Returns & Exchanges
Everything you need to know about returning or exchanging an order at xora.lk.
You must contact Xora before sending back any product. Returns received without prior authorisation will not be accepted. Call us at (070) 140 7077 or email info@xora.lk to initiate the process.
Contact Us
Call or email us to raise your return or exchange request within the eligible window.
Authorisation
Our team will review your request and provide return instructions and authorisation.
Resolution
Once item is received and inspected, your refund or exchange will be processed.
Return Policy Overview
At Xora, we want you to be fully satisfied with every purchase. If you are not happy with your order, we are here to help. Returns and exchanges are accepted subject to the conditions outlined on this page.
All return requests must be initiated by contacting us directly. Please do not return items without speaking to our team first.
Eligible & Non-Eligible Items
Eligible for Return
- Item received damaged or defective
- Wrong item delivered
- Item significantly different from description
- Unopened items in original packaging
- Items with all tags and accessories intact
Not Eligible for Return
- Used, worn, or washed items
- Items without original packaging
- Perishable goods and groceries
- Intimate or personal hygiene products
- Items marked "Final Sale" or "Non-Returnable"
- Gift cards
Return & Exchange Conditions
To qualify for a return or exchange, the following conditions must be met:
- The return request must be raised within 7 days of receiving the item.
- Items must be in their original, unused condition with all original packaging, tags, and accessories.
- Proof of purchase (order confirmation or receipt) must be provided.
- You must have contacted Xora and received authorisation before sending the item back.
- Items showing signs of use, damage caused by the customer, or missing parts will not be accepted for return.
Exchange Process
If you would like to exchange an item for a different size, colour, or product, please contact us. Exchanges are subject to stock availability.
- Exchanges are offered for items that are defective, damaged, or incorrectly delivered.
- If the desired exchange item is unavailable, we will offer a refund or store credit.
- Exchange shipping costs may apply depending on the situation.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed within 3–7 business days.
- Refunds will be issued via the original payment method where possible.
- Cash on Delivery (COD) orders may be refunded via bank transfer or store credit.
- Original delivery charges are non-refundable unless the return is due to our error.
Delivery Timeframes
For reference, our standard delivery windows for new orders and exchanges are:
Prices and delivery times may change depending on the current situation in the country.
Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect, please contact us immediately — ideally within 24 hours of receiving the delivery. Please have your order number and photos of the issue ready. We will arrange a replacement or refund as quickly as possible.
Need Help?
Our team is available weekdays from 8:00 AM to 9:00 PM. Reach out through any of the following channels: