 100% of the return courier fees. We will arrange a courier pickup or reimburse standard local return postage.
- Change of Mind: The customer is responsible for covering return postage or courier charges to our store address.
- Return Method: Approved returns must be shipped back using a trackable local courier service (e.g., SL Post, Pronto, Domex, PromptX, Koombiyo) or dropped off at our physical store address.
5. Refund Processing via PayHere
Once your returned item is received and passes quality inspection at our warehouse, you will receive an automated email/SMS update regarding approval or rejection.
Approved refunds will be issued directly through PayHere back to your original payment account (Credit/Debit Card, Mobile Wallet, or Internet Banking) or via local bank transfer.
Standard refund processing takes 3 to 7 business days following inspection approval.
6. Contact Us for Return Support
If you have questions regarding a return, please contact our support team: