Refund and Returns Policy

Last Updated: 13 August 2026

Thank you for shopping with Epic Store (Pvt) Ltd through EpicStore.lk.

We aim to provide genuine products and a reliable shopping experience. This policy explains the conditions applicable to returns, exchanges, refunds, damaged products and warranty-related issues.

1. Change-of-Mind Returns

Customers may request a change-of-mind return within 7 calendar days of receiving the product.

Change-of-mind returns are accepted only at the discretion of Epic Store and only where the product:

• Is completely unused;
• Has not been activated, registered or paired with an account;
• Is in its original condition;
• Includes the original packaging;
• Includes all accessories, manuals, cables, free gifts and other supplied items;
• Has intact serial numbers, security labels and seals; and
• Is in a condition suitable for resale as new.

Opening the packaging of certain electronic products may make the item ineligible for a change-of-mind return.

2. Activated or Opened Electronic Products

Due to the nature of electronic products, the following may not be accepted for change-of-mind returns after activation, registration, pairing or use:

• Mobile phones;
• Tablets;
• Laptops and computers;
• Smart watches and wearable devices;
• Earphones, earbuds and similar personal-use products;
• Gaming consoles;
• Software and digital licences;
• Products linked to Apple, Google, Samsung, Microsoft or other user accounts;
• Products containing activated subscriptions or digital services.

This restriction does not affect legitimate claims relating to defective, damaged or incorrectly supplied products.

3. Damaged, Defective or Incorrect Products

If you receive a product that is:

• Damaged during delivery;
• Defective on arrival;
• Missing an item or accessory; or
• Different from the product ordered,

please contact Epic Store as soon as reasonably possible.

We may request photographs, videos, serial numbers, packaging information or other evidence to verify the issue.

After inspection, Epic Store may, depending on the circumstances:

• Replace the product;
• Repair the product;
• Provide the missing item;
• Offer an appropriate alternative; or
• Issue a refund.

The appropriate remedy will depend on the nature of the issue, warranty conditions and product availability.

4. Products That Cannot Normally Be Returned

We generally cannot accept returns for:

• Products damaged through misuse or negligence;
• Products with physical, liquid or accidental damage after delivery;
• Products that have been modified or tampered with;
• Products repaired by an unauthorised party;
• Products with removed or altered serial numbers;
• Products returned without essential accessories or components;
• Activated digital products, software or licence keys;
• Custom-ordered or specially sourced products where this was disclosed before purchase;
• Items that cannot reasonably be resold for hygiene reasons once opened.

5. Warranty

Warranty coverage varies depending on the product, manufacturer, supplier and warranty type.

The warranty specified on the relevant product page, invoice, receipt or warranty document will apply to that purchase.

Warranty claims may require inspection before approval.

Unless specifically covered by the applicable warranty, warranty generally does not cover damage resulting from:

• Accidents;
• Physical damage;
• Liquid or moisture;
• Improper charging or power supply;
• Misuse;
• Unauthorised repairs;
• Modifications;
• Software modifications;
• Improper installation; or
• Normal wear and tear.

6. Exchanges

Where an exchange is approved, replacement is subject to stock availability.

If the requested replacement is unavailable, we may offer:

• Another equivalent product;
• Store credit where agreed with the customer; or
• A refund where appropriate.

Any price difference applicable to an agreed product exchange must be settled before the replacement is issued.

7. Refunds

Once a returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will normally be made to the original payment method where possible.

For payments made through card processors, PayHere, Koko, banks or other third-party payment providers, the refund may also be subject to the respective provider’s processing procedures and timelines.

Epic Store cannot control delays occurring after an approved refund has been submitted to a bank, card issuer or payment provider.

8. Delivery Charges

Original delivery charges are generally non-refundable for change-of-mind returns.

Where a return results from an error by Epic Store, such as an incorrect, verified defective or delivery-damaged product, reasonable return or replacement delivery arrangements will be made by us.

For approved change-of-mind returns, the customer may be responsible for returning the product to Epic Store.

9. Order Cancellation

Customers should contact us as soon as possible if they wish to cancel an order.

If an order has already been dispatched, cancellation may be treated as a return and this policy will apply.

Orders for specially sourced products may not be cancellable after sourcing has commenced if this condition was communicated when the order was placed.

10. Inspection

Receiving a returned product does not automatically constitute acceptance of a refund or exchange.

Epic Store reserves the right to inspect the product and verify:

• Condition;
• Serial number;
• Accessories;
• Packaging;
• Activation status;
• Warranty status; and
• Reason for return.

11. Consumer Rights

Nothing in this policy is intended to exclude or restrict any rights or remedies available to a customer under applicable laws of Sri Lanka.

12. Contact Us

For a return, refund, exchange or warranty request, contact:

Epic Store (Pvt) Ltd
Website: EpicStore.lk
Call / WhatsApp: +94 71 300 0311

Please provide your order number or invoice number when contacting us.