This policy applies to Pearlexa products purchased from pearlexa.lk in Sri Lanka. Pearlexa is a consumer-electronics company, so our post-purchase policy is based on the condition of the product, the reason for the claim, our product warranty and the consumer protections that apply under Sri Lankan law.

1. No Change-of-Mind Return After Correct Delivery

Once a product has been correctly supplied and delivered in the condition and specification ordered, Pearlexa does not offer a return, exchange or cash refund solely because the customer changed their mind, no longer wants the product, found another product at a different price, or made an incorrect purchase decision.

This rule applies only where the product supplied is the product ordered, is not defective or materially damaged, is materially as described, and there has been no fulfilment or delivery failure attributable to Pearlexa. It does not remove any right or remedy that cannot lawfully be excluded under Sri Lankan law.

Pearlexa may, at its discretion, offer a same-product replacement or another reasonable exchange as a customer-service goodwill measure in an exceptional case even where there is no qualifying defect. Any such goodwill arrangement is subject to product condition, stock and Pearlexa approval, and does not create a general right to return a correctly supplied product for cash.

2. Wrong, Damaged, Defective or Materially Misdescribed Products

If Pearlexa supplies the wrong product, the parcel or product is materially damaged in delivery, an included item is missing, the product has a genuine defect, or the product materially differs from what was represented at the time of purchase, contact support@pearlexa.com as soon as reasonably possible. Please provide the order number, serial number where applicable, a description of the issue and reasonable supporting photographs or video where useful.

Pearlexa will assess the issue and provide the appropriate remedy. Depending on the circumstances, this may include technical troubleshooting, inspection, repair or replacement. A refund will be provided where Pearlexa cannot reasonably fulfil or remedy the order, where an agreed replacement or repair cannot reasonably be provided, or where a refund is otherwise required by applicable Sri Lankan law.

3. Replacement- and Repair-First Approach

For a genuine product fault or warranty issue that can reasonably be corrected, Pearlexa generally uses a repair or replacement first approach rather than an automatic cash refund. The remedy selected will depend on the fault, safety considerations, warranty terms, availability of an equivalent replacement and applicable consumer rights.

If a replacement is provided, it will normally be the same model or an equivalent unit. Pearlexa will not substitute a materially different product without the customer's agreement.

4. When Pearlexa Cannot Fulfil a Paid Order

If the website accepted payment but Pearlexa later discovers that the paid product cannot be supplied—for example because of an inventory discrepancy, a system error or another Pearlexa-side fulfilment failure—we will contact the customer promptly. Unless the customer voluntarily accepts a suitable alternative arrangement, Pearlexa will cancel the unfulfilled order and refund the amount due to the original payment method where technically possible.

5. Warranty Claims

A warranty claim is separate from a change-of-mind return. Products sold with an express Pearlexa warranty are handled under the applicable Warranty & After-Sales Policy and any product-specific warranty terms supplied with the product. Customers should retain proof of purchase and the product serial number where applicable.

6. Return Authorization, Collection and Inspection

Please contact Pearlexa before sending any product back. We will provide return, collection or service instructions. A product may be collected through Citypak or another arranged logistics provider, or accepted at an agreed Pearlexa service location. Returned products may be inspected or tested to determine the cause of the reported issue and the appropriate remedy.

7. Return Transport Costs

Where a return is required because Pearlexa supplied the wrong item, a delivery-related damage claim is accepted, or a qualifying defect is confirmed, Pearlexa will arrange or bear reasonable return transport as appropriate. Pearlexa is not responsible for unnecessary return costs incurred without following the return instructions we provide.

8. Refund Method and Processing Time

Where a refund is approved, Pearlexa will normally return the refundable amount to the original payment method where technically possible and will initiate it without unreasonable delay. For PayHere payments, payment-provider and issuing-bank processing times apply. PayHere states that delayed refunds can take approximately 5–10 days after processing to be returned to the customer.

9. Circumstances Not Covered as a Pearlexa Product Fault

To the extent permitted by law, a warranty, repair, replacement or refund claim may be declined where the issue results from misuse, accidental damage after delivery, unauthorized repair or modification, improper installation, operation outside the published product ratings, use contrary to instructions, external electrical/network conditions, or another exclusion stated in the applicable product warranty. A claim will not be rejected merely because the customer exercised a lawful consumer right.

10. Consumer Rights and Complaints

Nothing in this policy is intended to restrict a consumer protection, implied warranty or remedy that Pearlexa is required to provide under applicable Sri Lankan law. If you are dissatisfied with our handling of a claim, contact Pearlexa first so we can investigate. You may also use any redress mechanism available through the Consumer Affairs Authority of Sri Lanka or other lawful authority.

11. Contact Us

Pearlexa Pvt Ltd
Company No. PV 00354432
76/G, 2nd Lane, I. Jothipala Mawatha,
Malabe 10115, Western Province, Sri Lanka
Phone: +94 70 177 3290
Support: support@pearlexa.com