We want you to be satisfied with your order. This policy explains when you can cancel an order, return a product, and receive a refund. Because we sell sexual and reproductive health products, some items cannot be returned once opened, for hygiene and safety reasons — please read this policy carefully before ordering.
Cancellations
You can cancel an order at no cost for as long as it has not yet been dispatched. To cancel, contact us as soon as possible with your order number, using the details at the end of this page. If your order has already been dispatched it can no longer be cancelled, but you may be able to return it under the conditions below.
Returns
For reasons of hygiene and safety, sexual and reproductive health products cannot be returned once they have been opened or once any seal has been broken.
You may request a return within 7 days of delivery if the product:
- arrived damaged or defective;
- is incorrect or not what you ordered; or
- is still sealed, unused and in its original condition.
To request a return, contact us with your order number and, where relevant, a photograph of the issue. Please do not send a product back before contacting us — we will confirm the return process with you first.
Refunds
Once we have received and inspected a returned item, or confirmed an issue with your order, we will let you know whether your refund has been approved. Approved refunds are processed to your original payment method, usually within 7–14 working days. Delivery charges are refunded only where the return is due to our error — for example, a damaged, defective or incorrect item.
If your order has not arrived, or arrives damaged, please contact us promptly so we can put it right by arranging a replacement or a refund.
How to contact us
For any cancellation, return or refund request, contact us at shop@fpasrilanka.org or on +94 11 255 5455. Please include your order number. See also our Support & Complaints page.