Shipping Policy

SHIPPING POLICY Last Updated: August 2026 This Shipping Policy explains the delivery and shipping arrangements applicable to purchases made through **Kasthuri Mobile**, operated by **Kasthuri Mobile Solutions (Pvt) Ltd**, via **[www.kasthurimobile.lk](http://www.kasthurimobile.lk)**. Kasthuri Mobile provides **online mobile phone shopping and delivery services in Sri Lanka** for eligible 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 available electronic products. We offer islandwide delivery in Sri Lanka. Delivery times and charges may vary by destination, product availability and courier service. Customers are responsible for providing complete and accurate delivery details. Orders are dispatched only after the applicable payment or payment confirmation requirements are completed. This Shipping Policy should be read together with our **Terms & Conditions, Returns & Refund Policy, Warranty & Claim Policy, and Privacy Policy**. ## 1. Delivery Coverage Kasthuri Mobile provides delivery to eligible locations **within Sri Lanka**, subject to courier availability, accessibility and any applicable delivery restrictions. Delivery may be available to: * Colombo and surrounding areas * Major cities and towns * Other districts and provinces throughout Sri Lanka * Locations covered by our approved courier or delivery partners Delivery availability may vary depending on the customer's location, product type, order value, courier coverage and other operational considerations. Certain remote or restricted locations may require additional delivery time or alternative arrangements. ## 2. Products Eligible for Delivery Subject to availability and applicable restrictions, Kasthuri Mobile may arrange delivery for products including: * **Brand New iPhones** * **Used iPhones** * **Pre-Owned iPhones** * **Brand New Mobile Phones** * **Used Mobile Phones** * **Pre-Owned Mobile Phones** * **Apple Devices** * **Apple iPad** * **Apple Watch** * **Apple AirPods** * Other smartphones and electronic devices * **iPhone Accessories** * **Apple Accessories** * **Mobile Phone Accessories** * Phone cases * Tempered glass and screen protectors * Charging adapters * Charging cables * Power banks * Wireless charging accessories * Other eligible products available through our **online mobile phone store in Sri Lanka** Certain products may be subject to specific courier, transportation or regulatory restrictions. ## 3. Order Processing After an order is placed through **[www.kasthurimobile.lk](http://www.kasthurimobile.lk)**, Kasthuri Mobile may verify the following before dispatch: * Product availability * Customer name * Customer contact number * Delivery address * Payment status * Order details * Product or device details * Transaction security Orders will generally be prepared for dispatch after the order and required payment have been successfully confirmed. Orders placed during weekends, public holidays or outside normal business processing periods may be processed on the next available business day. ## 4. Delivery Time Kasthuri Mobile aims to dispatch and deliver confirmed orders within a reasonable period. Estimated delivery times may vary depending on: * Delivery location * Product availability * Order confirmation time * Payment confirmation * Courier service * Public holidays * Weather conditions * Traffic or transportation disruptions * High-demand periods * Events outside our reasonable control Any delivery date or period displayed on the website or communicated to a customer should be treated as an **estimated delivery time unless expressly confirmed as guaranteed**. Kasthuri Mobile will make reasonable efforts to deliver orders as promptly as practicable but cannot guarantee that third-party courier services will always meet estimated delivery times. ## 5. Same-Day or Express Delivery Where available, Kasthuri Mobile may offer **same-day delivery, express delivery or other priority delivery options in Sri Lanka** for selected products and locations. Availability may depend on: * Customer location * Time the order is placed * Product availability * Payment confirmation * Delivery partner availability * Applicable delivery charges The availability of express or same-day delivery will be communicated where applicable and should not be assumed for every order. ## 6. Shipping & Delivery Charges Delivery charges may vary depending on: * Delivery location * Package size * Package weight * Product type * Order value * Delivery method * Courier provider * Express or priority delivery requirements Where applicable, the delivery charge will be displayed during checkout or communicated to the customer before the relevant transaction is completed. Kasthuri Mobile may occasionally provide **free delivery promotions** subject to specific eligibility requirements, locations, order values, products or promotional periods. ## 7. Customer Delivery Information Customers are responsible for providing accurate and complete delivery information. This may include: * Full recipient name * Correct mobile number * Complete delivery address * City or town * District * Postal code where applicable * Additional delivery instructions where reasonably necessary Customers should carefully verify this information before confirming an **online order from Kasthuri Mobile**. Kasthuri Mobile will not be responsible for avoidable delays resulting from materially incorrect or incomplete information supplied by the customer, subject to applicable law. ## 8. Address Changes If a customer needs to change the delivery address after placing an order, Kasthuri Mobile should be contacted **before the order is dispatched**. Once a parcel has been handed over to the courier, an address change may not be possible. Where an address change is possible after dispatch, additional courier charges or delivery delays may apply. For security reasons, Kasthuri Mobile may request verification before changing delivery information for a high-value order. ## 9. High-Value Orders & Security Verification Because products such as **brand new iPhones, used iPhones, Apple devices and premium smartphones** may be high-value items, Kasthuri Mobile may perform reasonable order verification before dispatch. We may contact the customer to verify information such as: * Customer identity * Contact number * Order details * Delivery information * Payment status Where reasonably necessary for fraud prevention or transaction security, dispatch may be temporarily delayed until appropriate verification is completed. ## 10. Order Tracking Where tracking is available, customers may receive an **order number, tracking reference, courier information or delivery status update**. Order status may include: * Order Received * Payment Confirmed * Processing * Ready for Dispatch * Shipped / Dispatched * Out for Delivery * Delivered Tracking availability and the frequency of tracking updates may depend on the courier or delivery service used. ## 11. Delivery & Recipient Verification For certain orders, particularly high-value **iPhones, Apple devices, smartphones or other electronic products**, the courier or Kasthuri Mobile may request reasonable recipient verification at delivery. Customers should ensure that they or an authorized recipient are available at the delivery address. Where available, verification may include an OTP, signature, order reference or another reasonable security method. Customers should not provide delivery OTPs or other delivery confirmation credentials to unknown persons. ## 12. Inspection Upon Delivery Customers are encouraged to inspect the **external condition of the parcel** at the time of delivery wherever reasonably possible. If the package appears materially damaged, opened, tampered with or otherwise suspicious, the customer should notify the courier and **Kasthuri Mobile** promptly. Where appropriate, customers should retain: * Original packaging * Courier label * Invoice * Photographs or video of visible shipping damage * Other reasonable evidence relating to the delivery issue This may assist Kasthuri Mobile in investigating the matter with the relevant courier. ## 13. Damaged Products During Delivery If a product appears to have been materially damaged during transportation, the customer should contact Kasthuri Mobile as soon as reasonably possible after receiving the order. Customers may be requested to provide: * Order number * Product details * IMEI or serial number where applicable * Photographs * Video * Packaging information * Description of the issue Kasthuri Mobile will review the matter and determine the appropriate remedy in accordance with the circumstances, our applicable policies and the customer's rights under Sri Lankan law. ## 14. Incorrect Product Received If a customer receives a product that materially differs from the confirmed order, the customer should contact Kasthuri Mobile promptly. The product should be retained in substantially the condition in which it was received while the matter is being investigated. Where Kasthuri Mobile confirms that an incorrect product was dispatched by us, we will take reasonable steps to arrange an appropriate correction, replacement, collection or other remedy, subject to applicable law. ## 15. Failed Delivery Attempts A delivery may be unsuccessful if: * No recipient is available * The customer cannot be contacted * The address is incorrect or incomplete * Access to the location is restricted * The recipient refuses delivery * Required verification cannot be completed Where a delivery fails because of circumstances attributable to incorrect customer information or customer unavailability, re-delivery charges may apply where permitted. ## 16. Delayed Deliveries Delivery delays may occasionally occur because of circumstances including: * Severe weather * Flooding or natural events * Public holidays * Courier network disruptions * Transportation delays * High order volumes * Supplier delays * Government restrictions * Security incidents * Other circumstances outside Kasthuri Mobile's reasonable control Where we become aware of a significant delay, Kasthuri Mobile will make reasonable efforts to provide relevant information to