Refund Policy

This Refund & Returns Policy applies to all purchases and repair services made through iFixTech — whether placed via our website ([insert website URL]) or at our physical store. By completing a purchase or booking a repair service with us, you acknowledge that you have read, understood, and agreed to this policy.

iFixTech is committed to providing quality products and reliable repair services to our customers. We take pride in the accuracy of our product listings and the standard of our technical work. This policy sets out clearly when a refund, replacement, or re-repair may be available, and when it is not.

Nothing in this policy is intended to exclude or limit any rights you may have under applicable law in Sri Lanka, or under any written warranty provided by iFixTech or a product manufacturer.

iFixTech does not offer refunds, exchanges, or store credit on the basis of a customer changing their mind after a purchase has been made.

This includes, but is not limited to:

• Deciding you no longer want the product after purchasing it
• Purchasing the wrong model, colour, variant, or specification
• Placing an order accidentally or without sufficient review
• Finding the same or similar product elsewhere at a lower price
• Changing your preference after delivery or collection

This policy does not affect any statutory rights you may have under applicable Sri Lankan consumer protection law, or any rights granted under a written warranty.

If you place an order online and wish to cancel it, you may request a cancellation before the order has been processed or dispatched. To do so, please contact us as soon as possible via email or phone (see Section 16).

iFixTech cannot guarantee that a cancellation request will be fulfilled once an order has entered processing, packing, or dispatch. If the order has already been shipped, it will not be eligible for cancellation under this provision.

Where a valid pre-dispatch cancellation is accepted, a refund will be processed subject to applicable law and in accordance with the processing timeline outlined in Section 15.

iFixTech does not offer refunds, exchanges, or replacements for products that have been opened, used, physically damaged, liquid-damaged, modified, tampered with, or otherwise handled in a manner inconsistent with the product’s intended use — unless such a remedy is expressly required by applicable law or is covered under the terms of a written warranty.

This restriction applies to:

• Physically damaged products: cracked screens, broken ports, bent frames, or similar damage caused after receipt
• Liquid or water-damaged products: including damage caused by exposure to moisture, humidity, or liquids
• Opened or used accessories: including cables, cases, chargers, screen protectors, earphones, and similar items once removed from original packaging
• Tampered or modified products: including any device where internal components have been accessed, altered, or repaired by a party other than iFixTech
• Products with removed or damaged seals: where it is evident that a factory seal has been broken

If you receive a product that is defective upon arrival, not as described, or materially different from what you ordered, please contact us within [insert number] days of receiving the product, in accordance with the reporting procedure outlined in Section 12.

Where a valid claim is confirmed, iFixTech may, at its reasonable discretion and subject to applicable law, offer one of the following resolutions:

• A replacement of the same product (subject to stock availability)
• A repair of the defective product
• A partial or full refund, where repair or replacement is not practicable

iFixTech reserves the right to assess and verify any reported fault or discrepancy before issuing a resolution. Please retain your original packaging, proof of purchase, and all accessories when reporting an issue.

Some products sold by iFixTech may be covered by a manufacturer’s warranty or a limited written warranty provided by iFixTech. The terms and duration of any applicable warranty will be specified at the time of purchase or in any accompanying documentation.

To make a warranty claim, you must report the issue within the stated warranty period and in accordance with the procedure described in Section 12. iFixTech may require you to bring the product in-store or ship it to us for inspection and assessment prior to approving any warranty remedy.

Warranty claims will not be honoured where:

• The reported issue arises from customer misuse, accidental damage, or neglect
• The product has been serviced, repaired, or modified by a third party not authorised by iFixTech
• Physical or liquid damage is present and unrelated to the original reported fault
• The warranty period has expired
• The original proof of purchase cannot be provided

All warranty claims are subject to applicable law and the specific terms of the applicable warranty documentation.

Payments made for repair services are generally non-refundable once the repair work has commenced. By authorising a repair, you acknowledge that labour, technician time, and resources have been committed on your behalf.

Exceptions may apply where:

• iFixTech is unable to carry out the agreed repair
• A confirmed re-repair is required due to a fault caused by iFixTech’s workmanship, and re-repair is not possible or practicable

Where a repair cannot be completed due to circumstances beyond our control (e.g., irreparable damage discovered during assessment, unavailability of parts), iFixTech will notify you promptly and advise on available options. Any applicable refund in such circumstances will be determined on a case-by-case basis.

iFixTech may charge a diagnosis fee or inspection fee for assessing a device prior to providing a repair quotation. This fee covers the technician’s time and the diagnostic process.

Diagnosis and inspection fees are non-refundable regardless of whether you proceed with the repair, unless iFixTech has expressly agreed otherwise in writing prior to commencement.

Where a diagnosis fee is charged, this will be communicated to you clearly and in advance. By submitting your device for diagnosis, you agree to the applicable fee.

