About us
The site is operated by Exclusive Lines (Pvt) Ltd (“we” / “us”). We are registered in Sri Lanka under company number P V 2295 and with our registered office at Level 02, Park Land 01, No 33 Park Street, Colombo 02.
The Terms & Conditions – Customer Service Contact Information
In respect of Goods and services provided by the merchant through Internet-based transactions, the merchant shall indicate and display the following on Merchant’s Website:
A. Return, refund, and cancellation policy.
B. Shipping and delivery policy
C. Merchant’s customer service contact information
1. Placing an Order
You may place an order to purchase a Product advertised for sale on the site by following the onscreen prompts after clicking on the item you are interested in. You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order by clicking the “Place order” button on the “Checkout” page.
1.1. After placing an order, you will receive an e-mail (the “Order Confirmation”) acknowledging that we have received your order and giving an order number and a summary of your purchase. Our contract will only be formed when we send you an e-mail confirming that the Products have been dispatched (the “Dispatch Confirmation”). The Order Confirmation does not constitute acceptance of your order.
1.2. We may choose not to accept your order for any reason and will not be liable to you or anyone else in those circumstances.
1.3. We may be unable to process your order if: The product you ordered is out of stock or discontinued; OR There is a problem with the authorization of the payment on your credit card.
1.4. Refunds, where they apply, will be dealt with in accordance with our Cancellation, Exchange, Return and Refund Policy set out below, and nothing in these Terms and Conditions affects your statutory rights. Where a refund is due to a card, it will be processed within seven (7) to fourteen (14) working days and may take up to seven (7) further business days to appear in your account, depending on your bank. This shall apply mutatis mutandis and pari passu to online and retail purchases.
2. Price and Payment
2.1. The price of any Products will be quoted on our site from time to time, except in cases of obvious error.
2.2. These prices include all applicable taxes but exclude delivery costs, which will be added to the total amount due once you have selected a delivery service from the options set out in the Delivery section.
2.3. Prices may change at any time, but such changes will not affect any order for which we have already sent you an Order Confirmation.
2.4. We can only complete your order once you have confirmed the payment option. Payment can be made by most major credit cards or the cash-on-delivery option and completing the relevant details on the “Checkout” page.
2.5. By using a credit/debit card to pay for your order, you confirm that the card/account is yours or that the primary cardholder authorises you. All credit card account holders are subject to validation checks and authorisation by the card issuer. If your card issuer refuses to allow payment, we will not accept your order and will not be liable for any delay or non-delivery. We are not obliged to inform you of the reason for the refusal. We are not responsible for your card issuer or bank charging you due to our processing of your credit card payment per your order.
2.6. Our Site contains many Products, and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will rectify any such errors as soon as possible once we become aware of them. Suppose a Product’s correct price differs from the price stated on our site. In that case, at our discretion, we will usually contact you for instructions before dispatching the product or reject your order and notify you of such rejection.
2.7. Once you choose the option pay on delivery, you will be liable to pay the total amount of the product and delivery charges if applicable. Refusal of payment will result in a charge of LKR 1,500 to cover our reasonable handling and delivery costs.
2.8. Currently, we do not accept cards registered outside Sri Lanka or non-Sri Lankan-based delivery addresses.
2.9. If you select the KOKO payment option as payment method , points will not be rewarded.
2.10. VIP Points shall not be issued, earned, or accrued on Products purchased at a discounted price, including items sold during discount sales, clearance, promotions, markdowns, and final sales.
3. Delivery
3.1. We will deliver the Products to you per the delivery option specified by you when you placed your order.
3.2. We will usually deliver all Products in your order in one delivery. We will deliver directly to the delivery address specified in your order. Please see Delivery Information for where we provide and the available delivery options. We cannot deliver items within the same order to multiple addresses. Wherever possible, Deliveries will be made to your door. If you are not in to receive your Delivery – Special notes such as ID or delivery address will be checked.
4. Risk and Ownership
4.1. Once delivered, the products ordered will become your responsibility, and, except concerning Products that are damaged or faulty when delivered or have been incorrectly delivered, we will not accept any liability for their loss, damage or destruction after they have been delivered.
4.2. Ownership of the Products will only pass on delivery of the Products to you; or us receiving full payment of all sums due in respect of the Products-(including delivery charges), whichever is the latter.
5. Online Cancellation, Exchange, Return Policy & Refund Policy
5.1. Cancellation Policy:
Orders can be canceled as long as they have not yet been dispatched. Orders that have been dispatched cannot be canceled. Refunds will not be issued. This does not affect your rights in respect of Products that are faulty, damaged, or not as described when delivered.
