At Exact Extract, we strive to ensure you are completely satisfied with your purchase. Please read our refund, return, and cancellation policy carefully:
1. Returns
We accept returns for products under the following conditions:
- Eligibility: The product must be unused, unopened, and in its original packaging.
- Return Period: Returns must be initiated within 7 days of receiving the product.
- Process: To initiate a return, please contact our customer service team at info@exactextract.lk with your order details and reason for return. We will provide further instructions on how to return the item.
Shipping Costs: Customers are responsible for return shipping costs unless the return is due to a mistake on our part (e.g., wrong product delivered).
2. Refunds
Refunds are processed under the following conditions:
- Refund Approval: Once we receive and inspect the returned product, we will notify you of the status of your refund.
- Refund Method: Approved refunds will be processed to your original payment method within 7-10 business days.
Non-Refundable Items: Items that are opened, used, or damaged by the customer are not eligible for a refund. Shipping fees are non-refundable unless the return is due to an error on our part.
3. Cancellations
You can cancel your order under the following conditions:
- Before Shipment: Orders can be cancelled before they are shipped. To cancel, please email info@exactextract.lk or contact us at 071 111 5999.
- After Shipment: If your order has already been shipped, you will need to follow the return process to receive a refund.
- Cancellation Fees: There are no cancellation fees if cancelled before shipment.
4. Damaged or Defective Products
If you receive a damaged or defective product, please contact us immediately at info@exactextract.lk with your order details and photos of the damage. We will arrange for a replacement or refund as quickly as possible at no extra cost.
5. Non-Returnable/Non-Refundable Products
Due to hygiene reasons, certain products such as opened fragrances cannot be returned or refunded unless they are defective or damaged upon receipt.