SmartShop Cloud POS Subscription Refund Policy: We provide a 7-Day Free Trial with 100% full features unlocked so you can thoroughly evaluate the system before making payment. Because of this complete trial period, no refunds are provided once a subscription plan or add-on is purchased.
7-Day Return Guarantee for Physical Products: If a physical merchant item arrives damaged, defective, or significantly different from description, you are eligible for a replacement or money refund under our merchant return terms.
At SmartShop.lk, we maintain clear, transparent commercial terms for both our cloud SaaS software subscriptions and independent merchant storefront purchases across Sri Lanka.
1. Cloud POS Software Subscriptions (Strict No Refund Policy)
To ensure complete confidence before paying, SmartShop gives every prospective business owner an unrestricted 7-Day Free Trial with access to all software features (Fast Thermal POS cashiering, FEFO batch & expiry tracking, inventory replenishment, online storefront, staff payroll, and automated SMS notifications).
- Full Features Trial Evaluation: The 7-day trial is 100% free with zero installation fees, zero hidden setup costs, and no credit card required. This provides ample opportunity to test hardware compatibility (thermal printers, barcode scanners) and daily operational workflows.
- Strict No Refunds After Payment: Because all features are freely available to test during the 7-day trial period, all payments for SmartShop SaaS subscriptions (monthly, annual, multi-store add-ons, or custom sender IDs) are strictly non-refundable and non-creditable.
- Subscription Cancellation: You may cancel or choose not to renew your subscription at any time. Your account will remain active until the end of your prepaid billing period, with no subsequent charges.
2. Physical Storefront Products & Return Eligibility (7-Day Return Window)
Items are eligible for return or replacement within 7 days of delivery receipt if:
- The item received is physically damaged, broken, or spoiled during parcel transit.
- The product does not function as described or exhibits a manufacturing defect.
- The incorrect size, color, model, or quantity was delivered by the merchant.
- The item remains in its original packaging with tags and proof of purchase (digital invoice or receipt).
3. Non-Returnable & Exempt Items
In accordance with consumer health, safety, and merchant hygiene guidelines, the following categories cannot be returned unless delivered broken or defective:
- Customized or personalized print/engraving products made specifically to order.
- Perishable fresh grocery goods, medicines, and temperature-sensitive food items.
- Intimate garments, cosmetics, and unsealed personal hygiene products.
4. 3-Step Simple Return Process
1
Contact Support
Notify our support or the store within 7 days of receiving your package with photos of the issue.
2
Handover / Pickup
Return the parcel in its original packaging via courier or post as directed by the merchant.
3
Receive Refund
Upon verification, your refund is issued back to your card or direct bank account.
5. Refund Processing & Payout Methods
- Online Card Payments (PayHere): Approved refunds will be reversed directly to your original Visa or MasterCard account within 5 to 7 business days in accordance with Sri Lankan banking settlement schedules.
- Cash on Delivery (COD): For purchases paid via cash upon delivery, refunds will be transferred via direct electronic bank transfer (CEFTS/SLIPS) to your designated Sri Lankan commercial bank account upon package receipt verification.
6. How to Contact Support & Billing
To request a return, exchange, or refund, please get in touch with our team with your Order Reference Number:
Email: billing@smartshop.lk
