Return & Exchange Policy

We want you to be completely satisfied with every purchase from TeenGirls.lk. This policy explains when you may return or exchange an item, how our eight-step return process works, what charges may apply, and how your refund is released. Please read it carefully before requesting a return.

1. Refusing a Parcel at the Door

If you reject or refuse to accept a parcel from the courier at the point of delivery, a rejection charge of LKR 500.00 will be applied to your account.

This charge covers the outbound and return transport costs already incurred by TeenGirls.lk and our delivery partner. It applies whether or not the order was prepaid, and is deducted from any refund or points balance due to you.

Please note:

• You may inspect the outer packaging at the door. If the parcel is visibly damaged, wet, opened or tampered with, you should refuse it and notify us immediately — in this case no rejection charge applies.
• Refusing a parcel simply because you have changed your mind, or because you are unavailable, is treated as an on-the-spot rejection and the LKR 500.00 charge applies.
• Repeated parcel rejections may result in Cash on Delivery being disabled for your account.

If you have a concern about your order after it has been accepted, please do not refuse it — accept the parcel and raise a return request through your account instead.

2. Return Eligibility

You may raise a return request if the item you received is:

• Damaged, defective or faulty
• Not the item you ordered, or the wrong size, colour or variant
• Incomplete or missing an accessory or component
• Materially different from the description or images shown on our website

To be eligible, the item must be unused, unwashed and in its original condition, with all tags, labels, packaging, free gifts and accessories intact.

Items that cannot be returned

• Innerwear, swimwear, earrings and other hygiene-sensitive items
• Items marked "Final Sale" or "Non-Returnable" on the product page
• Surprise Box items, where the contents are undisclosed by design
• Items won through Bidding, unless the item received is damaged or defective
• Items damaged through customer use, alteration, improper washing or storage
• Items returned without tags, packaging or proof of purchase

Time limit

Return requests must be raised through your TeenGirls.lk account within 7 days of the parcel being delivered. Requests raised after this period cannot be accepted.

3. The Return Process — 8 Steps

Every return on TeenGirls.lk moves through eight tracked stages. You can follow the live status of your return at any time under My Account → Returns → Return Progress.

Steps 1 to 4 are completed by you. From Step 5 onwards, the TeenGirls.lk team takes over and completes the rest of the process.

Step 1 — Return Request Pending

You raise the return request from your order in My Orders, selecting the item and the reason for return. The request is logged and your return file is opened.

Step 2 — Upload Product Image

You upload clear photographs of the item received, including the tags, packaging and the fault or issue where applicable. Good, well-lit photographs help us process your return faster and reduce the chance of disapproval at the review stage.

Step 3 — Return PDF Label

Once your images are received, a Return PDF Label is generated for your return. Download and print the label, attach it securely to the outside of the parcel, and pack the item in its original condition with all tags and packaging.

Step 4 — Send Tracking and Slip

Hand the parcel over to the courier and then submit the tracking number and a photograph of the courier receipt or slip in your return file. This is the final action required from you.

Step 5 — Awaiting Tracking Approval

The TeenGirls.lk team verifies the tracking details and courier slip you submitted against the return label issued. Once confirmed, the return moves forward automatically.

Step 6 — Return Received

Your parcel arrives at our returns facility and is logged in. The status updates to Return Received so you know your item has safely reached us.

Step 7 — Return Approval Awaiting

This stage is a manual inspection carried out by the TeenGirls.lk team. Our team physically checks the returned item against the return request and the photographs you submitted.

Please note that a return may be disapproved at this stage. Common reasons include:

• The product is damaged, worn, washed or altered
• The item returned is not the item that was ordered, or is unrelated to the return request
• Tags, labels, accessories, free gifts or original packaging are missing
• The reported fault cannot be verified on inspection
• Signs of misuse, staining, odour or general wear
• The item falls under our non-returnable categories

Because this step involves a physical inspection by a member of our team, it may take a few working days. If your return is disapproved, you will be notified with the reason, and the item will be sent back to you at your cost.

Step 8 — Points Released

Once the return is approved, the refund value is released to your TeenGirls.lk account as points. Points appear in your account balance and can be used towards future purchases of normal products, subject to our points terms.