5.2. Exchange Policy:
Exchanges are subject to approval and must be requested within 7 days of purchase. Products must be unopened, in their original condition, and accompanied by the original bill. A return delivery fee of Rs. 450 will apply unless the exchange is due to an error by Exclusive Lines Pvt. Ltd.
Items must be returned to the head office for any exchanges or returns; exchanges or returns at retail outlets are not possible.
5.3. Items Not Eligible for Return/Exchange:
Items sold during discount sales, clearance, promotions, markdowns, and final sales.
Fragrance
Fragrance is a personal and subjective product. The longevity, projection, and sillage of a fragrance are entirely individual and subjective, and vary from person to person depending on skin type, body chemistry, and other factors. As we are the distributor and retailer of the Products and not their producer or manufacturer, we cannot accept exchanges or returns for any dissatisfaction relating to the longevity, projection, or sillage of a fragrance.
Skincare, make up and other cosmetics
Cosmetics and skincare are personal products. Their appearance, shade, colour, texture, finish, and their suitability for you depend on individual skin type, skin tone, and personal preference. As we are the distributor and retailer of the Products and not their producer or manufacturer, we cannot accept exchanges or returns, whether the Product was purchased online or in one of our retail stores, for any dissatisfaction relating to the shade, colour, texture, finish, or suitability of a cosmetic or skincare Product, or because the Product did not meet your expectations. Shade exchanges are not permitted. Nothing in this clause affects our obligations in respect of a Defective Product, as set out in the Refund Policy, or your statutory rights.
Checking your selection before purchase
Please choose your Products carefully, as selecting the correct shade and colour is your responsibility. For colour cosmetics such as foundation, concealer, and lipstick, please confirm your choice before purchase. If you are buying in one of our retail stores, please use our testers and ask our beauty advisors for assistance. If you are ordering online, please review the shade, description, and product details carefully before placing your order, and contact us first if you are unsure. For reasons of hygiene and product safety, once a cosmetic or skincare Product has been opened we cannot accept its return or exchange, and no refund or credit note will be given, except where the Product is Defective within the meaning of the Refund Policy.
6. Gift vouchers and Refund Policy
6.1. Gift Vouchers
a) We offer gift vouchers in two forms, Physical Gift Vouchers and Electronic Gift Vouchers. Both may be used towards the purchase of any of our Products, and there is no restriction on the Products that may be bought with a gift voucher.
b) The following applies to all gift vouchers. Gift vouchers are non refundable once purchased and cannot be exchanged, returned, or redeemed for cash. Where the value of a purchase is less than the value of the voucher, no cash or refund will be given for the balance, and any remaining value stays on the voucher until it is used or expires. Gift vouchers cannot be redeemed at Cool Planet or Odel. We are not responsible for any gift voucher that is lost, stolen, or used without your authorisation, and a lost or stolen voucher will not be replaced.
c) Physical Gift Vouchers may be purchased online or in one of our stores. Where a Physical Gift Voucher is purchased online, it will be couriered to the purchaser. Physical Gift Vouchers may be redeemed in store only, at our own stores, being Kandy City Centre, Colombo City Centre, Marino Mall, Beauty & Luxe (also at the Colombo City Centre), Crescat, Liberty Plaza, Majestic City, City of Dreams, and One Galle Face.
d) Electronic Gift Vouchers are available online only and may be redeemed online only. The voucher will be emailed to the purchaser. If you are purchasing an Electronic Gift Voucher as a gift, you may enter the recipient's email address at checkout so that the voucher is sent directly to them. We will use that email address only to deliver the voucher, in accordance with our Privacy Policy.
e) All gift vouchers must be redeemed within one (1) year from the date of issue. A voucher that has not been redeemed within its validity period will expire and cannot be used, extended, or refunded. Please check the validity period shown on your voucher at the time of purchase.
6.2. Refund Policy
a) No cash refunds will be given except where a Product is Defective, as defined below. Where any other return or exchange is approved, a credit note will be issued, valid for thirty (30) days from the date of return. Nothing in this policy affects your statutory rights in respect of Products that are faulty, not of merchantable quality, or not as described, for which you remain entitled to a repair, replacement or refund as required by law.
b) Defective means a Product that has a manufacturing fault or failure present at the point of sale and identified when the Product is first opened. This includes a fragrance atomiser or spray mechanism that does not function correctly, and a broken or non functioning applicator, pump or component in a cosmetic Product.
c) A Product is not Defective, and no cash refund or exchange will be given on the ground of defect, where the issue: (a) arises from use, wear, mishandling or damage occurring after the Product has been opened; or (b) relates to your personal preference or expectations, including the wrong shade or colour of a cosmetic Product, dislike of a fragrance or its scent profile, or the longevity, projection or sillage of a fragrance, which are dealt with under our Exchange Policy above.
d) For reasons of hygiene and product safety, opened cosmetic and fragrance Products cannot otherwise be returned or refunded once opened, except where they are Defective.
e) To claim in respect of a Defective Product, you must notify us and return the Product to our head office, with the original bill, within seven (7) days of receipt. The Product must not have been used beyond the extent necessary to identify the defect. If the Product is confirmed as Defective following inspection, a full cash refund will be issued within seven (7) working days from the date the Product is returned. Fund transfer requests can be made by email or letter.
