Returns & Refund Policy
 

At RAD Essentials, we want you to be completely satisfied with every purchase. We carefully check and prepare orders before dispatch, but if you receive an item that is damaged, defective, incorrect, incomplete, or materially different from what you ordered, we are here to help. This Returns & Refund Policy explains when a return, replacement, exchange, or refund may be available for purchases made through RAD Essentials. Where required by applicable Sri Lankan law, nothing in this policy is intended to restrict or remove any consumer rights or remedies that cannot lawfully be excluded.
 

1. Eligible Returns
 

You may request a return or refund where an eligible product is:

• damaged or defective when delivered;

• incorrect or different from the product ordered;

• missing from your order;

• materially different from its description or specifications; or

• otherwise eligible for return under applicable law or the specific return terms displayed for that product.
   

For non perishable products, we generally require return requests to be submitted within 7 days of delivery. Certain products may have different return periods or requirements, which will be stated on the relevant product page or communicated to you at the time of purchase.
 

2. Damaged or Incorrect Items
 

If an item arrives damaged, defective, or incorrect, please contact RAD Essentials as soon as reasonably possible, preferably within 48 hours of delivery, and provide your order details together with photographs or other information that may help us assess the issue. We may arrange a replacement, exchange, collection, or refund depending on the circumstances and product availability.

Where the issue resulted from an error on our part, RAD Essentials will make reasonable efforts to resolve the matter without placing unnecessary costs or inconvenience on the customer.
 

3. Change of Mind Returns
 

For products that are eligible for change of mind returns, the item must generally be unused, unopened, undamaged, and in its original packaging, with all accessories, labels, manuals, and other included materials intact. RAD Essentials reserves the right to decline a change of mind return where the product has been used, opened, damaged, altered, or otherwise cannot reasonably be resold.
 

4. Products That May Not Be Returnable
 

Due to their nature, certain products may not be eligible for return or change-of-mind refunds. These may include perishable food products, fresh produce, meat, dairy products, frozen goods, opened hygiene or personal-care products, products with health or safety restrictions, customised or
personalised products, and items specifically identified as non-returnable.

Where a non-returnable or perishable product arrives damaged, spoiled, defective, or incorrect, please contact RAD Essentials promptly so that we can review the issue and provide an appropriate resolution.
 

5. Refunds
 

Once a return or refund request has been reviewed and approved, RAD Essentials will process the applicable refund for the eligible product. Refunds will generally be made using the same payment method used for the original purchase, where reasonably possible. Where the original payment method cannot be used, we may arrange an alternative refund method after discussing the available option with the customer.
 

The time for a refund to appear in your account may depend on the payment provider, bank, or financial institution involved. RAD Essentials will not be responsible for delays caused solely by a third-party payment provider or financial institution.
 

6. Delivery Charges and Return Costs
 

Where a return or replacement is required because RAD Essentials delivered the wrong product, a damaged product, or a product that was defective or materially not as described, we will make reasonable arrangements regarding the applicable return or replacement costs.
 

Where a return is requested for another reason, including an eligible change-of-mind return, any applicable delivery or return costs may be the responsibility of the customer unless otherwise stated.
 

7. Cancellations
 

You may request cancellation of an order before it has been dispatched. Once an order has been dispatched, cancellation may no longer be possible, and you may instead need to follow the applicable return process.
 

If an order is cancelled by RAD Essentials because a product is unavailable, an obvious pricing error has occurred, payment has not been successfully completed, or another legitimate operational issue arises, any amount already paid for the cancelled portion of the order will be refunded in accordance with this policy.
 

8. Order Issues and Missing Items
 

If an order appears to be incomplete or an item is missing, please contact RAD Essentials promptly after delivery. We may verify the order, delivery information, packing records, and other relevant details before arranging a replacement or refund.
 

9. Exchanges and Replacements
 

Where appropriate, RAD Essentials may offer an exchange or replacement instead of a refund. Replacement is subject to product availability. If the same product is unavailable, we may offer a suitable alternative or refund the eligible amount.
 

10. Promotional and Discounted Items
 

Products purchased as part of a promotion, discount, bundle, clearance offer, or special campaign may be subject to specific return conditions communicated at the time of purchase. Promotional terms will not be used to restrict any consumer rights that cannot legally be excluded.
 

11. How to Request a Return or Refund
 

To request a return, replacement, exchange, or refund, please contact RAD Essentials and provide your order number, the product concerned, the reason for the request, and any supporting photographs or other relevant information. Our team may provide additional instructions depending on the type of product and the nature of the request.
 

12. Fair and Reasonable Resolution
 

We review return and refund requests individually and aim to resolve genuine product and order issues fairly, efficiently, and transparently. RAD Essentials reserves the right to investigate suspected abuse, fraudulent claims, repeated unreasonable return requests, or misuse of this policy. This does not affect any rights available to consumers under applicable law.
 

13. Changes to This Policy
 

RAD Essentials may update this Returns & Refund Policy from time to time to reflect changes to our products, services, operational practices, or applicable legal requirements. Any revised version will be published on this page together with the date it was last updated.
 

Last Updated: 23 August 2026
 

For questions regarding returns, exchanges, or refunds, please contact RAD Essentials at .