At Auzmart, we’re committed to bringing you authentic skincare and cosmetics from trusted brands like CeraVe and The Ordinary. Your satisfaction matters to us, and we aim to make every shopping experience smooth and reliable.
Because skincare is personal and hygiene-sensitive, we’ve kept our return policy clear and fair.
Return & Refund FAQs
How do I request a return?
You can request a return within 3 days of receiving your order.
We accept returns only if:
- Your item arrived damaged (e.g., leakage, broken cap/lid), or
- You received the wrong product
To request a return, please contact us with:
- Your order details
- Clear photos/videos as proof
Conditions:
- Item must be unused, unopened, and in original condition
- Original invoice is required
Returns will not be accepted for change of mind or opened products due to hygiene reasons.
How long do refunds take?
Once we receive and inspect the returned item:
- Koko payments → processed within 6–10 working days
- Other payments → processed within up to 6 working days
(Processing times may vary slightly depending on your bank.)
How will I receive my refund?
- Card payments → refunded to the same card used
- Cash on Delivery (COD) → refunded via bank transfer
- Koko payments → refunded through the Koko platform
Hygiene & Product Safety
To protect our customers, we do not accept returns or exchanges for:
- Opened or used products
- Items with broken seals or tampered packaging
- Hygiene-sensitive items (e.g., deodorants, roll-ons, body sprays)
- Fragrances without original packaging
- Discounted, promotional, or clearance items
Eligible Returns
Returns are accepted only if:
- Product is damaged upon delivery, or
- Incorrect item was sent by us
AND
- Product is unused and unopened
- In original condition
- Invoice is provided
Return Shipping
- If the issue is from our side, we’ll handle it
- Otherwise, return shipping costs are the customer’s responsibility
Pre-Orders
Some items are available on pre-order to ensure authenticity.
- Delivery time: 10–20 working days
- Full payment required at checkout
- Payments available via Koko
- Prices include all taxes and shipping within Sri Lanka
Need help?
We’re here for you
Feel free to contact the Auzmart team for any support or questions.