Hansa Ceylon

Hansa Ceylon Coffee (Pvt) Ltd

Refund and Return Policy

How returns, exchanges, cancellations and refunds work for orders placed on hansaceylon.com.

Last updated: 20 October 2026

This policy applies to all orders placed through hansaceylon.com, including our online shop and our wholesale order page. Products are sold by Hansa Ceylon Coffee (Pvt) Ltd, which sells its own Hansa Ceylon Coffee range alongside products from its group brands, Serendib Chocolate and Sunrise Organic Farm.

Most of what we sell is food or personal care, so we are careful about what can come back. If anything arrives damaged, faulty or not what you ordered, we will always put it right.

Damaged, faulty or incorrect items

If an item arrives damaged, faulty, spoiled or different from what you ordered, tell us within 3 days of delivery. Send your order number and a photo of the item and its packaging to hello@hansaceylon.com or WhatsApp +94 70 696 3733.

Once we have checked it, we will send a replacement at no cost or give you a full refund for that item, whichever you prefer. You will not pay any delivery charges for this. We may ask you to return the item, and if so we will arrange and pay for the collection.

Returns

You may return items you no longer want within 7 days of delivery if they are unopened, unused, with their seal intact and in their original packaging. Contact us before sending anything back so we can confirm the return and give you the return address.

Non-returnable items

For food safety and hygiene reasons we cannot accept returns, unless they are damaged, faulty or incorrect, of:

Exchanges

If you would like a different roast, grind or size, contact us within 7 days of delivery. If the item is unopened and sealed, we will exchange it. You pay the delivery charge for the exchange unless the original item was incorrect.

Return shipping

For change-of-mind returns and exchanges, you pay the cost of sending the item back to us. Original delivery charges are not refunded for change-of-mind returns. For damaged, faulty or incorrect items, we cover all delivery costs.

Cancellations

You can cancel an order at any time before it is dispatched by contacting us on WhatsApp or by email. If you have already paid, we will refund the full amount, including delivery. Once an order has been dispatched, the returns terms above apply.

We may cancel an order if a product is out of stock, if payment cannot be confirmed, or if we cannot deliver to the address given. If we cancel, we will refund anything you have paid in full.

Refunds and processing time

Once we receive and check a returned item, or approve a refund for a damaged, faulty or incorrect item, we will process the refund within 7 business days.

All refunds are made in Sri Lankan Rupees (LKR).

Wholesale orders

For wholesale and trade orders, please check your delivery when it arrives and report any shortages, damage or incorrect items within 3 days. We will credit, replace or refund those items. Other returns on wholesale orders are by agreement.

Contact us

For any question about a return or refund, contact us: