Refund policy

Refund & Returns Policy

Spa Ceylon Ayurveda Wellness — UAE
Effective Date: July 14, 2025

1. General Policy & Eligibility

At Spa Ceylon Ayurveda Wellness, customer satisfaction is important to us. However, due to the nature of wellness and personal care products, and in compliance with UAE regulations, our returns and refunds policy is intentionally limited and strictly governed by the following terms.

2. Return Request Process

All return requests must be made only by email to :

customercare@spaceylon.ae

Requests made via any other channel (including phone, social media, website forms, chat, or in person) will not be accepted.

All return requests must be initiated within 7 calendar days of receiving your order and must clearly state your order number and the item(s) you wish to return.

3. Conditions for Returns

A return will only be accepted if all of the following conditions are met:

  • The product is unopened, unused, and in its original, sealed, salable condition, with all packaging, labels, seals, and tags fully intact.
  • The product was purchased directly from spaceylon.ae, and you provide a copy of your original receipt or order confirmation.
  • All promotional items, discounted goods, bundled items, free gifts, bonus products, coupons, vouchers, or samples received with your purchase must also be returned unused and in original condition. If such items are not returned, their full retail value will be deducted from any refund.
  • The product is not classified as a non-returnable item (see Section 4).

Spa Ceylon Ayurveda Wellness reserves the right to refuse any return not meeting all requirements above.

4. Non-Returnable & Non-Refundable Items

The following are strictly non-returnable and non-refundable:

  • Products that have been opened, used, damaged, unsealed, or tampered with after delivery.
  • Any item not in original saleable condition, or missing packaging, labels, seals, tags, accessories, or documentation.
  • Gift cards, e-gift cards, or vouchers (except as required by law).
  • Customized, personalized, or made-to-order items.
  • Products that by their nature cannot be returned or are at risk of expiry.
  • Any product marked final-sale, clearance, or promotional, unless defective.
  • Used coupon codes, vouchers, discounts, special offers, free shipping benefits, or any other promotional value are strictly non-refundable. No refund or compensation will be given for lost promotional value, used coupons, expired offers, or similar.

5. Defective, Incorrect, or Damaged Items

If you receive an item that is defective, damaged in transit, or not as ordered:

  • You must notify us by email at customercare@spaceylon.ae within 24 hours of delivery, providing clear photos and a description of the issue.
  • Upon verification, we may, at our sole discretion, offer a replacement, exchange, or refund.
  • For courier damage, retain all original packaging for inspection and claim processing.

6. How to Return

  • If your return request is approved, you will receive our returns instructions and designated UAE return address.
  • You are responsible for all return shipping costs, except in the case of verified defects, errors, or damages attributable to us.
  • Items must be securely packaged; we are not liable for returns lost, delayed, or damaged in transit.

7. Refunds

  • All returned products and associated promotional items are inspected upon receipt.
  • Approved refunds are issued within 14 business days after inspection, using your original payment method.
  • Please note: The time taken for the refunded amount to be credited to your account may vary depending on your card issuer, bank, or payment gateway, and is outside our control.
  • Delivery, shipping, payment gateway fees, coupon/voucher values, and all promotional discounts are strictly non-refundable.
  • If you return only part of an order and retain items that were discounted, received as a bundle, or as a promotional/free gift, your refund will be reduced by the full retail value of all non-returned promotional items.
  • If a return is not accepted (e.g., fails inspection or required items not included), products will be returned to you at your expense, and no refund will be issued.

Refunds are processed by Spa Ceylon Ayurveda Wellness within 14 business days after approval. Actual receipt of funds will depend on your payment provider’s processing times. Spa Ceylon Ayurveda Wellness is not responsible for delays caused by banks, credit card companies, or third-party payment gateways.

8. Cancellations

  • Orders may only be cancelled prior to dispatch. After shipping, the above returns policy applies.
  • We reserve the right to cancel any order at our discretion (e.g., for suspected fraud, unavailability, or regulatory reasons). In such cases, a full refund for amounts paid will be issued.

9. Exchanges

  • Exchanges are subject to approval and stock availability. Any price differences must be paid prior to shipping the replacement.

10. Amendments

We reserve the right to update, amend, or terminate this policy at any time without notice. All returns, refunds, and exchanges remain subject to our final decision and UAE law.

11. Limitation of Liability

Spa Ceylon Ayurveda Wellness is not liable for any indirect, incidental, consequential, or punitive damages arising from returns, refunds, exchanges, or the application of this policy. All rights are reserved to the maximum extent permitted by UAE law.

12. Contact Us

For all return, refund, or exchange matters, contact:

Spa Ceylon Ayurveda Wellness
Salma Ali Saif bin Hareb Al Muhairi, Al Murar, Deira, Dubai, UAE
Email: customercare@spaceylon.ae