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This page (together with the documents referred to on it) tells you the terms and conditions (“Terms & Conditions”) on which we supply any of the products (“Products”) listed on our website (the “Site”) to you. Please read these Terms & Conditions carefully before ordering any Products from the site. It would be best if you understood that by ordering any of the Products, you agree to be bound by these Terms & Conditions. Please also note that the use of the site is subject to the terms contained in the Disclaimer document, which apply whether or not you order any Products from the site. It would be best if you also read our Privacy Policy.


Information about us

The site is operated by Exclusive Line (PVT) Limited (“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


2.1 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.

2.2 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 you receive our Dispatch Confirmation.

2.3 We may choose not to accept your order for any reason and will not be liable to you or anyone else in those circumstances.

2.4 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

2.5 All card refunds will be processed within three working days. These refunds could take up to 5 business days to be available in the recipient’s account. Card refunds go through the banks, and the time frame is due to their processing period. In the case of a cash refund, it will be done within the period stated in the shipping policy.


Price and Payment

3.1 The price of any Products will be quoted on our site occasionally, except in cases of obvious error.

3.2 These prices include all taxes within Colombo City Limits but exclude delivery costs other than specified, 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.

3.3 Prices can change anytime, but changes will not affect orders because we have already sent you a payment confirmation.
3.4 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.

3.5 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.

3.6 Our Site contains many Products, and it is always possible that, despite our best efforts, some of the Products listed on our site may need to be correctly 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.

3.7 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 would result in a penalty of LKR 1500 for handling costs.

3.8 Currently, we do not accept cards registered outside Sri Lanka or non-Sri Lankan-based delivery addresses.

3.9 If you select the KOKO payment option as payment method , points will not be rewarded



4.1 We will deliver the Products to you per the delivery option specified by you when you placed your order.

4.2 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.


Risk and Ownership

5.1 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 given.

5.2 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.


Our cancellation, returns and refund policy

Orders can be cancelled as long as they have yet to be dispatched.

Orders that have been dispatched cannot be cancelled and refunded.

Exchanges may be possible but will be determined on a case-by-case basis at our discretion. All exchanges will incur a return delivery fee of Rs. 450 unless the exchange is due to the fault of Exclusive Lines Pvt. Ltd. The exchange request has to be done within 14 days of purchase.

If, for any reason, an item is received damaged, defective or incorrect, arrangements will be made for the goods to be collected/swapped over or refunded in full at our expense. The damage or defect has to be advised to Exclusive Lines Pvt. Ltd within 03 days of being received.

We will accept returns if the product is unopened, not damaged, and in original condition. Change of mind returns and refunds will incur a delivery/transport fee of Rs. 450. The return request has to be done within 14 days of the purchase.

All sale tab items are non-refundable or exchangeable, even for change-of-mind returns. Refunds or exchanges will only be offered if the product is damaged or defective.

Exchanges and refunds cannot be done in-store.

All requests can be made by calling customer care at 0767977714 or contacting us through our social media or website chat.

By purchasing with Exclusive Lines Pvt. Ltd., you accept our terms & conditions.


Message 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.


Our liability

8.1 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).

8.2 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.

8.3 Our courier shall not be liable for any loss, damage, delay, misdelivery, or non-delivery not caused by its negligence or for any loss, damage, delay, misdelivery, or non-delivery caused by:

A] Acts of God, perils of the air, enemies, public authorities acting with actual or apparent authority or law, acts or omissions of postal, customs, or other government officials, riots, strikes, or other local disputes, hazard incidents to a state of war, weather conditions, temperature or atmospheric changes or conditions, mechanical or other delays of any aircraft used in providing transportation services, or any other cause reasonably beyond the control of our courier.

B] 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.

C] 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.

8.4 Nothing in this section 8 or elsewhere in our Terms & Conditions affects your statutory legal rights.


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.


Non-Delivery of Shipment

Notwithstanding the shipper’s instruction to the contrary, the shipper shall be liable for all costs and expenses related to the shipment of the package and for costs incurred in either returning the shipment or warehousing the shipment pending disposition.



Any formal legal notices should be sent to us at our Customer Services address in the Contact Us section.


Events outside our control

We will not be liable or responsible for any failure to perform or delay in performance of any of our obligations that are caused by events outside our reasonable control.



14.1 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.

14.2 We have the right to revise and amend these Terms & Conditions from time to time without prior notice by changing them on the site, provided that any such change will not affect any purchases you have made before the change is implemented.

14.3 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.

14.4 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. We are required by law to inform you that purchases can be concluded in English only and that no public filing requirements apply.


Contact Us

If you need help with ordering from the site or have any questions concerning an order, please feel free to Contact Us.



These Terms & Conditions were last updated in February 2021.

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