the affected customer. ## 17. Pre-Orders & Coming Soon Products Products identified as **Pre-Order** or **Coming Soon** are not necessarily available for immediate dispatch. Estimated arrival dates for **pre-order iPhones, Apple devices, smartphones or other products** are estimates unless expressly guaranteed. Actual availability may be affected by: * Manufacturer release schedules * Supplier availability * International transportation * Import procedures * Customs clearance * Regulatory requirements * Other circumstances outside our reasonable control Once the product becomes available and the applicable order requirements have been completed, Kasthuri Mobile will arrange delivery according to the available shipping method. ## 18. Used iPhone & Pre-Owned Device Shipping Kasthuri Mobile may sell individual **used iPhones, pre-owned iPhones and used mobile phones** identified by specific stock information. Before dispatch, Kasthuri Mobile may verify the relevant: * Device model * Storage * Colour * Grade or condition * IMEI or serial number * Battery health information * Warranty information * Included accessories Customers should review the relevant product information carefully before confirming an order for an individual **used or pre-owned mobile phone**. ## 19. Accessories Shipping Orders containing **Apple accessories, iPhone accessories, mobile phone accessories, chargers, cables, cases, tempered glass, power banks or other electronic accessories** may be delivered separately from mobile phones where reasonably necessary. Multiple products within one order may therefore arrive in more than one package or at different times. Where this occurs, the customer may receive separate delivery or tracking information. ## 20. Cash on Delivery Where **Cash on Delivery (COD)** is offered, availability may depend on: * Product * Order value * Customer location * Delivery provider * Previous order history * Transaction verification Cash on Delivery may not be available for all **iPhones, used phones, Apple devices or high-value products**. Kasthuri Mobile may require advance payment or full payment before dispatch for selected products. Any applicable COD fee will be communicated where relevant. ## 21. Ownership & Risk Ownership, responsibility and risk relating to products will be determined according to the applicable transaction, delivery arrangements and Sri Lankan law. Nothing in this Shipping Policy is intended to unlawfully transfer risk to a customer or restrict any mandatory consumer protection available under applicable law. ## 22. Returns Following Delivery Delivery of a product does not automatically establish eligibility for a return, exchange or refund. Returns and exchanges are subject to the **Kasthuri Mobile Returns & Refund Policy**, applicable warranty conditions and rights available under Sri Lankan law. Customers should not return products to a courier or another address without following the return instructions provided by Kasthuri Mobile. ## 23. Warranty After Delivery Eligible products may include a **Kasthuri Mobile warranty, manufacturer warranty, distributor warranty or another stated warranty**. Warranty coverage is separate from courier delivery and is governed by the applicable **Warranty & Claim Policy**. For applicable devices, Kasthuri Mobile may use the **IMEI number, serial number, invoice or order information** to verify warranty coverage. ## 24. Delivery Fraud & Security Customers should be cautious of fraudulent communications pretending to represent Kasthuri Mobile or a courier. Kasthuri Mobile will not ask customers to disclose confidential information such as: * Online banking passwords * ATM PINs * Debit or credit card PINs * Other confidential banking authentication credentials Customers who receive suspicious communications relating to a **Kasthuri Mobile delivery or online order** should contact us through the official contact information published on **[www.kasthurimobile.lk](http://www.kasthurimobile.lk)**. ## 25. Changes to This Shipping Policy Kasthuri Mobile may update this Shipping Policy where reasonably necessary to reflect changes in: * Courier providers * Delivery areas * Delivery charges * Online ordering processes * Payment methods * Product categories * Security 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. ## 26. Applicable Law This Shipping Policy is governed by and interpreted in accordance with the **laws of the Democratic Socialist Republic of Sri Lanka**. Nothing in this Shipping Policy is intended to exclude, restrict or limit a consumer right that cannot lawfully be excluded under applicable Sri Lankan law. ## 27. Contact Kasthuri Mobile For enquiries regarding **online mobile phone delivery, iPhone delivery, used iPhone delivery, Apple device delivery, mobile accessories delivery, order tracking or shipping within Sri Lanka**, 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 For the latest delivery information applicable to a particular order, customers should refer to the information provided during checkout or contact Kasthuri Mobile directly.