Returns & Refund Policy
Shop with confidence — if it's not perfect, we'll make it right.
At Ranora, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help. Below is our straightforward, customer-friendly returns and refund policy.
Return Eligibility
To be eligible for a return, items must meet the following conditions:
- Unworn, unwashed, and unused
- All original tags and labels still attached
- In original packaging where applicable
- Return requested within 30 calendar days of delivery
- Proof of purchase (order confirmation email or receipt)
Return Window
You have 30 days from the date of delivery to initiate a return. We recommend starting the process as soon as possible to ensure your return is processed within the window. Returns received after 30 days may be declined or subject to a restocking fee.
How to Initiate a Return
- Email us at hello@ranora.lk or message us on WhatsApp with your order number and reason for return
- Our team will provide a Return Merchandise Authorization (RMA) number and return instructions within 24 hours
- Pack the item securely with all tags and packaging
- Ship the item back to the address provided in the return instructions
- Once received and inspected, your refund or exchange will be processed within 3–5 business days
Exchange Process
We're happy to exchange items for a different size or color, subject to availability. Simply follow the return process above and indicate your preferred replacement. Once we receive your return, we will dispatch the exchange item at no additional shipping cost. If the exchange item is of higher value, the difference will be charged.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery. Include:
- Your order number
- Photo(s) clearly showing the damage or defect
- A brief description of the issue
We will provide a prepaid return label and process a full refund or replacement immediately upon confirmation.
Wrong Item Received
In the rare event that you receive the wrong item, please notify us within 48 hours of delivery. We will arrange for a courier pick-up at no cost to you and dispatch the correct item immediately. A full refund will also be offered if you prefer.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- Intimate apparel and lingerie
- Swimwear and bikinis
- Earrings and pierced jewelry
- Face masks and personal care items
- Items marked as "Final Sale" or clearance items
- Items without original tags or showing signs of wear
Refund Timeline
Once we receive and inspect your returned item, refunds are processed within the following timelines:
| Payment Method | Refund Timeline |
|---|---|
| Credit / Debit Card | 5 – 10 business days to reflect |
| Internet Banking | 3 – 5 business days |
| Cash on Delivery | Bank transfer within 5 – 7 business days |
| Store Credit | Immediately upon inspection |
Store Credit
Prefer store credit? We offer store credit as an alternative to refunds. Store credit is issued immediately upon inspection of your returned item and never expires. It can be used towards any purchase on ranora.lk. As a bonus, returns converted to store credit receive a 5% bonus on the refund value.
Return Shipping Costs
- Damaged / defective / wrong item: We cover all return shipping costs
- Change of mind / size exchange: Customer is responsible for return shipping. We recommend using a trackable service
- Original shipping charges are non-refundable
- Free shipping thresholds still apply — if your order qualified for free shipping, the shipping cost will not be deducted from your refund
Need Help?
Our customer care team is here to assist. Reach us via email, WhatsApp, or visit our contact page.
Last updated: June 2026