4. Refunds & Charges

• Approved returns are refunded as points credited to your TeenGirls.lk account, released at Step 8.
• The original delivery charge of Rs. 250.00 (and any weight-based excess) is non-refundable, unless the return is due to an error on our part or a defective item.
• Return courier charges are borne by the customer, except where the item is damaged, defective or incorrectly supplied by us.
• The LKR 500.00 parcel rejection charge, where it applies, is deducted before any refund is released.
• Points hold no cash value, are not transferable, and cannot be exchanged for cash. Withdrawal of any balance is subject to NIC and bank detail verification and approval as set out in our Terms & Conditions.

5. Exchanges

An exchange allows you to swap an item for a different size, color or variant of the same product, rather than receiving a refund.

When you can request an exchange

• The size, color or fit is not as expected
• You received the wrong size, color or variant
• The item is faulty and you would prefer a replacement rather than a refund

Exchange conditions

• Exchange requests must be raised within 5 days of delivery.
• The item must be unused, unwashed and in original condition, with all tags, packaging and accessories intact.
• Exchanges are subject to stock availability of the requested size, color or variant. If your preferred replacement is unavailable, the request is converted into a standard return and the value is released to your account as points.
• Only one exchange is permitted per item. An item that has already been exchanged cannot be exchanged again or returned for a refund, unless it is faulty.
• Where the replacement item is higher in value, the difference must be settled before dispatch. Where it is lower in value, the difference is credited to your account as points.
• Non-returnable items, Surprise Box items and Final Sale items are not eligible for exchange.

How an exchange works

An exchange follows the same eight-step tracked process described in Section 3. Steps 1 to 4 are completed by you; the TeenGirls.lk team handles Steps 5 to 8. At Step 7, once our team has inspected and approved the returned item, your replacement is reserved and dispatched instead of points being released.

Exchange delivery charges

• Where the exchange is due to an error on our part or a defective item, we bear the return and re-delivery cost.
• Where the exchange is for size, color or preference reasons, a re-delivery charge at our standard rate applies and is payable before the replacement is dispatched.

6. Order Cancellation

Orders may be cancelled from My Orders at any time before dispatch, at no charge. Once an order has been handed to our delivery partner it can no longer be cancelled, and must be handled as a return after delivery. Bidding, Surprise Box and made-to-order items may not be cancellable once confirmed — this is stated on the relevant product or campaign page.

7. Promotional Items — No Return, Refund or Exchange

The following promotional purchases are strictly non-returnable, non-refundable and non-exchangeable:

• Flash Sale

• Combo Pack

• Free Gift

• Buy One Get One Free

• Free Shipping

• Any Three

• Bidding

• Surprise Box

Products purchased, received or included under any of the promotions listed above cannot be returned, refunded or exchanged.

Customers must carefully review the product details, size, color, quantity, promotion conditions and order information before confirming the purchase.

Return, refund and exchange requests cannot be submitted for promotional products. The Return, Refund and Exchange buttons will not be displayed or enabled within the customer account for orders containing these promotional items.

Promotional products cannot be returned or exchanged for reasons including:

• Change of mind
• Incorrect size selected by the customer
• Color preference
• Fit or style preference
• Design preference
• Duplicate purchase
• Customer ordering error
• Customer no longer requiring the product
• Dissatisfaction with Surprise Box contents
• Dissatisfaction with a Bidding purchase
• Failure to read the promotion conditions

By placing an order under one of these promotions, the customer confirms that they understand and accept the no-return, no-refund and no-exchange condition.

8. Contact Us

For any question about a return, exchange or refund, please contact our customer support team with your order number and return reference:

• Website: teengirls.lk
• Live chat: Chat with Pinky, our customer support assistant, at teengirls.lk/contact
• Support ticket: teengirls.lk/user/ticket
• WhatsApp / Messenger / Facebook / Instagram / TikTok: linked in the footer of every page
• Working hours: Monday – Friday 8.30 a.m. – 5.00 p.m. | Saturday 9.00 a.m. – 2.00 p.m. | Sunday closed

We aim to respond to all return and exchange enquiries within one working day.

9. Changes to This Policy

TeenGirls.lk reserves the right to amend this Return & Exchange Policy at any time. Any revised policy takes effect from the date it is published on teengirls.lk. The policy in force at the time your order is confirmed applies to that order.

Updated on August 3, 2026