Returns Policy
Return/Refunds Policy
Should you wish to return anything bought from us online, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging. If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item. We will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods. Returns can be made through either of these options:
1.Returns via courier collection
Complete our online form including: order number, stock number, the reason for the return and whether you want a refund or a replacement.
We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return - free of charge if the goods are incorrect, damaged or faulty.
2. Returns via the Main ODEL store
Simply take the despatch note and the product you wish to return or exchange to the main store and tell the sales assistant you bought it online.
Exchanges
If you would prefer to exchange products, you can do it at any ODEL outlet.
If you wish to contact us please call our HOTLINE +94 (0)11 4426400 any time between 9 a.m. and 7 p.m., from Monday to Saturday, 6 days a week to assist with exchange. We will be unable to release the exchanged product until the original product has been received. However, we can reserve the product to ensure you receive the product of your choice. A delivery charge will apply unless the goods are incorrect, damaged or faulty.
Products we are unable to refund or exchange
The following goods may not be returned except pursuant to your statutory rights: personalised good or goods made to a customer's specifications, goods which, by reason of their nature, are liable to deteriorate or expire rapidly, beds and associated bedding, toiletries, perfumery, cosmetics, pierced earrings, accessories, lingerie, hosiery, millinery, swimwear, food, drinks, periodicals, books and magazines. We are unable to offer a refund or exchange on perishable goods such as food or flowers unless they are faulty. We are also unable to offer a refund or exchange on swimwear or lingerie for reasons of hygiene.
Delivery charges
We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.
Change or cancel an order
If you wish to change or cancel an order, contact our Customer Service Officer +94 (0)11-4625700, +94 (0)11-2882125 any time between 9am and7pm, from Monday to Saturday, 6 days a week. Please have the order number and date of order at hand. If your products have already been delivered, then you will need to follow our returns procedure.
Please note: The above policies are subject to change by ODEL management at anytime without prior notice.
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