Returns & Exchange Policy

This Returns & Exchange Policy (“Policy”) applies to purchases of products made through our website tiffanyandsienna.com (the “Site”). By purchasing from Tiffany & Sienna, you agree to the terms of this Policy.

This website is managed and maintained by Tiffany & Sienna (Private) Limited ("Tiffany & Sienna," "We," "Us," or "Our"), a company incorporated under the laws of Sri Lanka, whose registered address is No 171, Nawala Old Road, Nawala and with registration number PV 003391 40.

1. Overview & Consumer Rights

Tiffany & Sienna acknowledges and operates under the protections afforded to consumers by the Consumer Affairs Authority (CAA) under the Consumer Affairs Authority Act, No. 09 of 2003, and by extension its regulatory directives for e-commerce sellers.

We commit to transparency: all relevant information, including product descriptions, pricing, return and refund/credit terms, delivery/shipping charges and any applicable conditions, is disclosed to you prior to purchase, in accordance with obligations for online sellers.

The statutory rights of consumers under Sri Lankan consumer-protection law, including rights to remedies for defective or mis-described goods, are preserved. This Policy does not intend to limit or waive those statutory rights

2. Eligibility for Returns & Exchange

You may return eligible items purchased on the Site under the following conditions:

  • Return request must be submitted by completing the return request form and sent via email before sending the item back within 14 days of the date of delivery.

  • The item must be in original, unused condition; it must not have been washed, worn, used, altered or damaged.

  • All original tags, seals, labels and identification marks must remain attached.

  • The item must be returned in its original packaging, including all accessories, tags, seals, labels, and protective materials.

  • The return shipment must use the courier arrangement provided by Tiffany & Sienna.

Items failing to meet these conditions may be rejected under our “Compliance Checks” policy (see below).

3. Return Procedure & Refund / Credit

  • To initiate a return, submit a request by completing the return request form and send it via email within 30 days of receipt, providing your order details and reason for return.
  • Upon approval, you will receive an email/ with instructions. You must courier the item using the provided instructions. Returns via third-party couriers not authorised by us will not qualify.
  • Upon arrival, the item will undergo a compliance inspection. If it passes, Tiffany & Sienna will issue:
    • A full refund to your original payment method if required or if selected, or
    • Store credit equal to the purchase price, whichever option you select.
  • Refunds or credit issuance will be processed within 20 calendar days of our acceptance of the returned item. The actual time for funds to appear depends on the payment provider / bank.
  • Original shipping or delivery costs are non-refundable, unless required under statutory consumer-rights (e.g. defective / mis-described goods).

4. Exceptions from Voluntary Return

Certain items are excluded from voluntary returns (change-of-mind / size / fit / preference returns), including but not limited to:

  • Items marked “Final Sale”, “Limited Edition”, “Signature Collection”, bespoke, tailor-made or custom products.

  • Items for which original tags/seals/labels have been removed, damaged, or altered.

  • Items returned without original packaging, protective materials, tags/seals, or after the 14-day return request window.

In such cases, you may request the items be sent back to you at your own expense, or we may retain them without issuing a refund.

5. Statutory Remedies for Defective, Damaged or Mis-described Items 

If you receive a product that:

  • is defective or damaged; or

  • materially differs from the description on the Site (wrong item, incorrect size, material defect, wrong specification, etc.),

then, you are entitled to one of the following remedies (customer’s choice):

  • Replacement (same item, subject to availability), or

  • Repair (if feasible), or

  • Full refund to original payment method (or store credit, if refund is not possible).

To claim a remedy:

  • Notify us in writing (via Contact Us or the Site’s contact form) within 7 days of receiving the item, describing the issue and attaching supporting evidence (photos, order number, etc.).

  • Return the item using our return instructions.

These rights are statutory and may not be waived by contract terms.

6. Limitations & Exceptions

  • We may refuse returns for items that do not meet the eligibility criteria (tags removed, used or damaged, etc.).

  • We are not responsible for returns sent without submitting a return request form or emailing us, or for returns shipped via third-party couriers chosen by you.

  • Returns for final-sale, limited-edition, or custom/bespoke items are handled on a case-by-case basis, and may be excluded except for verified defects or errors.

7. How to Request a Return

To request a return:

  1. Send an email to us with the completed return request form including the order number / email used for purchase.

  2. Upon approval, follow the return instructions sent by us.

  3. Package the items securely in their original packaging, attach all tags / seals, and dispatch.

8. Record-keeping & Consumer Transparency

  • For each sale, Tiffany & Sienna will issue a receipt or invoice (electronic or printed) containing full details: items purchased, price, payment method, shipping/delivery terms, taxes/fees, and reference to return/ refund/credit policy. 

  • All return/refund/exchange requests, notifications, and communications will be archived to maintain transparency and for compliance in case of consumer disputes.

9. Amendments & Updates

We reserve the right to amend or update this Policy at any time (for example, in response to changes in law, business operations, or market conditions). Any changes will take effect upon posting the revised Policy on the Site with an updated “Last Updated” date. Unless otherwise stated, changes apply only to orders placed after the update.

10. Governing Law & Consumer-Rights Enforcement

This Policy, and any dispute arising from returns, refunds, or sale of goods, is governed by the laws of Sri Lanka, including the provisions of the Consumer Affairs Authority Act, No. 09 of 2003 and any relevant statutory or regulatory instruments issued by the Consumer Affairs Authority.

11. Contact & Support

If you have questions, need assistance, or wish to report a defect or problem with your order, contact us via the Contact Us section on the Site. We aim to respond within 5 business days and work to resolve valid issues promptly.