Returns & Refunds

RETURNS & REFUND POLICY Last Updated: August 2026 This Returns & Refund Policy explains the conditions applicable to returns, exchanges, replacements and refunds for products purchased from **Kasthuri Mobile**, operated by **Kasthuri Mobile Solutions (Pvt) Ltd**, through **[www.kasthurimobile.lk](http://www.kasthurimobile.lk)** or other authorized Kasthuri Mobile sales channels. Kasthuri Mobile sells products including **Brand New iPhones, Used iPhones, Pre-Owned iPhones, Brand New Mobile Phones, Used Mobile Phones, Apple Devices, smartphones, iPads, Apple Watch, AirPods, mobile phone accessories, iPhone accessories, Apple accessories, chargers, cables, cases, screen protectors** and other electronic products in **Sri Lanka**. **Returns and refunds are subject to product condition, inspection, warranty status, the reason for return and applicable Sri Lankan law.** Products must be returned with the supplied accessories, packaging and proof of purchase where applicable. Refund approval and processing time depend on the inspection outcome and original payment method. This Policy should be read together with our **Terms & Conditions, Shipping Policy, Warranty & Claim Policy and Privacy Policy**. ## 1. General Return Policy Kasthuri Mobile considers return, exchange, replacement and refund requests according to the individual circumstances of each transaction. Eligibility may depend on factors including: * Reason for the return * Product condition * Whether the product is **Brand New, Used or Pre-Owned** * Whether the product has been opened or activated * Product inspection results * Warranty status * Physical or liquid damage * Missing parts or accessories * Original packaging * Proof of purchase * IMEI or serial-number verification * Applicable consumer rights under Sri Lankan law Submitting a return request does not automatically guarantee a refund, replacement or exchange. The product may first need to be inspected and verified by **Kasthuri Mobile**. ## 2. Return Request Customers wishing to request a return should contact Kasthuri Mobile as soon as reasonably possible after identifying an issue. Customers may be required to provide: * Customer name * Order or invoice number * Product details * Purchase date * **IMEI or serial number**, where applicable * Description of the issue * Photographs or video where reasonably required * Original invoice or other proof of purchase Providing accurate information helps us process the request efficiently. ## 3. Product Inspection Products submitted for return, exchange, replacement or refund may undergo an inspection by Kasthuri Mobile. The inspection may verify: * Product identity * IMEI or serial number * Physical condition * Activation status * Functional condition * Battery or device status where relevant * Accessories supplied with the product * Packaging * Signs of physical or liquid damage * Signs of misuse * Unauthorized repairs or modifications * Warranty status * Reported fault or reason for return The outcome of this inspection may determine the remedy available, subject to applicable law. ## 4. Brand New iPhone & Brand New Mobile Phone Returns Returns involving **Brand New iPhones, Brand New Apple Devices or Brand New Mobile Phones** may require additional assessment if the product has been: * Unsealed * Opened * Activated * Registered * Used * Physically damaged * Modified * Linked to an account or service Opening or activating a product may affect whether it can be returned merely because the customer changed their mind. However, this does not remove any mandatory rights a customer may have where a product is defective, materially misdescribed or otherwise subject to a remedy under applicable Sri Lankan law. ## 5. Used iPhone & Pre-Owned Device Returns Kasthuri Mobile sells individually inspected **Used iPhones, Pre-Owned iPhones, Used Apple Devices and Used Mobile Phones in Sri Lanka**. Pre-owned products may have reasonable signs of previous use consistent with their disclosed condition or grade. Before purchasing a used device, customers should review available information such as: * Device model * Storage capacity * Colour * Grade * Cosmetic condition * Battery health * Region or model information * Warranty period * Price * Other device-specific information A return will not ordinarily be approved solely because of a characteristic that was accurately disclosed and accepted before purchase, subject to applicable consumer rights. Where a **used iPhone or pre-owned mobile phone** has an alleged fault not reasonably consistent with the disclosed condition, Kasthuri Mobile may inspect the device before determining the appropriate remedy. ## 6. Used iPhone Battery Health Battery health is an important characteristic of a **Used iPhone or Pre-Owned iPhone**. Where a battery-health percentage is displayed, it generally reflects information available when the device was inspected or listed. Battery health can naturally change through: * Normal use * Charging cycles * Battery ageing * Temperature * Charging habits * Software changes * Other operating conditions A subsequent minor change in battery-health percentage does not by itself necessarily establish a product defect. Where a battery issue is covered by an applicable warranty or