Refund and Returns Policy

Makwil Trading (Pvt) Ltd

Effective Date: 14th June 14, 2026

1. Introduction

At Makwil Trading (Pvt) Ltd, customer satisfaction is important to us. This Refund and Returns Policy outlines the conditions under which products may be returned and refunds or replacements may be provided.

By purchasing products from Makwil Trading (Pvt) Ltd, you agree to the terms set out in this Policy.

2. Eligibility for Returns

Customers may request a return if:

  • The product received is defective or damaged.
  • The wrong product was supplied.
  • The product does not match the description provided at the time of purchase.
  • The product has a manufacturing defect.

To be eligible for a return, the product must:

  • Be returned within 7 days of delivery unless otherwise stated.
  • Be unused and in its original condition.
  • Include all original packaging, accessories, manuals, and documentation.
  • Be accompanied by proof of purchase (invoice or receipt).

3. Non-Returnable Items

The following items are generally not eligible for return or refund unless required by law:

  • Products damaged due to misuse, negligence, or improper handling.
  • Products altered, modified, or repaired by unauthorized persons.
  • Clearance, discounted, or sale items (unless defective).
  • Customized, special-order, or personalized products.
  • Products returned without proof of purchase.
  • Consumable goods that have been opened or used.

4. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please notify us within 48 hours of delivery by contacting our customer service team.

Please provide:

  • Order or invoice number.
  • Description of the issue.
  • Photographs showing the defect, damage, or incorrect item.

Upon verification, we may offer:

  • A replacement product.
  • Repair of the product (where applicable).
  • A refund.

5. Return Process

To initiate a return:

  1. Contact Makwil Trading (Pvt) Ltd using the contact details below.
  2. Provide your order details and reason for return.
  3. Await return authorization and instructions.
  4. Return the product as directed.

Unauthorized returns may not be accepted.

6. Refunds

Once the returned product has been received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be processed within 7–14 business days.
  • Refunds will be issued through the original payment method where possible.
  • Processing times may vary depending on financial institutions and payment providers.

7. Exchanges

Where appropriate and subject to product availability, Makwil Trading (Pvt) Ltd may offer an exchange instead of a refund.

Exchanges are typically provided for:

  • Defective products.
  • Incorrectly supplied products.
  • Products damaged during delivery.

8. Shipping Costs

Where the Return Is Due to Our Error

If the return is the result of:

  • A defective product,
  • A damaged product upon delivery, or
  • An incorrect item supplied,

Makwil Trading (Pvt) Ltd will bear the reasonable return shipping costs.

Where the Return Is Not Due to Our Error

Customers may be responsible for all shipping and handling costs associated with the return.

Original shipping charges are generally non-refundable unless required by law.

9. Inspection and Approval

All returned products are subject to inspection by Makwil Trading (Pvt) Ltd.

We reserve the right to refuse returns or refunds if:

  • The product does not meet return eligibility requirements.
  • The product shows signs of misuse or damage caused by the customer.
  • The return request falls outside the permitted return period.

10. Limitation of Liability

To the extent permitted by law, Makwil Trading (Pvt) Ltd’s liability under this Refund and Returns Policy shall be limited to:

  • Repair of the product,
  • Replacement of the product, or
  • Refund of the purchase price paid.

11. Consumer Rights

Nothing in this Policy is intended to limit or exclude any rights available to consumers under the applicable laws of Sri Lanka.

12. Contact Us

For return requests, refund inquiries, or further assistance, please contact:

Makwil Trading (Pvt) Ltd
Address: 240/3, Moratuwa Road, Piliyandala, Colombo, Sri Lanka.
Telephone: +94 11 299 9333/ +94 77 377 9980
Email: info@makwilgems.com

Last Updated: 14th June 2026

This Refund and Returns Policy should be customized to reflect the actual products, services, and operational practices of Makwil Trading (Pvt) Ltd and reviewed for compliance with applicable laws and regulations.