Refund & Returns Policy

01 Our approach to refunds & returns

Every jar of lime pickle is hand-packed in small batches and is a perishable food product. Once a jar has been opened, we're not able to accept it back — this is standard practice across the food industry, for hygiene and food-safety reasons that protect every customer, not just you.

That said, we stand behind the quality of what we send out. If your order arrives damaged, spoiled, defective, or isn't what you ordered, we will make it right with a free replacement or a full refund — your choice.

02 Damaged, defective, or incorrect items

To report a problem:

• Message us on WhatsApp or email, with your order details
• Include clear photos of the jar, the label, and the packaging (and the delivery box, if it arrived damaged)

We review every claim personally, usually within one business day. Once approved, we'll send a free replacement jar or issue a full refund — whichever you'd prefer.

03 Order cancellations

Every order is confirmed manually with you over WhatsApp or phone before we prepare and dispatch it, so you can cancel free of charge at any time before dispatch — just message us.

Once your order has been dispatched, our standard delivery and Cash on Delivery terms apply. If delivery is refused without a valid reason (such as a damaged or incorrect item), any delivery cost we've already incurred may be deducted from your refund.

04 What's not covered

• Jars that have been opened, used, or partially consumed, for hygiene and food-safety reasons
• Change of mind once your order has been dispatched
• Minor natural variation in colour, texture, or lime distribution — normal for a small-batch, hand-cured product made without artificial preservatives
• Damage caused by improper storage after delivery (please store as instructed on the label)

05 How refunds are issued

We don't process payments online, so approved refunds are issued directly to your bank account. If your order was Cash on Delivery and payment hasn't been collected yet, we'll simply adjust or cancel the charge instead.

Once a refund is approved, we usually complete it within 5–7 business days and will confirm with you once it's sent. We'll ask for your bank account name, bank, branch, and account number to make the transfer — these details are used only to process your refund.

06 Exchanges & replacements

If you'd prefer a different flavour or size instead of a refund for an approved claim, just let us know — we're happy to swap it, subject to availability.

07 Return shipping

In most cases, we can resolve a claim from your photos alone and won't ask you to send the jar back. On the rare occasion we do need it back — for example, to investigate a quality issue — we'll arrange and cover the return delivery cost. You'll never be asked to pay to return a faulty item.

08 Changes to this policy

We may update this policy from time to time to reflect changes in our practices or for legal reasons. The "Last updated" date at the top of this page will always show when it was last revised. We encourage you to review this page periodically.

09 Contact us

If you have a question about an order or this policy, contact us:

• Email: sales@ceyprimenaturals.com
• Phone / WhatsApp: +94 77 840 86 56
• Post: CeyPrime Naturals (Pvt) Ltd, No. 1325/16/G, 5th Lane, Bogahawatta Road, Pannipitiya, Colombo, Sri Lanka