mandatory consumer right, Kasthuri Mobile will assess the matter accordingly. ## 7. Apple Devices Return requests relating to **Apple iPhone, iPad, Mac, MacBook, Apple Watch, AirPods or other Apple devices** will be assessed according to the product condition, reason for return, applicable warranty and relevant legal requirements. Where applicable, device activation, account locks, security features or other manufacturer systems may need to be removed before a return can be completed. Customers should remove personal accounts and data from returned devices when instructed and reasonably possible. ## 8. Mobile Phone & Apple Accessories Return eligibility for **iPhone accessories, Apple accessories and mobile phone accessories** may depend on the type and condition of the item. These products may include: * Phone cases * iPhone cases * Screen protectors * Tempered glass * Charging adapters * Charging cables * USB-C cables * Lightning cables * Wireless chargers * Power banks * Earphones * Headphones * Other electronic accessories For hygiene, safety, installation or product-condition reasons, certain opened, installed, applied or used accessories may not be eligible for a change-of-mind return. This does not affect applicable rights relating to defective or materially misdescribed products. ## 9. Incorrect Product Received If Kasthuri Mobile sends a product that materially differs from the customer's confirmed order, the customer should contact us promptly. Customers should avoid unnecessary use or activation of the incorrect product after discovering the issue. Once verified, Kasthuri Mobile may arrange an appropriate: * Replacement * Exchange * Collection * Refund * Other reasonable remedy depending on the circumstances and applicable law. ## 10. Product Damaged During Delivery If a parcel appears damaged, opened or tampered with during delivery, customers should notify Kasthuri Mobile as soon as reasonably possible. We may request: * Order number * Photographs * Video * Courier packaging * Shipping label * Product photographs * IMEI or serial number Customers should retain the original packaging while the delivery issue is investigated. Verified shipping-damage claims will be handled according to the circumstances, our Shipping Policy and applicable law. ## 11. Faulty or Defective Products If a customer believes that a product is faulty, the customer should contact Kasthuri Mobile with details of the issue. The product may need to undergo technical inspection to determine: * Nature of the fault * Cause of the fault * Warranty eligibility * Whether physical or liquid damage exists * Whether unauthorized repair or modification has occurred * Appropriate remedy Depending on the circumstances and applicable rights, an appropriate remedy may include **repair, replacement, exchange or refund**. ## 12. Change-of-Mind Returns Kasthuri Mobile is not required by this Policy to provide an unconditional return or refund solely because a customer: * Changes their mind * No longer wants the product * Selects the wrong colour * Selects the wrong storage capacity * Purchases an incompatible accessory despite clear compatibility information * Finds a different price elsewhere after purchase Kasthuri Mobile may nevertheless approve a return or exchange at its discretion where appropriate. Nothing in this section restricts mandatory consumer rights available under applicable Sri Lankan law. ## 13. Non-Returnable or Restricted Items Subject to applicable law, a return may be declined or restricted where the product: * Has been intentionally or accidentally damaged after delivery * Has suffered liquid or moisture damage after delivery * Has been misused * Has been modified without authorization * Has undergone unauthorized repair * Has a removed or altered IMEI or serial number * Is materially incomplete * Is missing supplied components * Has been returned in a materially different condition * Is an opened hygiene-sensitive item * Was customized or specially sourced under disclosed conditions Each request will be assessed according to its circumstances. ## 14. Accessories, Packaging & Proof of Purchase Where applicable, returned products should include the items originally supplied with the purchase, including: * Product * Original packaging * Charging cable * Adapter, where supplied * Included accessories * Documentation * Promotional items supplied as part of the transaction * Invoice or other proof of purchase Missing items may affect the assessment of a discretionary return or the value of any discretionary refund where permitted by law. ## 15. IMEI & Serial Number Verification For **iPhones, smartphones, Apple devices and other serialized electronic products**, Kasthuri Mobile may verify the **IMEI or serial number** before processing a return, exchange, warranty claim or refund. The returned device must correspond with Kasthuri Mobile's relevant sales or warranty records. Products with deliberately removed, manipulated or materially altered identifying information may be rejected where legally permissible. ## 16. Refund Approval A refund is not automatically approved when a product is submitted for inspection. After inspection, Kasthuri Mobile will determine whether the request qualifies for a: * Refund * Replacement * Exchange * Warranty repair * Other appropriate remedy * Rejection of the request where legally permissible The customer will be informed of the applicable outcome where reasonably practicable. ## 17. Refund Method Where a refund is approved, Kasthuri Mobile will generally process it through the **original payment method** where reasonably possible. Depending on the original transaction, refunds may be processed through: * Debit or credit card * Payment gateway * Bank transfer * Other applicable payment method Additional information may be required to securely process certain refunds. Kasthuri Mobile will not request confidential banking passwords, card PINs or similar security credentials for refund processing. ## 18. Refund Processing Time **Refund timing depends on the payment method, inspection outcome, payment gateway, bank and financial institution involved.** After Kasthuri Mobile approves and initiates a refund, additional processing time may be required by the customer's bank, card issuer or payment provider before the amount appears in the customer's account. Delays caused solely by a bank or third-party payment processor may be outside Kasthuri Mobile's direct control. ## 19. Delivery & Return Shipping Charges Responsibility for return shipping or collection charges depends on the reason for the return. Where Kasthuri Mobile verifies that an incorrect or qualifying defective product was supplied, appropriate return-delivery arrangements may be provided. For an approved discretionary return that is not caused by a Kasthuri Mobile error or qualifying product fault, delivery, collection or re-delivery charges may be payable by the customer where permitted. ## 20. Exchanges Where an exchange is approved, replacement products remain subject to stock availability. For **used iPhones and pre-owned mobile phones**, an identical replacement with exactly the same: * Grade * Battery health * Colour * Storage * Cosmetic condition * Region * Price may not always be available because each pre-owned device can be an individual stock item. Where an identical device is unavailable, Kasthuri Mobile may discuss another appropriate solution with the customer. ## 21. Promotional & Bundled Products Where a product was purchased as part of a bundle, promotion or special offer, all applicable bundled products, gifts or promotional items may need to be returned where a full transaction refund is requested and where permitted by law. If an eligible item from a bundle is retained, any refund may be recalculated according to the applicable promotional conditions, subject to legal requirements. ## 22. Pre-Orders & Reservations Refunds relating to **pre-orders, Coming Soon products and product reservations** may be subject to the conditions communicated when the pre-order or reservation was placed. If Kasthuri Mobile cannot supply the ordered product, customers will be offered an appropriate remedy in accordance with the circumstances and applicable law. ## 23. Warranty Claims Are Different From Returns A **warranty claim** is not necessarily the same as a product return. A product that develops a covered issue after purchase may be eligible for inspection, repair, replacement or another remedy under the applicable **Warranty & Claim Policy** rather than an immediate refund. Customers should review the warranty conditions applicable to their particular product. ## 24. Refund Fraud & Abuse Kasthuri Mobile may investigate suspected fraudulent or abusive return activity. Examples may include: * Returning a different device * IMEI or serial-number manipulation * Deliberate product damage * False claims * Fraudulent payment disputes * Returning counterfeit or substituted items * Misrepresentation of product condition Where appropriate, Kasthuri Mobile may decline fraudulent claims and take other action permitted by applicable law. ## 25. Consumer Rights in Sri Lanka Nothing in this Returns & Refund Policy is intended to exclude, restrict or modify any **mandatory consumer right or remedy available under applicable Sri Lankan law**. Where a provision of this Policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of that conflict. ## 26. Changes to This Policy Kasthuri Mobile may update this Returns & Refund Policy where reasonably necessary to reflect changes to: * Products * Online ordering * Payment methods * Delivery arrangements * Warranty services * Return procedures * Business operations * Applicable legal or regulatory requirements The latest version will be published on **[www.kasthurimobile.lk](http://www.kasthurimobile.lk)** with the applicable “Last Updated” date. ## 27. Contact Kasthuri Mobile For **returns, refunds, exchanges, faulty products, used iPhone warranty claims, brand new iPhone returns, Apple device returns, mobile phone returns or accessory returns**, please contact: **Kasthuri Mobile Solutions (Pvt) Ltd** Trading as **Kasthuri Mobile** **Sri Lanka** **Website:** [www.kasthurimobile.lk](http://www.kasthurimobile.lk) **Email:** [contact-info@kasthurimobile.lk](mailto:contact-info@kasthurimobile.lk) **Customer Support:** +94 74 100 1000 Customers should provide their **order number or invoice details and IMEI or serial number where applicable** when contacting Kasthuri Mobile regarding a return or refund.