Return Policy

Effective Date: May 2026  |  Last Updated: May 2026

1. Our Commitment

At Vortex Paints, we stand behind the quality of every product we sell. If you are not satisfied with your purchase, we are here to help. This Return Policy outlines the conditions under which products may be returned or exchanged.

2. Return Window

Return requests must be submitted within 7 days of receiving your order. Requests made after this period will not be accepted.

3. Conditions for a Valid Return

To be eligible for a return, all of the following conditions must be met:

  • The product is unused and in its original condition
  • The product is in its original, sealed, and unopened packaging
  • Proof of purchase is provided (order confirmation, receipt, or WhatsApp order record)
  • The return request has been approved by our team before the product is sent back

4. Non-Returnable Items

The following products are not eligible for return under any circumstances:

  • Opened or partially used chemical products — including paint cleaners, rust converters, rust removers, primers, and agricultural sprays
  • Products that have been mixed, diluted, or applied
  • Products damaged due to customer mishandling, improper storage, or incorrect application
  • Products returned without prior approval from our team
  • Products returned after 7 days from the delivery date
  • Products purchased at a discounted or sale price, unless they are defective

5. Damaged or Incorrect Products

If you receive a product that is damaged in transit, defective, or not what you ordered, please contact us within 48 hours of delivery. To raise a claim, provide:

  • Your order number or proof of purchase
  • A clear description of the issue
  • Photographs of the damaged or incorrect product and its packaging

 

We will review your claim and respond within 3 business days. If approved, we will arrange a replacement delivery at no cost to you.

6. How to Request a Return

To initiate a return, contact us through one of the following:

  • WhatsApp: +94 769 364 494
  • Email: info@vortexpaints.lk

 

Please include your order details and reason for the return. Do not send back any product without receiving written approval from our team first. Unauthorised returns will not be accepted and will not be processed.

Once your return is approved, we will provide instructions for collection or drop-off. If the return is due to a defect or an error on our part, we will cover the return delivery cost. In all other approved cases, the customer is responsible for the cost of returning the product.

7. Exchanges

We offer exchanges for products that are defective or where the wrong item was delivered. Exchanges are subject to product availability. If you wish to exchange a product, contact us within 7 days of delivery to arrange this.

8. Important Note on Chemical Products

Many of our products — including rust converters, paint cleaners, and agricultural solutions — are chemical formulations. For health, safety, and quality control reasons, once these products are opened, they cannot be returned or exchanged regardless of the circumstances. We strongly encourage customers to:

  • Verify the product is suitable for your intended use before opening
  • Read all product labels and safety data sheets carefully
  • Store products as directed on the label, away from heat, sunlight, and moisture

9. Contact Us

If you have any questions about our Return Policy, please get in touch with us:

 

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