Refund Policy

1. Our Commitment

At KGSmart, we take great care in sourcing and delivering fresh, high-quality groceries. If you are not satisfied with your order, we are here to make it right. Please read this policy to understand your options.

2. Eligible Refund Situations

You are entitled to a full or partial refund in the following cases:

• Items received are damaged, spoiled, or past their expiry date.
• Wrong items were delivered (different from what you ordered).
• Items are missing from your delivered order.
• The order was not delivered within the agreed time window and you no longer require it.

3. Non-Refundable Items

• Fresh produce and perishables that have been accepted at delivery without complaint.
• Items that have been opened, used, or consumed.
• Orders where an incorrect delivery address was provided by the customer.
• Change-of-mind returns after the order has been dispatched.

4. How to Request a Refund

1. Contact us within 24 hours of receiving your order via email at hello@kgsmart.lk or call +94 11 234 5678.
2. Provide your order number and a clear description of the issue.
3. Attach photos of the damaged or incorrect item(s) where applicable.
4. Our team will review your request and respond within 2 business days.

5. Refund Methods

Approved refunds will be processed using one of the following methods:

• Card payments: Refunded to your original card within 5–10 business days.
• Cash on Delivery orders: Refunded via bank transfer within 3–5 business days.
• Store credit: Available as an alternative — credited to your KGSmart account instantly.

6. Order Cancellations

• You may cancel an order within 1 hour of placement for a full refund, provided it has not been dispatched.
• Once an order has been dispatched, cancellation is not possible.
• To cancel, contact us immediately via phone or email with your order number.

7. Contact Us

For all refund-related queries, please reach out to our support team: