{"id":4302,"date":"2026-05-17T04:57:22","date_gmt":"2026-05-17T04:57:22","guid":{"rendered":"https:\/\/srilankaexport.com\/refund-policy\/"},"modified":"2026-05-17T04:57:22","modified_gmt":"2026-05-17T04:57:22","slug":"refund-policy","status":"publish","type":"page","link":"https:\/\/srilankaexport.com\/si\/refund-policy\/","title":{"rendered":"Refund &#038; Returns Policy"},"content":{"rendered":"\r\n<style>\r\n.sle-pg{font-family:Inter,-apple-system,BlinkMacSystemFont,'Segoe UI',sans-serif;color:#1A202C;width:100%;}\r\n.sle-pg *{box-sizing:border-box;}\r\n.sle-legal-hero{background:linear-gradient(160deg,#6E102F 0%,#8D153A 100%);padding:56px 24px 64px;text-align:center;color:#fff;}\r\n.sle-legal-hero__inner{max-width:720px;margin:0 auto;}\r\n.sle-legal-hero__kicker{display:inline-block;background:rgba(255,183,3,.18);border:1px solid rgba(255,183,3,.5);color:#FFB81C;font-size:.7rem;font-weight:700;letter-spacing:.12em;text-transform:uppercase;padding:4px 14px;border-radius:20px;margin-bottom:14px;}\r\n.sle-legal-hero h1{font-size:clamp(1.75rem,4vw,2.5rem);font-weight:800;line-height:1.15;margin:0 0 10px;color:#fff;}\r\n.sle-legal-hero__updated{font-size:.875rem;color:rgba(255,255,255,.7);margin:0;}\r\n.sle-legal-body{max-width:780px;margin:0 auto;padding:56px 24px;}\r\n.sle-legal-body h2{font-size:1.25rem;font-weight:800;color:#8D153A;margin:32px 0 12px;padding-top:24px;border-top:2px solid #FFB81C;display:inline-block;padding-right:24px;}\r\n.sle-legal-body h2:first-child{margin-top:0;padding-top:0;border-top:none;}\r\n.sle-legal-body h3{font-size:1.0625rem;font-weight:700;color:#1A202C;margin:18px 0 8px;}\r\n.sle-legal-body p{font-size:.9375rem;color:#1A202C;line-height:1.7;margin:0 0 14px;}\r\n.sle-legal-body ul,.sle-legal-body ol{margin:0 0 14px;padding-left:24px;}\r\n.sle-legal-body li{font-size:.9375rem;color:#1A202C;line-height:1.7;margin-bottom:6px;}\r\n.sle-legal-body a{color:#8D153A;font-weight:600;text-decoration:underline;text-decoration-color:#FFB81C;text-underline-offset:3px;}\r\n.sle-legal-body a:hover{color:#FFB81C;}\r\n.sle-legal-body strong{color:#8D153A;}\r\n.sle-legal-body table{width:100%;border-collapse:collapse;margin:0 0 14px;font-size:.875rem;}\r\n.sle-legal-body th,.sle-legal-body td{border:1px solid #E2E8F0;padding:8px 10px;text-align:left;vertical-align:top;}\r\n.sle-legal-body th{background:#F8FAFB;color:#8D153A;font-weight:700;font-size:.8125rem;text-transform:uppercase;letter-spacing:.04em;}\r\n.sle-legal-callout{background:#FFF8E1;border-left:4px solid #FFB81C;padding:14px 18px;margin:14px 0;border-radius:0 6px 6px 0;}\r\n.sle-legal-callout p{margin:0;font-size:.875rem;color:#6E102F;}\r\n.sle-legal-cta{background:#F8FAFB;border-radius:12px;padding:24px 28px;margin-top:40px;text-align:center;}\r\n.sle-legal-cta h3{font-size:1.0625rem;font-weight:800;color:#8D153A;margin:0 0 6px;}\r\n.sle-legal-cta p{font-size:.9rem;color:#5A6A7A;margin:0 0 14px;}\r\n.sle-legal-cta a{display:inline-block;background:#FFB81C;color:#6E102F;font-weight:700;padding:11px 24px;border-radius:6px;text-decoration:none;font-size:.9rem;transition:transform .18s,background .18s,box-shadow .18s;}\r\n.sle-legal-cta a:hover{background:#C8910C;color:#6E102F;transform:translateY(-1px);box-shadow:0 4px 12px rgba(255, 184, 28,.35);}\r\n@media (max-width:600px){.sle-legal-hero{padding:40px 20px 48px;}.sle-legal-body{padding:36px 20px;}}\r\n<\/style>\r\n<div class=\"sle-pg\">\r\n<section class=\"sle-legal-hero\">\r\n<div class=\"sle-legal-hero__inner\">\r\n<span class=\"sle-legal-hero__kicker\">Legal<\/span>\r\n<h1>Refund &amp; Returns Policy<\/h1>\r\n<p class=\"sle-legal-hero__updated\">Last updated: May 2026<\/p>\r\n<\/div>\r\n<\/section>\r\n<article class=\"sle-legal-body\">\r\n<h2>1. Marketplace Model<\/h2>\r\n<p>SriLankaExport.com is a B2B marketplace operated by Harker International (Private) Limited (Reg. No. PV 00338032), Kandy, Sri Lanka. Transactions are conducted directly between buyers and Sri Lankan exporters (&ldquo;Vendors&rdquo;). Harker International facilitates the transaction infrastructure (listings, secure payment, documentation) but is not itself the seller or shipper of goods.