Refund & Return Policy

Family Mart Retail Private Limited

Last Updated: March 2026

At Family Mart Retail Private Limited, we aim to provide high quality products and excellent customer service. If you are not fully satisfied with your purchase, please review our Refund and Return Policy below.

1. Eligibility for Returns

Products may be returned if they meet the following conditions:

  • Returned within 7 days of delivery
  • Product must be unused and unopened
  • Returned in the original manufacturer packaging / box
  • All original tags, labels and freebies must be included
  • The product must not be damaged or altered after delivery

If a product is returned in an inadequate condition, Family Mart Retail Private Limited reserves the right to reject the return and send the product back to the customer.

2. Non-Returnable Products

The following items cannot be returned unless they are damaged or incorrect at the time of delivery:

  • Perishable goods (fresh fruits, vegetables, meat, dairy products)
  • Frozen food products
  • Chilled food products
  • Personal care or hygiene products once opened
  • Items purchased under Daily Deals / Promotional Offers
  • Gift cards or digital products
  • Clearance or final sale items

Products under Daily Deals are limited time and limited stock promotions. Once ordered and paid, these items are non-refundable.

3. Damaged or Incorrect Products

If you receive a damaged, defective or incorrect product, please contact us within 24 hours of delivery.

Please provide:

  • Your order number
  • Photos of the damaged product
  • Photos of the packaging

After verification, we will arrange a replacement or full refund.

4. Return Process

  • Contact our customer support team
  • Provide your order number and reason for return
  • Our team will guide you through the return process
  • The product may be returned or collected by our delivery team

Return shipping costs may apply unless the product is defective or incorrect.

5. Refund Process

Once the returned product is received and inspected:

  • Approved refunds will be processed within 10 working days
  • The refund will be issued to the original payment method

Additional processing time may be required for the refund to appear in your bank account depending on your bank or financial institution. Family Mart Retail Private Limited cannot be held responsible for delays caused by banks or payment providers.

6. Order Cancellation

Orders may be cancelled before the order has been processed or dispatched. If the order has already been dispatched or delivered, cancellation may not be possible.

7. Exchange Policy

Products may be exchanged if:

  • The item received is damaged, defective or incorrect
  • The request is made within 7 days of delivery

Replacement products will be delivered based on stock availability.

8. Contact Us

Family Mart Retail Private Limited
No. 231, Rendapala Juction, Dodangoda,Kalutara, Sri Lanka. 12020
Email: [email protected]
Phone: (+94) 071 4 700 7005
WhatsApp: (+94) 071 4 700 7005
Website: www.familymart.lk