Refund and Returns Policy

Effective Date: 01/08/2026

Thank you for shopping with Lingerie Station.

Due to the intimate and personal nature of the products we sell, we maintain a strict No Return, No Exchange and No Refund Policy for hygiene, health and safety reasons.

By placing an order through our website, WhatsApp, social media pages or any other sales channel, you confirm that you have read, understood and agreed to this policy.

1. All Sales Are Final

All purchases made from Lingerie Station are considered final.

Except where otherwise required by applicable law:

  • We do not accept product returns.
  • We do not provide product exchanges.
  • We do not provide refunds for change of mind.
  • We do not accept opened or unopened intimate products for return.
  • We do not exchange products for a different size, colour, style or design.
  • Delivery charges and payment-processing charges are non-refundable.

This policy applies to all lingerie, underwear, bras, panties, lingerie sets, bodysuits, shapewear, sleepwear and other intimate products sold by Lingerie Station.

2. Hygiene and Safety Policy

For hygiene, health and safety reasons, intimate products cannot be returned or exchanged after they have been sold or delivered.

This policy applies even when:

  • The product has not been worn.
  • The product has not been washed.
  • The package has not been opened.
  • The product tags remain attached.
  • The customer changes their mind.
  • The customer no longer requires the product.
  • The product was purchased as a gift.
  • The customer selected the incorrect size, colour or design.

We follow this policy to protect the hygiene, safety and privacy of all our customers.

3. Size Selection

Customers are fully responsible for selecting the correct size before completing an order.

Product sizes may vary depending on the product design, material, manufacturer and style. Customers must review the following information before placing an order:

  • Product description
  • Size guide
  • Product measurements
  • Available colours
  • Product images
  • Material information
  • Product specifications

Our customer support team may provide general sizing guidance. However, sizing assistance is provided only as a recommendation and does not guarantee a perfect fit.

A product cannot be returned, exchanged or refunded because it does not fit the customer as expected.

4. Colour and Product Appearance

Product colours may appear slightly different depending on:

  • Mobile phone or computer display settings
  • Screen brightness
  • Photography lighting
  • Product batches
  • Manufacturing variations

Minor colour, stitching, pattern, texture or measurement variations will not be considered product defects.

Returns, exchanges or refunds will not be provided for minor differences between the online images and the physical product.

5. Change of Mind

We do not accept returns, exchanges or refund requests when a customer:

  • Changes their mind after placing the order
  • Changes their mind after receiving the order
  • Selects the wrong product
  • Selects the wrong size
  • Selects the wrong colour
  • Orders an incorrect quantity
  • Does not like the product after receiving it
  • Finds the product available elsewhere at a different price
  • No longer needs the product
  • Purchases the product without reviewing its details

Customers must carefully check all order information before confirming their purchase.

6. Order Cancellation

Orders can only be cancelled before they have been processed, packed or handed over to the courier service.

Once an order has been processed or dispatched, it cannot be cancelled.

To request an order cancellation, contact us immediately with your:

  • Full name
  • Contact number
  • Order number
  • Reason for cancellation

Submitting a cancellation request does not guarantee that the order can be cancelled.

7. Cash on Delivery Orders

Customers who place Cash on Delivery orders must ensure that they are available to receive and pay for the parcel.

Confirmed Cash on Delivery orders should not be refused without a valid reason.

Customers who repeatedly refuse confirmed orders, provide incorrect information or remain unreachable may be restricted from placing future Cash on Delivery orders.

Additional delivery charges may apply if an order must be resent due to:

  • An incorrect or incomplete address
  • An incorrect telephone number
  • The customer being unavailable
  • The customer refusing a confirmed order
  • Failure to respond to the courier service

8. Incorrect Items

Customers must inspect their order immediately after receiving the parcel.

When Lingerie Station has sent a product that is different from the product confirmed in the customer’s order, the customer must contact us within 24 hours of delivery.

The customer must provide:

  • The order number
  • Clear photographs of the received parcel
  • Clear photographs of the product
  • A clear photograph of the courier label
  • An uninterrupted parcel-opening video
  • A description of the issue

The product must not be worn, washed, tested, altered or damaged.

