Return & Refund Policy

Last Updated: September 2026

At DUTTI’S Stationery & Bookshop, we want you to be completely satisfied with your purchase. If you receive an incorrect, damaged, defective, or incomplete item, please contact us and we will assist you with the return or replacement process.

1. Eligibility for Returns

Products may be returned within 7 days of delivery if:

• You received the wrong product.
• The product was damaged during delivery.
• The product has a manufacturing defect.
• The product is missing parts or items that were included with the purchase.
• The product received is materially different from the product ordered.

Please contact us as soon as possible after receiving your order and provide your order number, photographs of the product and packaging, and a description of the issue.

2. Condition of Returned Products

To be eligible for a return, the product should:

• Be unused and in its original condition.
• Be returned with its original packaging where applicable.
• Include all accessories, parts, labels and promotional items supplied with the product.
• Be accompanied by the original invoice or proof of purchase.

DUTTI’S reserves the right to inspect returned products before approving a return, replacement or refund.

3. Non-Returnable Products

The following items are generally not eligible for return unless they are received damaged, defective or incorrect:

• Books that have been written in, marked, highlighted or otherwise used.
• School textbooks, workbooks and exercise books that have been written in or damaged.
• Opened or used stationery products.
• Items damaged after delivery due to misuse, negligence or improper handling.
• Products with missing components or packaging due to customer use.
• Clearance, promotional or specially discounted items, unless the product is defective or we supplied the wrong item.
• Customized or specially ordered products.

4. Change-of-Mind Returns

DUTTI’S does not generally accept returns solely because a customer has changed their mind, selected the wrong product, or no longer requires the product.

Customers are encouraged to carefully check the product description, size, quantity, edition and other details before placing an order.

This does not affect any rights or remedies available to customers under applicable Sri Lankan law.

5. Damaged Products

If your order arrives damaged, please notify us within 48 hours of delivery.

Where possible, please take photographs or a video of:

• The outer delivery package.
• The shipping label.
• The damaged product.
• The internal packaging.

This will help us investigate the issue with our delivery partner and process your request efficiently.

6. Wrong Product Received

If you receive an item different from what you ordered, please contact us within 7 days of delivery.

Once verified, DUTTI’S may arrange for the incorrect item to be collected and the correct item to be delivered, subject to availability.

7. Refunds

Where a refund is approved, the refund will generally be made using the original payment method or another mutually agreed payment method.

Refund processing times may vary depending on the payment method and financial institution.

Shipping charges may be refundable where the return is due to an error by DUTTI’S, such as an incorrect or defective product.

8. Exchanges & Replacements

Where appropriate, DUTTI’S may offer a replacement instead of a refund.

Replacement is subject to product availability. If the original product is unavailable, we may offer an alternative product of similar value or process an eligible refund.

9. Return Shipping

If the return is due to an error by DUTTI’S, such as an incorrect, defective or damaged product, DUTTI’S will generally bear the reasonable return delivery cost.

For returns that are not caused by an error or defect on the part of DUTTI’S, the customer may be responsible for applicable delivery or return costs.

10. How to Request a Return

To request a return, please contact us with:

• Order number
• Customer name
• Contact number
• Product name
• Reason for return
• Photographs/videos where applicable
• Proof of purchase

Please do not send products back to us before receiving return instructions from DUTTI’S.

11. Inspection & Approval

All returned products are subject to inspection.

If the product does not meet the conditions of this policy, DUTTI’S may decline the return, replacement or refund.

Where a return is declined, the customer will be informed of the reason.

12. Cancellations

Orders may be cancelled before dispatch, subject to confirmation by DUTTI’S.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

13. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude or limit any consumer rights or remedies that cannot legally be excluded or limited under the applicable laws of Sri Lanka.

DUTTI’S reserves the right to update this policy from time to time. The latest version published on our website will apply to purchases made after the effective date of the updated policy.