Return and Refund Policy

At Pro White, we take care to ensure that every order is packed securely and delivered in good condition. Please read this policy carefully before placing your order.

1. Change-of-Mind Returns

Due to the personal-use and hygienic nature of skincare, cosmetic, haircare and body-care products, we do not accept returns or exchanges for:

• Change of mind
• Ordering the wrong product, size or quantity
• Personal preferences regarding fragrance, colour or texture
• Products that have been opened, used, tested or unsealed
• Products damaged after delivery through misuse or improper storage
• Products that did not provide the customer’s expected results

Please review the product description, volume, directions and ingredients carefully before completing your purchase.

2. Damaged, Defective or Incorrect Products

Please contact us if your order arrives:

• Damaged or leaking
• Defective
• Expired at the time of delivery
• With the wrong product
• With a missing product
• In a condition that makes the product unsafe or unsuitable for use

The issue must be reported within 48 hours of receiving the order.

To submit a claim, please provide:

• Your full name
• Order number
• Contact number
• A clear description of the issue
• Clear photographs or videos of the product, packaging and parcel label

Please keep the product and its original packaging until your claim has been reviewed. Do not use or dispose of the affected product before receiving instructions from us.

3. Assessment of Claims

All return, replacement and refund requests are subject to inspection and approval by Pro White.

Submitting a request does not automatically guarantee a replacement or refund. We may request additional photographs, videos or information to investigate the issue.

Products returned without prior approval may not be accepted.

4. Replacements

When a claim is approved, we may offer a replacement for the damaged, defective, missing or incorrect product.

Pro White will cover the reasonable delivery cost of sending a replacement when the issue has been verified as an error by us or damage occurring before delivery.

Replacement products remain subject to stock availability.

5. Refunds

A refund may be offered when:

• The affected product is unavailable for replacement
• The order cannot be fulfilled
• A replacement is not considered an appropriate resolution
• A refund is otherwise required under applicable law

Once approved, refunds will be issued using the original payment method where possible.

For Cash on Delivery orders, an approved refund may be processed by bank transfer. The customer must provide accurate account details. Pro White will not be responsible for delays caused by incorrect information provided by the customer.

Processing times may vary depending on the bank, card issuer or payment provider.

6. Delivery Charges

Original delivery charges are generally non-refundable.

Delivery charges may be refunded when the complete order is confirmed to be damaged, defective, incorrect or unable to be fulfilled due to an error by Pro White.

7. Order Cancellations

An order may be cancelled only before it has been processed, packed or dispatched.

Once an order has been dispatched, it cannot normally be cancelled. Customers should contact us as soon as possible when requesting a cancellation.

Repeated refusal of confirmed Cash on Delivery orders may result in Cash on Delivery being restricted for future purchases.

8. Skincare Results and Reactions

Skincare results can vary depending on skin type, skin condition, frequency of use, sun exposure, lifestyle and other individual factors. Pro White does not guarantee identical results for every customer or results within a particular period.

Refunds will not normally be provided solely because:

• The customer did not achieve the expected result
• The product was unsuitable for the customer’s personal skin type
• The customer disliked the product’s fragrance, texture or consistency
• The customer experienced sensitivity caused by an individual allergy or intolerance

Customers should review the ingredients and perform a patch test before using a new product. Discontinue use if irritation occurs and seek medical advice when necessary.

This section does not affect claims involving a product that is verified as defective, contaminated, incorrectly labelled or otherwise unsuitable for sale.

9. Promotional Products and Free Gifts

Products received as free gifts are not eligible for cash refunds or exchanges.

When a refund is approved for a promotional package or bundle, the value of any retained products or gifts may be deducted from the refund amount where appropriate.

10. Packages and Bundles

Where products were purchased as part of a package or bundle, the complete package may need to be returned before a full refund can be processed.

When only one product in a package is damaged, defective or incorrect, the resolution may be limited to that particular product.

11. Unauthorised Returns

Do not send products back without contacting Pro White and receiving return instructions.

Pro White will not be responsible for products returned without approval, sent to an incorrect address or lost during an unauthorised return.

12. Consumer Rights

Nothing in this policy is intended to exclude or restrict any consumer rights or remedies that cannot legally be excluded under the laws of Sri Lanka.

The Consumer Affairs Authority accepts complaints relating to goods and services and may inquire into consumer complaints.