<\/p>\r\n<p>This Refund &amp; Returns Policy explains the buyer-protection framework that applies on top of the direct buyer-vendor relationship. It does not replace your statutory rights under the law of your jurisdiction or any individual contract between you and a Vendor.<\/p>\r\n\r\n<h2>2. Buyer Protection Window<\/h2>\r\n<p>You may open a refund claim within <strong>14 calendar days from confirmed delivery<\/strong> of the shipment (or 30 days from estimated delivery date if the shipment never arrived). Outside this window, claims may only be considered in cases of latent defect or fraud and are reviewed at our discretion.<\/p>\r\n\r\n<h2>3. Eligible Refund Cases<\/h2>\r\n<p>You are entitled to a full or partial refund in the following cases, supported by evidence:<\/p>\r\n<ul>\r\n<li><strong>Non-shipment.<\/strong> The Vendor accepted the order and payment but did not ship within the agreed lead time, and has not responded within 7 days.<\/li>\r\n<li><strong>Material misrepresentation.<\/strong> Goods received differ materially from the listing (e.g. wrong grade of Ceylon tea, non-organic when listed as organic, different HS classification).<\/li>\r\n<li><strong>Certification failure.<\/strong> Required certifications (ISO, Organic, Halal, etc.) are missing, expired, or invalid on arrival.<\/li>\r\n<li><strong>Damage in transit on a buyer-paid Incoterm.<\/strong> Goods arrive damaged and the shipping responsibility is with the Vendor under the agreed Incoterm (e.g. DDP, CIF).<\/li>\r\n<li><strong>Short shipment.<\/strong> Quantity received is materially less than ordered (more than 2% variance for bulk commodities; exact count for finished goods).<\/li>\r\n<\/ul>\r\n\r\n<h2>4. Non-Refundable Cases<\/h2>\r\n<ul>\r\n<li><strong>Buyer&rsquo;s remorse<\/strong> after the Incoterm transfer point has occurred.<\/li>\r\n<li><strong>Normal trade variances within specification<\/strong> (e.g. moisture variance &le; 1% on dried goods, weight tolerance &le; 2% on bulk).<\/li>\r\n<li><strong>Custom-manufactured goods<\/strong> after production has started, where the buyer&rsquo;s specifications were correctly executed.<\/li>\r\n<li><strong>Force majeure<\/strong> events (cyclone, port closure, sanctions) that prevent delivery &mdash; goods may be reshipped or partially refunded at the Vendor&rsquo;s discretion.<\/li>\r\n<li><strong>Buyer-side import compliance failures<\/strong> (e.g. failure to obtain destination-country permits).<\/li>\r\n<\/ul>\r\n\r\n<h2>5. How to Open a Claim<\/h2>\r\n<ol>\r\n<li><strong>Contact the Vendor first.<\/strong> Use the messaging on the order page. Most disputes resolve directly within 48&ndash;72 hours.<\/li>\r\n<li><strong>If unresolved after 7 days,<\/strong> email <a href=\"mailto:info@harker.international\">info@harker.international<\/a> with subject &ldquo;Refund Claim &mdash; Order [number]&rdquo;.<\/li>\r\n<li><strong>Submit evidence:<\/strong> commercial invoice, packing list, photos of goods (factory + receiving), email\/chat log with the Vendor, lab analysis if applicable, signed delivery receipt.<\/li>\r\n<li><strong>Decision timeline:<\/strong> 10 business days from receipt of complete evidence.