After reviewing the evidence, Lingerie Station may provide an appropriate solution, subject to the circumstances and applicable law.

9. Damaged or Defective Items

Customers must notify us within 24 hours of delivery if a product arrives visibly damaged or contains a significant manufacturing defect.

The following evidence may be required:

  • Order number
  • Clear product photographs
  • Clear photographs of the parcel
  • Photograph of the courier label
  • An uninterrupted unboxing video
  • Details explaining the defect or damage

Products that have been worn, washed, stretched, altered, incorrectly stored or damaged by the customer will not be considered eligible for review.

Loose threads, minor stitching differences, slight colour variations and minor measurement differences are not normally considered manufacturing defects.

Submitting a complaint does not automatically guarantee a replacement or refund. Each case will be reviewed individually.

10. Missing Items

When an item is missing from an order, the customer must contact us within 24 hours of receiving the parcel.

The customer must provide the order number, photographs of the parcel, courier label and an uninterrupted unboxing video.

Claims submitted without sufficient evidence or after the 24-hour period may not be accepted.

11. Unboxing Video Requirement

Customers are strongly advised to record a continuous unboxing video when opening the parcel.

The video should:

  • Begin before the parcel is opened
  • Clearly show the sealed parcel
  • Clearly show the courier label
  • Show the complete opening process
  • Show all products received
  • Be recorded without pauses, cuts or editing

An edited, incomplete or unclear video may not be accepted as sufficient evidence.

12. Items That Cannot Be Returned

The following products cannot be returned or exchanged under normal circumstances:

  • Bras
  • Panties and underwear
  • Lingerie sets
  • Bodysuits
  • Corsets
  • Shapewear
  • Sleepwear
  • Hosiery
  • Intimate accessories
  • Sale or discounted products
  • Promotional products
  • Gift items
  • Custom or special orders
  • Products purchased using discount codes
  • Opened or unopened intimate products

These restrictions apply regardless of whether the product has been worn or used.

13. Sale and Promotional Items

All sale, discounted, clearance, promotional and special-offer purchases are final.

Sale products cannot be:

  • Returned
  • Exchanged
  • Refunded
  • Replaced due to a change of mind
  • Exchanged for another size or colour

Customers must confirm all product details before purchasing promotional items.

14. Refunds

Refunds are not provided for customer selection errors, change of mind, incorrect size selection, colour preference or product preference.

Where Lingerie Station determines that a refund is appropriate or where a refund is required under applicable law, the refund may be issued through the original payment method or another agreed method.

Any bank, payment gateway, instalment-payment provider or processing fees may be subject to the terms of the relevant payment provider.

The time required for a refund to appear may vary depending on the bank or payment service provider.

15. Delivery Charges

Original delivery charges are non-refundable.

When a parcel must be resent because of incorrect customer details, customer unavailability or refusal to receive a confirmed order, the customer may be required to pay an additional delivery charge.

Delivery charges related to rejected complaints or non-defective products will not be refunded.

16. Return Parcels Sent Without Approval

Customers must not send products back to Lingerie Station without receiving written approval from our customer support team.

Any parcel returned without prior approval may:

  • Be rejected
  • Be returned to the customer
  • Remain unprocessed
  • Require the customer to pay additional courier charges

Lingerie Station will not be responsible for products sent to an incorrect address or returned without authorisation.

17. Policy Abuse and Fraudulent Claims

Lingerie Station reserves the right to reject complaints that appear to involve:

  • False or misleading information
  • Edited or fraudulent evidence
  • Product misuse
  • Intentional product damage
  • Repeated refusal of confirmed orders
  • Abusive or threatening communication
  • Attempts to obtain unauthorised refunds or replacements

Accounts, telephone numbers or addresses connected with repeated policy abuse may be restricted from placing future orders.

18. Legal Rights

Nothing in this policy is intended to exclude or limit any customer right that cannot legally be excluded under applicable Sri Lankan law.

Where a product issue is subject to a legal or regulatory requirement, the matter will be handled according to the applicable requirement.

19. Contact Us

For questions regarding this Refund and Returns Policy, contact us using the details below: