Overview
At KAALA Kalaththewa Luxury Eco Resort, we strive to provide a seamless and satisfying experience. Our refund and return policy lasts 30 days. If more than 30 days have passed since your purchase, we unfortunately cannot offer a full refund or exchange.
This policy applies primarily to gift vouchers, digital products, and merchandise purchased through our website. It does not apply to confirmed room bookings—please refer to our Booking Terms & Conditions for those details.
Eligibility for Returns
To be eligible for a return or refund:
- The item must be unused and in the same condition that you received it.
- It must be in the original packaging.
- A receipt or proof of purchase is required.
- Items must be returned within 30 days of delivery.
Non-Returnable Items
Certain items cannot be returned, including:
- Confirmed room bookings (see cancellation policy)
- Gift cards or gift vouchers (unless unused and within 30 days)
- Downloadable or digital content
- Health, wellness, or personal care items
- Any perishable items (e.g., welcome snacks or food packages)
- Personalized or customized goods
Partial Refunds May Be Granted (If Applicable)
- Items showing clear signs of use or wear
- Items not in their original condition, damaged, or missing parts not due to our error
- Any return request made after the 30-day return period
Refunds
Once we receive and inspect your returned item, we will send you an email notification of receipt and whether your refund is approved.
If approved, a refund will be processed and a credit will be applied to your original payment method within a few business days.
Late or Missing Refunds
If you haven’t received your refund:
- Recheck your bank account or payment platform.
- Contact your credit card provider or bank — refunds may take time to be posted.
- If you’ve followed these steps and still haven’t received your refund, please contact us at kaalakalaththewa@gmail.com.
Sale Items
Only regular-priced items may be refunded. Sale items are non-refundable.
Exchanges
We replace items only if they are defective or damaged. If you need to exchange for the same item, please email kaalakalaththewa@gmail.com and send your item to our resort address:
KAALA Kalaththewa Luxury Eco Resort
21, Arunagama, Kurundankulama,
Kalaththewa, Anuradhapura, Sri Lanka.
Phone: +94257818122
Gifts
If the item was marked as a gift and shipped directly to you, you may receive a gift credit upon return. If the item was not marked as a gift, the refund will be issued to the original purchaser.
Shipping Returns
You are responsible for paying your own shipping costs for returning items. Shipping costs are non-refundable.
If you receive a refund, the return shipping cost will be deducted from your refund.
We recommend using a trackable shipping service or purchasing shipping insurance for high-value returns. We cannot guarantee that we will receive your returned item.
Need Help?
For any questions regarding returns, exchanges, or refunds, please contact us at:
📧 kaalakalaththewa@gmail.com
📞 +94257818122