RETURN & REFUND POLICY

Athwela Marketplace (athwelamarket.com) Operated by The Grassrooted Trust (Guarantee) Limited 365/1C Bataketiya Road, Udumulla, Mulleriyawa 10620, Sri Lanka hello@athwelamarket.com · WhatsApp +94 76 387 7250

Last updated: 10/07/2026

1. Overview

Athwela Marketplace sells small-batch and handmade goods produced by artisans and community members supported by The Grassrooted Trust. Because each item is made in limited quantities – and in many cases by hand – our return policy differs from standard mass-market retail. Please read this policy before placing an order.

By placing an order on athwelamarket.com, you agree to the terms below.

2. What We Sell

• Apparel: T-shirts, tote bags, batik clothing and related printed/embroidered clothing
• Homeware: Mugs, kitchenware 
• Artwork: hand-painted trays, prints, wooden toys and other original pieces
• Food items: chakli murukku, bibikkan, and other prepared/perishable goods

 Please note that these are non-exhaustive.

3. Returns and Refunds — General Rule

We do not accept returns or exchanges for change of mind. This includes, but is not limited to: choosing the wrong size, not liking the color or design in person, or deciding you no longer want the item after ordering. Because our goods are produced in small batches by community artisans, we cannot restock or resell returned items the way a standard retailer can, and international return shipping costs typically exceed the value of the item itself.

We will replace or refund an item only if:

• It arrives damaged or defective, or
• You received the wrong item entirely (not a shade or size variation inherent to handmade goods).

4. How to Report a Problem

1. Contact us at hello@athwelamarket.com or WhatsApp +94 76 387 7250 within 7 days of delivery.
2. Include your order number, a description of the issue, and clear photos of the item (and packaging, if damage in transit is suspected).
3. We will review and respond within 10 business days with a resolution: replacement, or refund of the item price.

Claims made after 7 days of confirmed delivery, or without photo evidence, will not be accepted.

5. Shipping Costs

• Original shipping charges are non-refundable under any circumstance, including approved defect/wrong-item claims.
• If we approve a return for a defective or incorrect item, you are responsible for the cost of returning the item to us, unless we specifically request the item back for quality-control purposes – in which case we will confirm the arrangement in writing before you ship anything.
• Do not return an item without first receiving confirmation from us. Unsolicited returns may not be refunded.

6. Handmade Goods – Natural Variation Is Not a Defect

Because our artwork, ceramics, and printed apparel are handmade or hand-finished, minor variations in color, texture, glaze, print placement, or finish are normal characteristics of the product, not defects. These variations are part of the character of a handmade item and are not eligible for return or refund.

7. Food Items

• Food items are currently sold and delivered within Sri Lanka only. We do not ship perishable or food products internationally.
• Due to the perishable nature of food products, all food item sales are final. We are unable to accept returns or offer refunds on food items once dispatched, except where a food safety issue is identified and reported within 24 hours of delivery with photo evidence.
• If you receive a food item that is spoiled, contaminated, or materially different from what was ordered, contact us immediately at hello@athwelamarket.com or WhatsApp.

8. International Orders

• We ship apparel, mugs, and artwork internationally. Food items are excluded from international shipping (see Section 7).
• International buyers are responsible for any customs duties, import taxes, or fees imposed by their destination country. These are non-refundable even where a return or refund of the item itself is approved.
• Delays caused by customs processing are outside our control and are not grounds for a refund.

9. Order Cancellations

If you need to cancel an order, contact us as soon as possible. We can only cancel orders that have not yet been dispatched or handed to our packing/production team. Once an item has entered production or shipping, it cannot be cancelled and standard return terms (Section 3) apply.

10. Refund Method and Timing

Approved refunds are issued to the original payment method (bank transfer, PayPal, or as applicable) within 10 business days of approval. Refunds for cash-on-delivery orders will be processed via bank transfer; you will be asked to provide account details.

11. Governing Law

This policy is governed by the laws of Sri Lanka. Any disputes arising from a purchase will first be addressed through direct communication with us; unresolved disputes are subject to the jurisdiction of the courts of Sri Lanka.

12. Changes to This Policy

We may update this policy from time to time. The version in effect at the time you place an order is the one that applies to that order. Continued use of the site after changes are posted constitutes acceptance of the revised policy.

13. Contact

Questions about a return or this policy: hello@athwelamarket.com or WhatsApp +94 76 387 7250.