<\/li>\r\n<\/ol>\r\n<p>See our full <a href=\"\/dispute-resolution\/\">Dispute Resolution &amp; Buyer Protection Policy<\/a> for the formal three-tier process (direct &rarr; mediation &rarr; arbitration).<\/p>\r\n\r\n<h2>6. Stripe Chargebacks<\/h2>\r\n<p>If you open a chargeback with your card issuer instead of using this policy, we will provide the issuer with all transaction evidence (shipment tracking, Vendor communications, customs declarations) within 7 days. We strongly recommend you open a claim through us first &mdash; the resolution is usually faster and avoids holds on both your account and the Vendor&rsquo;s.<\/p>\r\n<p>If a chargeback is filed without legitimate cause, your buyer account may be suspended pending review.<\/p>\r\n\r\n<h2>7. Refund Method &amp; Currency<\/h2>\r\n<p>Approved refunds are issued by the original payment method &mdash; Stripe credit\/debit card, bank transfer, or Letter of Credit unwind. Refunds in foreign currency are issued at the FX rate prevailing on the refund date, not the order date. Harker International does not absorb FX volatility.<\/p>\r\n\r\n<h2>8. Returns Logistics<\/h2>\r\n<p>Physical returns are uncommon in bulk B2B trade because of shipping economics. Where return is required, the Vendor and buyer agree on logistics (Incoterm, return freight cost split) as part of the claim resolution. The platform does not coordinate physical returns directly.<\/p>\r\n\r\n<h2>9. Vendor Liability and Recourse<\/h2>\r\n<p>Where Harker International issues a refund on behalf of a Vendor that fails to perform, we may recover the refunded amount from the Vendor&rsquo;s payout balance or, where the balance is insufficient, by separate billing. Repeated failures may result in the Vendor&rsquo;s account being suspended or terminated under our <a href=\"\/vendor-agreement\/\">Vendor Agreement<\/a>.<\/p>\r\n\r\n<h2>10. Updates to This Policy<\/h2>\r\n<p>We may update this policy from time to time. Material changes will be announced on the homepage and emailed to registered buyers. The version in effect at the time of your order is the version that applies to that order.<\/p>\r\n<div class=\"sle-legal-cta\">\r\n<h3>Need to open a refund claim?<\/h3>\r\n<p>Email us at <a href=\"mailto:info@harker.international\">info@harker.international<\/a> or use our Contact form. Include your order number, the vendor name, and a brief description of the issue.<\/p>\r\n<a href=\"\/contact-us\/\">Contact Us<\/a>\r\n<\/div>\r\n<\/article>\r\n<\/div>\r\n\r\n","protected":false},"excerpt":{"rendered":"<p>Legal Refund &amp; Returns Policy Last updated: May 2026 1. Marketplace Model SriLankaExport.com is a B2B marketplace operated by Harker International (Private) Limited (Reg. No. PV 00338032), Kandy, Sri Lanka. Transactions are conducted directly between buyers and Sri Lankan exporters (&ldquo;Vendors&rdquo;). Harker International facilitates the transaction infrastructure (listings, secure payment, documentation) but is not itself [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4302","page","type-page","status-publish","hentry"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/srilankaexport.com\/si\/wp-json\/wp\/v2\/pages\/4302","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/srilankaexport.com\/si\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/srilankaexport.com\/si\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/srilankaexport.com\/si\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/srilankaexport.com\/si\/wp-json\/wp\/v2\/comments?post=4302"}],"version-history":[{"count":0,"href":"https:\/\/srilankaexport.com\/si\/wp-json\/wp\/v2\/pages\/4302\/revisions"}],"wp:attachment":[{"href":"https:\/\/srilankaexport.com\/si\/wp-json\/wp\/v2\/media?parent=4302"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}