Refund & Return Policy

Due to the perishable and food-safety nature of our products, all sales are final. We do not accept returns, exchanges, or cancellations once an order has been placed and dispatched.

We take product quality very seriously. If you receive a product that is:

• Visibly damaged or dented upon delivery
• Leaking or the seal has been broken
• Expired or otherwise unfit for consumption

Please contact us within 48 hours of receiving your order. We will review your claim and, where appropriate, offer a replacement, store credit, or a refund at our sole discretion.

To raise a claim, email us at serendibprime587@gmail.com. Please include your order number, a clear description of the issue, and photographs of the affected product(s).

Where a monetary refund is approved, it will be issued to your original payment method through PayHere, our secure payment gateway, within 7 to 10 business days. Depending on your bank or card provider, it may take additional time for the refunded amount to appear in your account.

All approved refunds are issued back to the original payment method used at checkout - that is, the same payment-initiated media, whether a credit/debit card, mobile wallet, or bank account - through PayHere, our secure payment gateway. We do not issue refunds in cash or to a different account or card.

Refunds are processed within 7 to 10 business days of approval. Depending on your bank or card provider, it may take additional time for the refunded amount to appear in your account.

The following items cannot be returned or refunded under any circumstances:

• Opened or partially consumed products
• Products not stored in accordance with label instructions
• Products purchased on promotion or at a discounted price
• Products for which a claim is raised after 48 hours of delivery

Orders cannot be cancelled once they have been confirmed and dispatched. If you wish to cancel before dispatch, please contact us immediately at the email above. Cancellation before dispatch is subject to availability and is not guaranteed.

Where a cancellation is accepted and payment has already been made, the refund will be issued to your original payment method (the payment-initiated media) through PayHere, as described in Section 3 above.

If your order has not arrived within 7 business days of dispatch, please contact us and we will investigate with our logistics partner.

For any concerns regarding your order, please reach out to us at serendibprime587@gmail.com. We aim to respond within 2 business days.