Refund & Return Policy

Last Updated: 08.07.2026

At CarlosKlay, we want you to love every product you purchase. We carefully select and prepare each item to bring authentic Sri Lankan craftsmanship to customers around the world. If you are not completely satisfied with your purchase, we are here to help.

Returns

We accept returns within 14 days of receiving your order, provided that:

The item is unused, unworn, and in its original condition.
The product is returned with all original packaging, tags, and accessories.
The item is not damaged, altered, or used.
Proof of purchase is provided.

To request a return, please contact us at sales@carlosklay.com with your order number and details of the item you wish to return.

Non-Returnable Items

For hygiene, safety, and quality reasons, certain products cannot be returned, including:

Wellness and personal care products that have been opened or used.
Earrings and certain personal accessories for hygiene reasons.
Customized, personalized, or made-to-order items.
Gift cards.
Items damaged due to customer misuse or improper care.

Damaged or Incorrect Items

We take great care in preparing every order. If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Please include:

Your order number
Photos of the item and packaging
A description of the issue

We will review your request and arrange a suitable solution, which may include a replacement or refund.

Return Shipping

Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.
We recommend using a trackable shipping service for returns, as we cannot guarantee that returned items will reach us.
Original shipping fees are non-refundable unless the return is due to an error on our part.

Refunds

Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund.

If approved:

Refunds will be processed to your original payment method.
Please allow 5–10 business days for the refund to appear, depending on your payment provider or bank.

International Orders

As CarlosKlay proudly shares Sri Lankan products with customers worldwide:

International customers are responsible for checking local import regulations before placing an order.
Customers may be responsible for customs duties, taxes, or additional charges imposed by their country.
Delivery times may vary depending on destination, customs processing, and shipping conditions.