Effective Date: 19 October 2026
At NIRVA, customer satisfaction is our priority. We strive to deliver premium-quality incense sticks, Sambarani, and fragrance products in excellent condition. This Return & Refund Policy explains the conditions under which customers may request a return, replacement, or refund for purchases made through www.nirva.lk.
1. Return Eligibility
Customers may request a return within 7 calendar days of receiving their order, subject to the following conditions:
- The product is unused, unopened, and in its original packaging.
- The product is in resalable condition.
- Proof of purchase or a valid order number is provided.
- The return request is submitted within the specified return period.
2. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, expired, or incorrect product, please contact our customer support team as soon as possible, preferably within 48 hours of delivery.
Please provide your order number, a description of the issue, and photographs where available.
After verification, we will arrange an appropriate replacement, return, or refund at no additional cost to the customer, in accordance with applicable consumer protection laws.
3. Non-Returnable Products
For hygiene, safety, and product-quality reasons, the following products are generally not eligible for change-of-mind returns:
- Opened or used incense sticks and Sambarani products.
- Products with damaged or missing original packaging caused by the customer.
- Products damaged through improper handling or storage after delivery.
- Products clearly marked as final sale, where such restrictions are legally permitted.
These exclusions do not affect your statutory rights concerning defective, damaged, unsafe, or incorrectly supplied goods.
4. Refund Process
Once a returned product is received and inspected, we will notify you of the outcome.
Approved refunds will generally be processed within 7–14 working days using an appropriate refund method, such as a bank transfer or reversal to the original payment method, where supported.
Actual processing times may depend on the bank or payment service provider.
5. Exchanges and Replacements
Product exchanges may be arranged for eligible returns, depending on stock availability.
If a replacement product is unavailable, we will offer a suitable alternative or a refund, subject to applicable law.
6. Return Shipping Charges
- For damaged, defective, or incorrect products, NIRVA will bear reasonable return shipping costs.
- For approved change-of-mind returns, customers may be responsible for return shipping charges.
- Original delivery charges may be non-refundable for change-of-mind returns where permitted by law.
7. Order Cancellation
Customers may request cancellation before their order is dispatched.
If an order has already been shipped, cancellation or return will be handled in accordance with this policy and applicable consumer rights.
8. Contact Information
For returns, refunds, or product-related assistance, please contact:
Business Name: Nexora Global Industries (Pvt) Ltd.
Brand: NIRVA
Website: www.nirva.lk
Email: [info@nirva.lk](mailto\:info@nirva.lk)
Phone / WhatsApp: 070 524 0001
Address: Left Bank, No. 121/A, Track 02, Mahawilachchiya 50022, Anuradhapura, Sri Lanka.
Business Hours: Monday – Saturday, 8:30 AM – 5:30 PM
NIRVA reserves the right to update this policy when necessary. Nothing in this policy limits any mandatory consumer rights provided by Sri Lankan law.