Warranty Policy

All warranty periods indicated are from Onme.lk , unless otherwise noted, and are limited by the manufacturer's warranty policies. Actual manufacturer warranty periods may vary depending on product and manufacturer and may be longer than the warranty period covered by Onme.lk . Please refer to the manufacturer's website or product manuals/packaging for more information.

Generally, the manufacturer's limited warranty will only cover the product for manufacturing defects and will not cover any physical damage to the product from misuse, dropping, any damage, etc. In no way does Onme.lk warrant any product for fitness of use or for representations made by the manufacturer.

All communication for update/feedback on complaint tickets created is made either by email or by call.
 In the event an email update or a call is unanswered for 3 days, the complaint ticket would need to be closed and a new complaint ticket would need to be created, provided the item is still under warranty.

Claimable Product(s)

Product(s) can be claimed for warranty based on the following conditions:

  • Product(s) should not be in used condition and should not show that it was previously used.
  • Save the original seal.
  • No software should be installed or deleted.
  • No unauthorized software should be installed.
  • Product(s) should have the complete original packaging (if product was sold in original packaging).
  • Saved accessories, consumables included with the Product(s), components, labels, accompanying documentation and software, and etc.
  • Shipping fee and processing fee is non-refundable
  • Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.
  • In order to ensure that complaints are registered and processed successfully, all claims need to be filed online from our website.
Unclaimable Product(s)

Product(s) that cannot be claimed for warranty based on the following conditions:

  • Non-warranty products (refer to Quick and Hassle-free warranty).
  • Cables wires, cords, cables which are released by the meter CD, Cartridges, or any Consumable product.
  • Product(s) which are refurbished or sold with a special super low price (Marked down products, Flash Sales, Seasons Sales, Special offers, Today Deals, Open Box, Daily Deals or any other Product(s) which have been sold with discount)
  • Hygiene and personal care Product(s) that include but not limited to; wax, perfumes, cosmetics, and etc.
  • Physically damaged Product(s).
  • Missing or incomplete Product(s).
  • Free-size or Multi color Product(s) cannot be claimed. (Product(s) listed on the Site as multi-color, free-size, assorted color, assorted design, etc. are items on which size/color cannot be guaranteed and is subject to availability.)
  • Product(s) accessories (only main item can be claimed for warranty).
  • Please ensure that you only return item(s) that have been claimed successfully in the complaint ticket. Onme.lk shall not be liable for any incorrect or additional item(s) received from customer.

Refund Policy

To claim for a Refund, please check if the purchased Product(s) fall under the warranty as per the Warranty Policy. If the Product(s) fall under warranty, then you can claim for Refund based on the following conditions:

  • Customer can claim for Refund for the purchased Product(s) within 3 days from the date of receiving the Product(s).
  • After the 3 days of the delivery, Product(s) may only be repaired as per the Repair policy.
  • Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.
  • Amount of the Refund only covers the amount of Product(s) purchased.
  • Shipping and payment processing charges are non-refundable.
  • If a coupon, discount, or special offer was part of the original order, the amount will be deducted as well.
  • Refunds will be made through the original mode of payment selected at the time of order generation.
  • Onme.lk reserves the right to compensate the claim in terms of Coupon as and when it deems fit.
Return Process

If the Product(s) is qualified for the Return, then please follow the below process to claim for a Return:

  1. Raise a Complaint: Use this guide to raise a complaint and save Complaint Number for future reference.
  2. Review: Our support team will review the case and approve the Return if qualified.
  3. You can file multiple complaints for different products received under one order, however, pickup charge of LKR 42 is applicable on all subsequent complaints filed after the first one.
  4. Pickup Process: Once the complaint is approved, the product pickup process will start.

Repair Policy

To claim for a Repair, please check if the purchased Product(s) fall under the warranty as per the Warranty Policy. If the Product(s) is under warranty, then you can claim for Product(s) Repair based on the following conditions:

  • Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.
  • Onme.lk reserves the right to compensate the claim in terms of coupon instead of repairing the Product(s) as and when it deems fit.
  • Onme.lk can facilitate warranty service between you and the manufacturer for retail Product(s), but will not cover any expenses incurred for warranty service.
  • Onme.lk is limited to the service level offered by the manufacturer or supplier, please read your product warranty information carefully before contacting us.
Repair Process

If the Product(s) is qualified for the Repair, then please follow the below process to claim for a Repair:

  1. Raise a Complaint: Use this guide to raise a complaint and save Complaint Number for future reference.
  2. Review: Our support team will review the case and approve it, if qualified.
  3. You can file multiple complaints for different products received under one order, however, pickup charge of LKR 42 is applicable on all subsequent complaints filed after the first one.
  4. Pickup Process: Once the complaint is approved, the product pickup process will start.
    1. Within Sri Lankan: The Product(s) will be picked up by our delivery team for Sri Lankan customers
      1. There will be no pickup charges if Return claim has been raised within 7 days (168 hours) from the time of delivery.
      2. Pickup charges of LKR 42 will be applicable if the Return claim is made after 7 days (168 hours) from the time of delivery.
      3. Pickup request if cancelled for any reason can be rescheduled once on request without any additional charges, however, if 2nd pick up request is cancelled, claim ticket will be auto closed.
    2. Outside Sri Lankan: Customer will have to return the Product(s) at his/her own expense to Onme.lk’s Service Center at P.O. Box: 9158, , Sri Lankan. Shipping charges and customs & taxes (if any) will need to be paid by the customer and tracking number needs to be updated on the claim ticket within 3 days from the date of ticket creation.
      All shipments need to be delivered to our warehouse within 15 days from the date when the ticket is created. In the event, the item(s) is not received, the complaint ticket would need to be closed.
  5. Inspection Process: After receiving the Product(s), it is sent for inspection:
    1. Approved: If the Product(s) is determined to be defective and it is covered by our warranty policy, customer will be informed and the Product(s) will be shipped out as soon as possible when it is ready. For any defective Product(s) you will have to wait an estimated 2~6 weeks until Onme.lk gets a replacement or repaired Product(s) back from the manufacturer or supplier.
    2. Not Approved: • For products returned in damaged condition or without complete accessories or box - item(s) to be returned to the customer