1. Overview
At Polek EMarket, we want you to be fully satisfied with your purchase. This Refund & Exchange Policy explains the
conditions under which items purchased from polekemarket.lk / polekemarket.com may be returned, exchanged, or refunded.
2. Eligibility for Return or Exchange
- The request must be raised within 7 calendar days of receiving the product.
- The item must be unused, in its original condition, with all original packaging, accessories, manuals and tags intact.
- The product must not be damaged due to misuse, mishandling, or unauthorized repair.
- Proof of purchase (order number, invoice, or receipt) is required for all return, exchange or refund requests.
3. Non-Returnable Items
For hygiene, safety and technical reasons, certain items cannot be returned or exchanged unless they arrive damaged, defective,
or incorrect, including:
- Earphones, headphones and other items that come into direct contact with the body.
- Memory cards, USB drives and other data storage devices once opened.
- Items marked as final sale, clearance, or special offer items.
- Products with removed or damaged security seals/labels.
4. Damaged, Defective or Incorrect Items
If you receive a product that is damaged, defective, or different from what you ordered, please contact us within
48 hours of delivery with photos/videos of the item and packaging. We will arrange for an inspection and,
where confirmed, offer a free replacement, exchange, or full refund at no additional cost to you.
5. How to Request a Return, Exchange or Refund
- Contact our customer service team at polektradecenter@gmail.com or call 077 778 9563 / 077 312 9888.
- Provide your order number, the reason for the request, and supporting photos where applicable.
- Our team will review your request and share the next steps, including drop-off, courier pickup, or in-store return instructions.
6. Refund Method & Timeline
Once a return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are
processed within 7–14 business days to the original method of payment, or as store credit where agreed. For
cash-on-delivery orders, refunds will be arranged via bank transfer.
7. Exchange Process
Where an exchange is requested (for example, a different size, color, or model, subject to availability), the replacement item
will be dispatched once the original item has been received and inspected. Any price difference between items will be
collected or refunded accordingly.
8. Return Shipping Costs
If the return is due to a Polek EMarket error (damaged, defective, or incorrect item), we will cover the return shipping cost.
For other approved returns or exchanges (e.g. change of mind, where accepted), the customer is responsible for return shipping
costs unless otherwise agreed.
9. Warranty Claims
Manufacturer warranty claims outside the return window are handled separately under our
Warranty policy.
10. Contact Us
For any questions regarding this Refund & Exchange Policy, please reach out to us at
polektradecenter@gmail.com or visit us at Main Street, Colombo 11, Colombo, Sri Lanka.