Healing Island provides a customer-friendly return and refund policy aligned with global e-commerce standards. This policy balances hygiene concerns for personal care items with fair exceptions for order errors. It ensures transparency, quick resolutions, and builds trust for Sri Lankan and international shoppers.
Eligibility for Returns and Refunds
Full refunds or free replacements apply within 14 days of delivery for verifiable issues like,
- Missing items
- Damaged/leaking products
- Wrong items shipped
- Expired goods
Customers must provide photos, an invoice, and batch details promptly. Personalised or hygiene-sensitive items (e.g., opened soaps, oils, scrubs) remain non-returnable to prevent contamination, mirroring policies from global standards.
Ineligible Cases
Refunds or exchanges do not cover allergic reactions (perform a patch test first and review ingredients online), tampered packaging, missing documentation, or claims after 14 days. Used or opened products due to hygiene risks are excluded, as standard in skincare retail worldwide.
Return Process
Contact [email protected] or WhatsApp (+94) 767 700 056 within 48 hours of delivery with order number, issue description, and evidence (photos/videos). We’ll issue a return label for eligible cases; ship back unopened items in original packaging. Local Sri Lankan returns process in 3-5 days; international in 7-10 days.
Online Purchases
Online purchases can be returned to HEALING ISLAND, Union Place, Colombo outlet for fast processing.
We regret that original shipping charges are non-refundable unless the return was due to an error on our part.
Refund Timeline and Methods
Approved refunds are processed within 5-7 business days via store credits. Special offers or discounts given at the time of purchase will be adjusted when the refund is processed. Gift certificates/vouchers cannot be returned or exchanged. Track status via email updates; no fees for valid claims.
Additional Support
For queries, reach our Colombo-based team Mon-Sat 9 AM-5 PM. This policy complies with Sri Lankan consumer laws and global best practices for handmade wellness products.
International Returns
Due to customs and duty restrictions, refunds/returns are not applicable for international orders.
However, if a refund or replacement is required due to product defects, HEALING ISLAND will cover the shipping cost from Sri Lanka to the original delivery
*** HEALING ISLAND monitors Return & Refund activity for abuse and reserves the right to limit returns or exchanges.
All returns are subject to validation and approval at HEALING ISLAND’s discretion.
THIS POLICY IS EFFECTIVE FOR ALL PURCHASES MADE ON AND AFTER 01 January 2026.
