Refund policy
RETURN & REFUND POLICY
Brand4U – Your Trusted Skincare Store
At Brand4U, customer satisfaction is our priority. We are committed to providing authentic, high-quality skincare, haircare, and beauty products to our customers across Sri Lanka.
To ensure a transparent and reliable shopping experience, we have established the following Return and Refund Policy.
1. RETURN WINDOW
We have a same-day return policy, meaning customers must request a return within same day of receiving their order if there is an issue with the product.
Return requests submitted after this period may not be accepted, except where required by applicable law.
2. ELIGIBILITY FOR RETURNS
To qualify for a return, the product must be in the same condition as received, unused, with its original packaging, seals, labels, and accessories where applicable.
Customers must also provide an order number, receipt, or other proof of purchase.
Returns are accepted for the following reasons:
- Damaged or defective products.
- Incorrect or wrong products delivered.
- Missing products or incomplete orders.
- Expired or near-expiry products (less than 3 months remaining before expiry).
- Genuine product authenticity or quality concerns, subject to verification.
Important: Due to the hygienic and personal-care nature of skincare, cosmetics, and beauty products, we do not accept returns for a change of mind after delivery.
Products that have been used, opened, altered, or damaged after delivery are generally not eligible for return unless the issue relates to a product defect or another right protected by applicable law.
3. RETURN SHIPPING CHARGES
Customers are responsible for all return shipping and courier charges.
- Return shipping charges must be paid by the customer.
- Customers are responsible for arranging the return shipment using a reliable courier service.
- Brand4U does not provide free return shipping or prepaid return courier labels.
- Original shipping costs and other charges, where applicable, are subject to the relevant refund terms and applicable law.
Where applicable consumer protection laws require Brand4U to cover return costs or provide another remedy, those legal requirements will apply.
4. RETURN PROCESS
To request a return, please contact our customer support team within same day of receiving your order.
Email: brandu400@gmail.com
Phone / WhatsApp: +94 75 747 6848
Please provide:
- Your order number.
- The reason for the return.
- Clear photographs showing the product issue.
- An unboxing video, if available.
Once your return request has been reviewed and approved, our support team will provide return instructions.
Customers must not send products back without receiving return approval.
Return Address:
Brand4U
Puthukkudyruppu,
Erukkalampiddy,
Mannar, Sri Lanka.
The customer must bear the applicable return courier charges, except where otherwise required by law.
5. DAMAGED OR MISSING PRODUCTS
If your order arrives damaged, contains incorrect products, or has missing items, please contact Brand4U within same day of delivery.
We recommend recording a video while opening your package.
An unboxing video can help us verify the issue and process your complaint more efficiently. However, the absence of an unboxing video does not automatically invalidate a legitimate claim.
Our team will review the available evidence and provide an appropriate resolution.
6. EXCHANGES
Currently, Brand4U does not offer direct exchanges for changes in product preferences.
If you receive an incorrect, damaged, or defective product, please contact our support team to arrange an appropriate resolution.
Eligible returns may be refunded after inspection and approval, allowing customers to place a new order for their preferred product.
This does not affect any exchange, replacement, or other remedy required by applicable consumer protection law.
7. REFUNDS
Once we receive and inspect the returned product, our team will notify you whether the refund has been approved or rejected, along with the reason.
Approved refunds will normally be processed within 10 business days.
For online payments, refunds will generally be issued through the original payment method where supported.
For Cash on Delivery (COD) orders, approved refunds may be processed through bank transfer or another mutually agreed payment method.
Please note that banks and payment service providers may require additional time to credit the refunded amount.
Customer-paid return courier charges are generally non-refundable, except where required by applicable law.
8. ORDER CANCELLATION POLICY
Before Dispatch
Customers may request cancellation before their order has been dispatched by contacting Brand4U customer support.
After Dispatch
If an order has already been dispatched, customers should contact our support team immediately.
Cancellation may be subject to courier and delivery status. Refusing delivery does not automatically guarantee that an order qualifies for a full refund.
Cancellation Refunds
For eligible prepaid order cancellations, approved refunds will normally be initiated within 1–2 business days, subject to payment provider processing times.
Any applicable customer-paid return or shipping charges will be handled according to this policy and applicable law.
9. NON-RETURNABLE PRODUCTS
For hygiene and safety reasons, the following products are generally not eligible for return due to a change of mind:
- Opened skincare products.
- Used cosmetics and beauty products.
- Opened lip care products.
- Used haircare products.
- Products with damaged or removed hygiene seals.
- Products damaged due to improper customer handling.
This restriction does not apply where a product is defective, not as described, or where the customer has rights under applicable consumer protection law.
10. CUSTOMER SUPPORT
For questions, complaints, returns, cancellations, or refund-related enquiries, please contact us.
Business Name: Brand4U
Email: brandu400@gmail.com
Phone / WhatsApp: +94 75 747 6848
Address: Puthukkudyruppu, Erukkalampiddy, Mannar, Sri Lanka.
Website: https://brand4u.online
Brand4U reserves the right to review return requests and update this policy where necessary, subject to applicable laws and consumer rights.
Thank you for shopping with Brand4U – Your Trusted Skincare Store.