1. Your purchase
Your seller is the shop identified on the invoice or receipt. The shop will state the item, quantity, price, applicable tax, condition, and relevant serial number or IMEI where appropriate.
For a used or refurbished device, the shop will accurately disclose the condition and material known limitations. A receipt or IMEI entry generated by software is not itself a certification of device registration, ownership, or regulatory approval.
2. Warranty information
Any shop or manufacturer warranty, its duration, provider, scope, and permitted conditions will be explained before purchase and recorded on the relevant document. A voluntary warranty adds to, and does not remove, applicable statutory protections.
A claim may require reasonable evidence identifying the transaction and item. The shop will consider available evidence fairly; it must not use an arbitrary procedure to remove a remedy that the law provides.
3. Faults, returns, and change of mind
Contact the shop promptly about an incorrect, faulty, misdescribed, or otherwise non-conforming item. The shop will assess the circumstances and the repair, replacement, refund, compensation, or other remedy required by applicable law.
Any optional change-of-mind return period, packaging requirement, or exchange offer must be disclosed before purchase. A blanket “no refunds” statement does not override a mandatory remedy.
This template does not import an automatic EU 14-day withdrawal period into a Sri Lankan transaction. Additional rules may apply to a particular online sale, product, payment arrangement, or promise and must be assessed by the shop.
4. Complaints
Use the shop contact on your receipt and provide the relevant transaction details. Keep a copy of the description, invoice, warranty, and communications where possible.
The shop’s internal process does not prevent use of a competent authority or court and does not shorten a statutory period. Serilo provides the recordkeeping software and is not automatically the seller or warranty provider.