Cancellation Policy

Ceyloessence

At Ceyloessence, we aim to process and dispatch orders as quickly as possible. If you need to cancel an order, please contact us as soon as possible after placing your order.

1. Order Cancellation Before Dispatch

Customers may request to cancel an order before the order has been processed, packed, or dispatched.

If your cancellation request is received before dispatch, we will review the request and cancel the order where possible. Once approved, a refund will be processed to the original payment method used for the purchase.

2. Order Cancellation After Dispatch

Once an order has been dispatched, shipped, handed over to the postal service, courier service, or logistics provider, the order cannot be cancelled.

After dispatch, the order will be handled according to our Shipping Policy and Refund & Return Policy.

3. Processing Time

Orders may be processed quickly after payment confirmation. Therefore, we cannot guarantee cancellation if the order has already entered the packing, processing, or shipping stage.

Customers are responsible for contacting us immediately if they wish to cancel an order.

4. Custom, Special, or Bulk Orders

Custom orders, special requests, wholesale orders, bulk orders, or specially packed orders may not be eligible for cancellation once confirmed or once processing has started.

This includes orders prepared according to customer-specific requirements.

5. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

If you notice an address mistake, please contact us immediately. We may update the address only if the order has not yet been dispatched.

Ceyloessence is not responsible for delays, returns, or delivery failures caused by incorrect or incomplete shipping information provided by the customer.

6. Refunds for Cancelled Orders

If a cancellation is approved, the refund will be issued to the original payment method used for the order.

Refund processing times may vary depending on your bank, card provider, PayPal, or payment gateway.

Any transaction fees, currency conversion fees, or payment provider charges may not be refundable if they are not returned by the payment provider.

7. Cancellations by Ceyloessence

Ceyloessence reserves the right to cancel an order in certain situations, including but not limited to:

• Product unavailable or out of stock
• Payment issue or suspected fraud
• Incorrect pricing or system error
• Shipping restrictions to the customer’s country
• Incomplete or incorrect customer information
• Import restrictions related to the destination country

If we cancel an order, we will notify the customer and issue a refund where applicable.

8. International Orders

For international orders, customers are responsible for checking whether the ordered products are allowed to be imported into their country.

Orders cannot be cancelled after dispatch due to customs delays, customs inspections, import duties, taxes, or import restrictions.

Please refer to our Shipping Policy and Customs, Duties & Import Tax Policy for more information.

9. How to Request a Cancellation

To request an order cancellation, please contact us as soon as possible with the following details:

• Full name
• Order number
• Email address used for the order
• Reason for cancellation

Contact Details

Email: admin@ceyloessence.com / ceyloessence@gmail.com
WhatsApp: +94 71 55 93 500 / +94 77 55 93 500
Website: www.ceyloessence.com

10. Policy Updates

Ceyloessence reserves the right to update or change this Cancellation Policy at any time. Updates will be posted on this page.

Last updated: 05/06/2026