Certain repairs require specific components that are not held in stock and must be specially ordered. Where iFixTech orders parts on your behalf, any costs associated with procuring those parts may be non-refundable once the order has been placed, even if you later decide not to proceed with the repair.

iFixTech will inform you in advance when a special-order part is required and confirm the associated costs. Your verbal or written authorisation to proceed constitutes acceptance of this condition.

Similarly, any products or accessories ordered specifically at a customer’s request (special-order products) may not be eligible for return or refund once the order has been placed with our supplier.

Customers are responsible for the following at all times:

• Reviewing product details before purchase: You are responsible for ensuring that the product you select — including its model, specifications, variant, and compatibility — is suitable for your needs before completing your order.
• Backing up device data before repair: iFixTech strongly advises all customers to back up any data stored on their device (including contacts, photos, applications, and files) before handing it over for a repair service. iFixTech accepts no liability for any loss of data that occurs during the repair process, regardless of the cause.
• Removing personal accessories and SIM cards: Customers are advised to remove any SIM card, memory card, case, or personal accessories before submitting a device for repair. iFixTech will not be responsible for any loss of or damage to items left with the device.
• Providing accurate information: You must provide accurate and complete information when placing an order, reporting a fault, or submitting a repair request. Inaccurate or misleading information may affect the outcome of any claim.
• Reporting issues within the required timeframe: Any issue with a product or repair must be reported within [insert number] days of receipt, as detailed in Section 12. Issues reported outside this window may not be considered.

The following items are not eligible for refund, return, or exchange under any circumstances unless expressly required by applicable law or a written warranty:

• Products purchased as part of a clearance, final sale, or “as-is” promotion
• Opened or used phone accessories (including cases, cables, screen protectors, chargers, and earphones)
• Products that have been physically damaged, liquid-damaged, or tampered with after purchase
• Products returned without original packaging, accessories, or proof of purchase
• Products from which serial numbers, IMEI numbers, or identification labels have been removed or altered
• Paid repair services where the repair has been completed
• Diagnosis fees and inspection fees (as outlined in Section 8)
• Special-order parts and products ordered at the customer’s specific request (as outlined in Section 9)
• Gift cards or store vouchers
• Any item explicitly noted as non-returnable at the time of sale

Any concern regarding a product or repair service must be reported to iFixTech within [insert number] days of the date you received the product or had the repair completed. Reports submitted outside this window may not be considered, except where required by applicable law or a written warranty.

To report an issue, please contact us using the details in Section 16 and provide the following:

• Your full name and contact details
• Your order number or repair reference number
• The date of purchase or service
• A clear description of the issue you are experiencing
• Supporting evidence (photographs, videos, etc.) as described in Section 13

Our team will acknowledge your report and advise on the next steps, including whether a physical inspection of the product or device is required before a decision can be made.

When submitting a claim, iFixTech may require you to provide some or all of the following documentation and evidence, depending on the nature of the claim:

• Proof of purchase: Original invoice, receipt, or order confirmation number
• Photographic evidence: Clear photographs of the product, its condition, any defect, and the original packaging
• Video evidence: Where a fault is functional in nature (e.g., a device not powering on, a screen malfunction), a video demonstrating the issue may be required
• Original packaging: The original retail box and any included accessories, manuals, or documentation
• Device or product condition statement: A written description of the product’s condition at the time the issue was discovered, and how it was handled since receipt
• Repair job card or reference: For repair-related claims, the original repair job card or reference number issued by iFixTech

Failure to provide adequate proof when requested may result in your claim being delayed or declined. iFixTech reserves the right to request additional documentation or to physically inspect the product before making a decision.

Upon receipt of a valid claim and the required supporting evidence, iFixTech will assess whether the claim qualifies for a remedy. This may involve a physical inspection of the product or device at our store or repair centre.

Where a claim is approved, iFixTech will, at its reasonable discretion and subject to applicable law, determine the most appropriate resolution, which may include:

• A replacement of the product with an identical or equivalent item, subject to availability
• A repair of the faulty product or correction of unsatisfactory repair work
• A partial or full refund where replacement or repair is not possible or reasonably practicable

iFixTech does not guarantee that a specific remedy will be available in all cases. The resolution offered will be consistent with the nature of the issue and the requirements of applicable law.

Once a claim has been reviewed and a resolution approved by iFixTech, please allow the following timeframes:

• Refunds: Approximately [insert number] to [insert number] business days from the date of approval, depending on your payment provider or bank
• Replacements: Subject to stock availability; typically dispatched within [insert number] business days of approval
• Repair re-assessments: Timeframe will be communicated individually based on the nature of the required work

iFixTech is not responsible for delays caused by third-party payment processors, banks, or courier services. If you have not received a refund within the stated timeframe, please contact your bank or payment provider first, and then reach out to us if the issue persists.