Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at invoicing@ceccatocolombo.lk. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at invoicing@ceccatocolombo.lk.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at invoicing@ceccatocolombo.lk.

At Ceccato Colombo (Pvt) Ltd, we take great care to ensure that all products are supplied in good condition and meet our quality standards.

If you receive an incorrect, damaged, defective, or otherwise unsatisfactory product, please contact us as soon as possible so that our team can review the issue and assist you.

1. Reporting an Issue

Any issue with an order must be reported to Ceccato within 48 hours of receiving the goods.

Please provide:

  • Your name and contact details
  • Order or invoice number
  • Product name and quantity affected
  • A description of the issue
  • Clear photographs or videos showing the product, packaging, and any damage or defect

Please retain the affected product and its original packaging until our team has reviewed the matter. We may request that the product be returned to us for inspection.

Claims submitted after the above period may not be eligible for a return, replacement, exchange, or refund.

2. Food, Frozen & Perishable Products

Due to food safety, hygiene, and storage requirements, food, frozen, chilled, and other perishable products cannot be returned or exchanged due to a change of mind.

We will review claims where:

  • The incorrect product was supplied
  • The product was damaged at the time of delivery
  • The product was defective or showed a verified quality issue at the time it was received
  • The product was not within its stated shelf life at the time of delivery

For frozen, chilled, or temperature-sensitive products, customers are responsible for ensuring that the products are stored according to the storage instructions provided once delivery has been completed.

Ceccato cannot accept responsibility for deterioration or damage resulting from incorrect storage, improper handling, temperature fluctuations, interruption of the cold chain, or other conditions occurring after the products have been delivered and accepted.

3. Non-Food Products

Non-food products may be eligible for return or exchange if they are:

  • Incorrectly supplied
  • Damaged upon delivery
  • Defective
  • Significantly different from the product ordered

Products must be returned in their original condition and, where applicable, with their original packaging, accessories, manuals, labels, and other components.

Products that have been used, damaged after delivery, improperly stored, altered, or incorrectly handled may not be eligible for return or exchange.

4. Change-of-Mind Returns

Unless otherwise agreed by Ceccato in writing, we do not accept returns or provide refunds simply because a customer has changed their mind, ordered the incorrect product, or no longer requires the product.

We therefore encourage customers to carefully review product specifications, quantities, dimensions, compatibility, and other relevant information before placing an order.

5. Inspection & Approval

All return, refund, replacement, and exchange requests are subject to review and approval by Ceccato.

Depending on the nature of the issue, we may request photographs, videos, batch information, storage information, or the return of the affected product for inspection.

The submission of a claim does not automatically guarantee a refund, replacement, or exchange.

6. Refunds, Replacements & Exchanges

Where a claim is approved, Ceccato may, depending on the circumstances:

  • Replace the affected product
  • Exchange the product
  • Issue a credit note
  • Provide a refund for the affected product

The appropriate resolution will be determined based on the nature of the issue and the circumstances of the order.

Approved refunds will normally be processed using the original payment method wherever possible. Processing times may vary depending on the payment provider or financial institution.

7. Delivery Damage

Customers are encouraged to inspect their order as soon as it is received.

Where visible damage has occurred during delivery, please notify us immediately and provide photographs of both the affected product and the external packaging.

Where delivery is arranged independently by the customer or through a courier selected by the customer, responsibility for the goods passes to the customer once the goods have been handed over to the nominated courier, subject to applicable law.

8. Products Not Eligible for Return

Unless the product was incorrectly supplied, damaged, defective, or otherwise required to be accepted under applicable law, we generally cannot accept returns for:

  • Food and beverage products
  • Frozen or chilled products
  • Perishable goods
  • Opened or partially consumed products
  • Products that have not been stored according to the required storage conditions
  • Products damaged due to improper use or handling
  • Products specifically ordered, imported, produced, or customised for a customer
  • Products without proof of purchase

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders that have already been dispatched, prepared specifically for the customer, specially imported, or otherwise committed to fulfilment may not be eligible for cancellation or refund.

Any cancellation is subject to confirmation by Ceccato.

10. How to Request a Return or Report a Problem

To request a return, exchange, replacement, or refund, or to report an issue with your order, please contact:

Ceccato Colombo (Pvt) Ltd
Email: greta.rocchi@ceccatocolombo.lk
Telephone / WhatsApp: +94 77 820 6109

Please include your order or invoice number and all relevant information regarding the issue so that we can assist you efficiently.

11. General

Ceccato reserves the right to assess each return, refund, replacement, or exchange request individually based on the circumstances of the order and the condition of the goods.

Nothing in this policy is intended to limit or exclude any rights available to customers under applicable Sri Lankan consumer protection laws.