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Exchange Policy

Is There An Exchange Policy? If So, What’s The Validity?

If you bought anything from our online store and need to return it, we can allow an exchange as long as the previous product it’s still in a re-saleable condition. Make sure you return the product within 30 days in a good packaging that’s undamaged and original together with the invoice.

If the product isn’t returned in a good condition, our store reserves the right to deny the exchange transaction. The delivery fee will be refunded if the returned products are faulty, damaged or incorrect. You can use any of the options outlined below to return any goods previously purchased from our store.


1.    Courier Collection

If you choose this option, you should complete the form provided on our website. Make sure you provide the following details about the product you’re returning.

•    The stock and order number

•    The reason for returning the product

•    Whether you’re looking to get a refund or simply replace the item with another one from our store.

Once we receive the form, you will receive an email with further instructions. A courier service will be arranged to collect the product to be returned. There are no charges for the courier services as long as the goods are in perfect condition.


2.    Uptown Store

Remove the despatch note on the product you previously purchased and take it to the Uptown department store. Give the note to any of the sales assistants on duty and inform him/her that you bought the product online.



If you need to exchange products, you can do so at any particular Uptown department store in your locality. Contact us through our Hotline number +94 076 902 1091 anytime from 10 am to 8 pm every day of the week and get the best assistance for the exchange.

The original product has to be received and inspected first before the exchange product can be released. However, the exchange product can be reserved for you until the inspection is completed. There is a delivery charge applicable unless the goods are not in a good condition.

If you previously purchased goods from our store on offer or at a discount, the same will not apply when the goods are returned. Note that, if you received a promotional gift with the order, you should also return it when sending back the original item.


Exempted Products

The goods outlined below can’t be returned or exchanged after purchased in compliance with the customer’s statutory rights.

•    Personalized or customized goods manufactured following a customer’s specifications and preferences.

•    Perishable goods that expire or deteriorate quickly

•    Beds and beddings

•    Perfumes

•    Toiletries

•    Pierced Earrings

•    Cosmetics

•    Lingerie

•    Accessories

•    Millinery

•    Hoisery

•    Food and drinks

•    Swimwear

•    Books and magazines

•    Periodicals

Note that, if you purchase perishable goods from our store such as food or flowers and find them faulty, you’re are allowed to get an exchange or a refund. As for the lingerie and swimwear, we reserve the right to no returns or exchanges for hygiene reasons.

Procedure For Exchanges, Returns Or Refunds

•    Contact us at our hotline number or send an email to info@UPTOWN.com.

•    Provide the products codes for the products you’re returning or exchanging

Here are our delivery policies for any goods being exchanged or returned.

First, if you’re located in Colombo city or the suburbs, visit the UPTOWN store located in Liberty Plaza, Sri Lanka. Bring the product you’re looking to return and the replacement product will be availed for an immediate exchange.
Secondly, if you’re located outside Colombo city and its suburbs, you should first order the item to be exchanged. Next, provide the delivery person with the original purchased item. The delivery charge applies to you in this case. Alternatively, you can choose to visit any of our department stores. If so, arrangements will be made for you to prevent any delivery charges.

Delivery Charges – All refunds are only done if the product is damaged or faulty. However, it doesn’t apply when you don’t want the product.

Changing Or Cancelling An Order – Contact our hotline number from Monday through Friday at 10 am to 8 pm to cancel or change any order. Provide the customer care representative with the order number and the date. If you have already received the products, the returns procedure outlined above is applicable.