Refund Policy
Our commitment to making things right
Last updated: December 2025
⚡ Quick Summary
48 hrs
Report Window
5-7 days
Refund Processing
📧
info@alayak.com
1. Our Refund Policy Overview
Thank you for choosing Alayak! We take pride in delivering joy (and potatoes) across Sri Lanka. Due to the perishable and personalized nature of our product, our refund policy is limited. However, we are committed to making things right when issues occur.
2. When We Offer Refunds
We will gladly provide a full refund or replacement in the following situations: 🥔 Damaged Potato: The potato arrives significantly damaged or spoiled ✍️ Wrong Message: The message written is incorrect or unreadable due to our error 📦 Non-Delivery: The order was not delivered and tracking confirms this 🖼️ Missing Image: You paid for a custom image but it was not included Important: You must report the issue within 48 hours of delivery.
3. How to Request a Refund
To request a refund, please follow these steps: 1. Email us at info@alayak.com within 48 hours of delivery 2. Include your Order ID (e.g., ALY-ABC123) 3. Describe the issue clearly 4. Attach a clear photo of the potato showing the problem We will review your request and respond within 24-48 hours.
4. Refund Processing
Once your refund is approved: • Refunds are processed through PayHere to your original payment method • Processing takes 5-7 business days • You will receive an email confirmation when the refund is initiated • Bank processing times may add additional days For card payments, the refund will appear on your statement within 1-2 billing cycles.
5. Non-Refundable Situations
We cannot offer refunds in the following cases: ❌ Successfully delivered potatoes (recipient received it) ❌ Change of mind after order is processed ❌ Incorrect address provided by the customer ❌ Recipient not available/refused delivery ❌ Orders with inappropriate content that we modified ❌ Natural imperfections in the potato (it's a vegetable!) ❌ Requests made after 48 hours of delivery
6. Order Cancellation
You may cancel your order under these conditions: ✅ Before Processing: Full refund if we haven't started preparing your potato ⚠️ After Message Written: No refund (personalized product) ❌ After Shipped: No refund or cancellation possible To cancel, email info@alayak.com immediately with your Order ID.
7. Replacements vs. Refunds
In some cases, we may offer a replacement potato instead of a refund: • Faster resolution - we can ship a new one immediately • Same message and customization at no extra cost • You keep the original potato (if applicable) You can choose between a refund or replacement when we review your claim.
8. Proof Requirements
To process your refund claim, we need: 📸 Clear Photo: Shows the issue with the potato 🔢 Order ID: From your confirmation email 📝 Description: Brief explanation of what went wrong Photos help us improve our service and verify legitimate claims. We appreciate your understanding!
9. Shipping Costs
Regarding shipping costs for returns and replacements: • Refunds include the original shipping cost if the issue was our fault • Replacement shipping is free if the issue was our fault • Customer-error issues do not include shipping refunds Since potatoes are perishable, we do not require you to return the original item.
10. Contact for Refunds
For all refund-related inquiries: 📧 Email: info@alayak.com 📋 Subject Line: "Refund Request - [Your Order ID]" Our customer service team handles refund requests Monday through Saturday. We aim to resolve all issues fairly and promptly.