Refund, Return & Cancellation Policy

Effective Date: 07th September 2026

Thank you for shopping with Lamaa World Toys (Pvt) Ltd. We are committed to providing quality toys and children's products and ensuring a safe, reliable and convenient shopping experience.

This Refund, Return & Cancellation Policy explains the circumstances under which products purchased through our website may be returned, exchanged, cancelled or refunded.

By placing an order with us, you acknowledge and agree to this policy, subject to any rights available to you under applicable laws of Sri Lanka.

1. Returns

We accept eligible returns within 7 days from the date of delivery, provided that:

• The product is unused and in its original condition.
• The product is returned with its original packaging, labels, accessories and accompanying items.
• The product has not been damaged, modified, assembled or used beyond reasonable inspection.
• Proof of purchase/order details are provided.
• The product is not excluded under the Non-Returnable Products section.

For hygiene, safety and product-protection reasons, certain children's products may not be eligible for return once opened or used.

All returns are subject to inspection and approval by Lamaa World.

2. Change-of-Mind Returns

Where a customer changes their mind after receiving an order, Lamaa World may accept the return at its discretion, provided that the product satisfies the return conditions stated above.

For approved change-of-mind returns:

• Original delivery/shipping charges may not be refundable.
• The customer may be responsible for return delivery charges.
• Applicable delivery, handling or other costs incurred by Lamaa World may be deducted from the refundable amount where legally permissible.

This provision does not limit any statutory rights relating to defective, damaged, incorrectly supplied or non-conforming products.

3. Damaged, Defective or Incorrect Products

If you receive:

• a damaged product;
• a defective product;
• an incorrect product; or
• a product that materially differs from the product ordered,

please contact Lamaa World within 48 hours of delivery.

Where possible, please provide:

• Order number;
• photographs/videos of the product;
• photographs of the packaging;
• description of the issue; and
• any other information reasonably requested by Lamaa World.

Customers should retain the product and original packaging until the matter has been reviewed.

Following investigation, Lamaa World may, depending on the circumstances and product availability:

• provide a replacement;
• provide an exchange;
• arrange a repair where appropriate; or
• provide an applicable refund.

The 48-hour notification requirement is intended to help us promptly investigate delivery-related damage, shortages and incorrect deliveries.

4. Refunds

Where a refund is approved, Lamaa World will normally refund the customer using the same payment method originally used for the transaction, where technically and operationally possible.

The refund process will depend on the payment method used.

4.1 PayHere / Card Payments

For eligible card payments processed through PayHere, Lamaa World may initiate the refund through the PayHere merchant platform or applicable PayHere refund mechanism.

PayHere currently states that card payments can be refunded through PayHere. Same-day refunds may be processed as instant refunds, while refunds after settlement may be processed as delayed refunds. PayHere states that delayed refunds may take 5–10 days or longer to appear on the customer's card.

The actual time for the refund to reach the customer's account is dependent on the relevant bank, card issuer, payment network and payment provider.

4.2 Bank Transfer Payments

Where an order was paid through direct bank transfer, an approved refund will normally be made by bank transfer to the customer's verified bank account.

For security and fraud-prevention purposes, Lamaa World may request the following before processing the refund:

• Customer name;
• Order number;
• Bank name;
• Account holder name;
• Account number; and
• Branch or other information reasonably required to verify the account.

Lamaa World may require that the refund account reasonably corresponds with the original purchaser/order details.

4.3 Cash on Delivery (COD)

For orders paid through Cash on Delivery, no payment will have been collected online at the time of ordering.

Where a COD order is eligible for a refund after payment has been collected, Lamaa World will normally process the refund through bank transfer or another mutually agreed method, subject to verification of the customer's details.

We may request the customer's bank account information to process such refunds.

Lamaa World will not normally issue cash refunds through delivery personnel or couriers.

5. Cancellation of Orders

Customers may request cancellation of an order before the order has been dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

Lamaa World reserves the right to cancel or decline an order where:

• The product is unavailable;
• There is an obvious pricing or product-description error;
• The order contains incorrect or incomplete information;
• Payment cannot be verified or completed;
• Fraudulent or suspicious activity is suspected;
• The requested delivery cannot reasonably be completed; or
• Circumstances beyond our reasonable control prevent fulfilment.

Where Lamaa World cancels an order for which payment has already been received, an applicable refund will be processed.

