Onak.lk · PayHere ready

Return & Refund Policy

This Return & Refund Policy applies to purchases made through Onak.lk, operated by Sunglow Enterprises (Pvt) Ltd. It explains when returns are accepted, how to request them, and how refunds are processed.Effective date: 24 August 2026Last updated: 24 August 2026

1. Overview

We want you to be satisfied with electronics and home appliances purchased from Onak.lk. Returns are accepted only under the conditions below. Change of mind alone does not automatically qualify for a refund unless we expressly agree in writing.

To start a return, contact us within the Return Period with your order number, proof of purchase, clear photos/videos (if damaged/defective), and the reason for return.

2. Return period

  • Electronics & home appliances: You must notify us within 7 calendar days of receiving the item to be considered for return/replacement (Dead on Arrival, wrong item, or verified manufacturing defect at delivery).
  • Items reported after the Return Period may still be handled under the applicable manufacturer warranty (repair/service), not as a standard retail return.
  • Items returned after the Return Period without our prior written approval will not be accepted.

3. Eligibility conditions

A return request may be accepted if all of the following apply:

  • You contacted us within the Return Period
  • The product is unused (except for reasonable inspection) and in the same condition as delivered
  • Original packaging, accessories, manuals, free gifts and warranty cards are included and intact
  • Serial numbers / IMEI (if any) match the purchased unit and have not been tampered with
  • Proof of purchase from Onak.lk is provided

We may require inspection at our showroom/warehouse (348, Waragoda Road, Kelaniya) or via an authorized service partner before approving a replacement or refund.

4. Items / cases not eligible

  • Change of mind / “I don’t like it” after successful delivery (sales are generally final)
  • Products damaged due to misuse, improper installation, unauthorized repair, power surge, or accident
  • Missing accessories, packaging, warranty cards or free promotional items
  • Products with removed, altered or unreadable serial numbers
  • Software, digital products, gift vouchers or clearance “as-is” items (if marked as such)
  • Hygiene-sensitive personal care items (if sold), once opened or used

5. Damage reporting on delivery

  • Please inspect packaging and the product for visible damage at the time of delivery.
  • If damage is visible, note it on the delivery receipt (where applicable) and contact us immediately with photos.
  • Claims for transit damage reported long after delivery without evidence may be declined.
  • For showroom/warehouse pickup orders: inspect the product before leaving. Once collected without reporting visible damage, later physical-damage claims may not be accepted.

6. How to request a return

  1. Email or call us within the Return Period (details below).
  2. Provide order number, product name, issue description and supporting photos/videos.
  3. Wait for our approval and return instructions (do not ship items back without confirmation).
  4. Pack the product securely in original packaging. The customer is responsible for the item until it reaches us in good condition (unless we arrange pickup).
  5. After inspection, we will arrange a replacement (same model where available) or a refund as applicable. Processing typically takes 5-7 business days after we receive and inspect the returned item.

7. Refund policy

  • If a suitable replacement is unavailable, an approved return may receive a refund of the product price paid. Delivery charges paid by the customer for returning an item are generally not refundable unless the return is due to our error (wrong/defective item).
  • Refunds for online card/gateway payments are processed through our payment partner PayHere (or the original payment method). We aim to initiate approved refunds within 3-5 business days after inspection approval.
  • Banks and card issuers may take additional time to post the refund to your account. Sunglow Enterprises is not responsible for bank processing delays.
  • Cash-on-delivery or bank-transfer orders may be refunded by bank transfer to the account details you provide, after verification.
  • Refunds are not provided for change of mind. All such sales are final unless we agree otherwise in writing.

8. Warranty vs returns

After the Return Period, manufacturing defects are normally handled under the product’s warranty terms (repair or authorized service), not as an immediate refund. Keep your invoice and warranty card safe.

Warranty does not usually cover misuse, unauthorized servicing, consumable parts, cosmetic wear, or damage from power issues unless specifically covered by the brand.

9. Contact for returns & refunds