6.3. Greeting Cards
Greeting messages can be added complimentary upon the customer’s request while completing the purchase order on the site. Greeting messages can be a maximum of 100 characters.
7. Our liability
7.1. We accept no liability for any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity, and other similar losses).
7.2. This does not include or limit in any way our liability for death or personal injury caused by our negligence, our responsibility for fraudulent misrepresentation, and any other liability that cannot, under the laws of Sri Lanka, be excluded.
A. Acts or omissions of any postal service, forwarder, or any other entity to whom a shipment is tendered by our courier for transportation, regardless of whether the shipper requested or had knowledge of such third-party delivery requirement.
B. While our courier will endeavor to exercise its best efforts to provide expeditious delivery following regular schedules, they will not be liable for a delay in pick-up, transportation, or delivery of any shipment regardless of the causes of such delay.
7.3. Nothing in this section 7 or elsewhere in our Terms & Conditions affects your statutory legal rights.
8. Insurance / Claims
Any claims against our courier must be submitted in writing to the office of our courier nearest the location where the shipment was accepted.
A. Our courier maintains cargo liability insurance to the full extent of the liability offered to the shipper.
B. The insurance cover shall be governed by all the terms and conditions in the insurance policy issued by the carrier. A certificate evidencing such insurance will be made available to the shipper.
C. Any such insurance policy does not cover consequential damages and loss or damage resulting from delays in transportation within 60 days of the date of acceptance by our courier.
9. Non-Delivery of Shipment
If delivery cannot be completed because you are unavailable to receive the Products, refuse delivery, or have provided incomplete or incorrect delivery details, we may charge you the reasonable costs of any re delivery, return, or storage. For cash on delivery orders, clause 2.7 also applies.
10. Data Protection
We process your personal data in accordance with the Personal Data Protection Act No. 9 of 2022 and our Privacy Policy, which forms part of these Terms and Conditions. By placing an order, you acknowledge that you have read our Privacy Policy, which explains how we collect, use, store, share, and protect your personal data, and the rights available to you.
11. Notices
Any formal legal notices should be sent to us in writing to Exclusive Lines (Pvt) Ltd, Level 02, Park 01, No 33 Park Street, Colombo 02, or by email to customerservice@exclusivelines.lk.
12. Force Majeure
We will not be liable or responsible for any failure to perform, or delay in performing, any of our obligations under these Terms and Conditions that is caused by an event outside our reasonable control. Such events include, but are not limited to, acts of God, natural disasters, fire, flood or severe weather, epidemic or pandemic, war, terrorism or civil unrest, strikes or other labour disputes, failure of power or telecommunications networks, and any act, restriction or measure of a government or public authority. If such an event occurs, we will contact you as soon as reasonably possible, we will take reasonable steps to limit its effect, and our obligations will be suspended for as long as the event continues, with the time for performance extended accordingly. If the event continues for more than thirty (30) days, either you or we may cancel any affected order by notice to the other, and we will refund any sums you have already paid for Products that have not been delivered, in accordance with our Refund Policy.
13. General
13.1. If any of these Terms & Conditions are declared invalid, unlawful, or unenforceable, then that provision shall be deemed deleted from these Terms & Conditions, and the remaining provisions shall remain in full force and effect.
13.2. We have the right to revise and amend these Terms & Conditions from time to time by changing them on the site, provided that any such change will not affect any purchases you have made before the change is implemented.
13.3. Failure by us to enforce a right does not result in the waiver of such right. You may not assign or transfer your rights under these Terms & Conditions.
13.4. You and we agree that Sri Lankan law applies to these Terms & Conditions and that any dispute between us arising out of or in connection with these Terms & Conditions will only be dealt with by the Sri Lankan courts. These Terms and Conditions and any contract concluded under them are available in the English language only.
13.5. All policies are applicable to products purchased online and retail.
13.6. For any queries or clarifications, please contact our customer service department.
13.7. By purchasing with Exclusive Lines Pvt. Ltd., you accept our terms & conditions.
Contact Us
If you need help with ordering from the site or have any questions concerning an order, please feel free to Contact Us. You may contact us on +94767977714 or +94112380075, or reach us via email: customercare@exclusivelines.lk.
Updates
These Terms & Conditions were last updated in September 2026.