6. Products That Cannot Normally Be Returned

For safety, hygiene and product-integrity reasons, the following products may not normally be eligible for return once opened or used:

• Personal hygiene-related children's products;
• Products where opening the packaging may compromise hygiene or safety;
• Products that have been materially used, assembled or damaged by the customer;
• Customized or personalized products;
• Gift cards or vouchers, where applicable; and
• Products specifically identified on the relevant product page as non-returnable.

However, these exclusions do not apply where the product is defective, damaged before delivery, incorrectly supplied, materially different from what was ordered, or where applicable law provides the customer with a right to a remedy.

7. Product Safety

As Lamaa World sells toys and children's products, customers, parents and guardians are responsible for reviewing and following the manufacturer's:

• Age recommendations;
• Safety warnings;
• Assembly instructions;
• Usage instructions; and
• Other applicable product guidance.

Parents, guardians and caregivers should supervise children where required by the product instructions or nature of the product.

To the extent permitted by applicable law, Lamaa World is not responsible for injury or damage resulting from misuse, improper assembly, unauthorized modification, failure to follow manufacturer instructions, or use contrary to the stated age, safety or operating requirements of the product.

8. Return Shipping

Where a return is required because:

• The wrong product was supplied;
• The product arrived damaged;
• The product is defective; or
• The error was caused by Lamaa World,

we will make reasonable arrangements regarding return delivery.

For approved change-of-mind returns, the customer may be responsible for applicable return delivery costs.

9. Refund Processing Time

Once a returned product has been received and inspected, Lamaa World will notify the customer of the outcome.

Approved refunds will normally be initiated within 5–7 business days after the return has been received and approved.

The time taken for the funds to reach the customer may vary depending on the payment method, bank, card issuer, payment gateway or other financial institution.

For PayHere card refunds, the customer's bank/card issuer may require additional processing time.

10. Partial Refunds

Where only part of an order is eligible for a refund, Lamaa World may issue a partial refund where appropriate.

The refundable amount will be determined based on the eligible product(s), applicable delivery charges and circumstances of the return.

Please note: PayHere's standard refund process currently supports full refunds for card payments; where a partial refund is required, Lamaa World may process the applicable amount manually.

11. Proof of Purchase & Verification

To process a return, exchange or refund, Lamaa World may request:

• Order number;
• Customer name;
• Contact details;
• Proof of payment;
• Photographs/videos;
• Delivery information;
• Product packaging; and
• Other reasonable information necessary to verify the transaction.

This information may be required to protect both the customer and Lamaa World against fraudulent or unauthorized refund claims.

12. Fraudulent or Abusive Refund Claims

Lamaa World reserves the right to investigate suspected fraudulent, abusive or repeated refund/return claims.

Where there are reasonable grounds to suspect:

• Fraudulent activity;
• False damage claims;
• Payment fraud;
• Misuse of the return policy;
• Repeated abusive claims; or
• Unauthorized transactions,

we may request additional evidence or information and temporarily suspend processing while the matter is investigated.

Where appropriate and legally permitted, relevant information may be shared with payment providers, banks, courier partners or competent authorities for investigation.

13. Payment Disputes and Chargebacks

Customers are encouraged to contact Lamaa World first so that we can investigate and attempt to resolve genuine payment or order-related issues.

Where a customer initiates a payment dispute or chargeback through their bank, card issuer or payment provider, Lamaa World may provide relevant:

• Order records;
• Payment records;
• Delivery confirmation;
• Customer communications;
• Product information; and
• Other transaction evidence

to the relevant financial institution or payment provider for investigation.

PayHere distinguishes between a merchant refund and a chargeback initiated through a card or payment provider in relation to a disputed or potentially fraudulent transaction.

14. Delivery Refusal / Failed COD Delivery

For Cash on Delivery orders, customers are expected to accept and pay for confirmed orders at the time of delivery.

Where a customer refuses an order without a valid reason after the order has been dispatched, Lamaa World reserves the right to recover reasonable delivery, return-to-origin or other directly incurred costs where legally permissible.

Repeated refusal of COD orders may result in Lamaa World restricting or declining future COD orders for that customer.

15. Bank Transfer Orders

For bank-transfer orders, an order will normally be processed only after Lamaa World has verified receipt of the applicable payment.

Customers should retain their bank transfer confirmation until the order has been successfully delivered.

A payment reference, bank slip or transaction confirmation may be requested to verify payment.

16. Contact Us

For return, cancellation or refund requests, please contact:

Lamaa World Toys (Pvt) Ltd.

173/7 G1, Mihindu Mawatha, Dehiwela, Sri Lanka

Website: www.lamaaworld.lk

Email: hello.lamaaworld@gmail.com

Phone/WhatsApp: 077 127 7112

Contact us about a return