Returns and Refunds Policy

1. Overview

At Colombo City Express (Pvt) Ltd ("CCExpress"), we strive to provide excellent delivery services. This Returns and Refunds Policy explains the circumstances under which you may be eligible for a refund or return, and the process to request one.

Important: This policy applies to our delivery services and associated fees. For returns of goods purchased from merchants, please contact the merchant directly — we facilitate the delivery but do not control merchant return policies.

2. Service Cancellation

2.1 Cancellation Before Pickup

You may cancel your delivery order before our driver arrives for pickup:

• Cancellation within 30 minutes of booking: Full refund (100%)
• Cancellation 30 minutes to 2 hours after booking: 50% refund
• Cancellation more than 2 hours after booking: No refund (service fee applies)

To cancel, log into your account at dashboard.ccexpress.lk or contact our support team immediately at support@ccexpress.lk or via phone.

2.2 Cancellation After Pickup

Once the parcel has been collected by our driver, the delivery service is considered active and cannot be cancelled. However, you may request the parcel be returned to the sender, subject to:

• No refund of the original delivery fee
• A return delivery fee will be charged based on standard rates
• The parcel must not have been delivered to the recipient

3. Refund Eligibility

3.1 Full Refund Scenarios

You are eligible for a full refund (100%) if:

• We failed to pick up the parcel within the promised timeframe without prior notice
• We cancelled the delivery due to operational issues on our end
• The parcel was lost in transit (subject to verification)
• We were unable to deliver despite multiple attempts and the parcel was not returned to sender
• You were charged incorrectly due to a system error

3.2 Partial Refund Scenarios

You may be eligible for a partial refund (25-75%) if:

• There was a significant delay beyond the estimated delivery time (more than 24 hours for express, 48 hours for standard)
• The parcel was damaged during transit due to our handling (requires proof)
• Service level agreement (SLA) guarantees were not met for business accounts

The refund amount will be determined based on the severity of the service failure and any resulting inconvenience.

3.3 No Refund Scenarios

Refunds will NOT be issued if:

• Delivery delays were caused by incorrect address information provided by you
• The recipient was unavailable at the delivery address (normal re-delivery procedures apply)
• Delays were caused by force majeure events (natural disasters, riots, pandemics, government restrictions)
• The parcel contents violated our prohibited items policy
• Damage occurred due to inadequate packaging by the sender
• You changed your mind after the parcel was picked up (return fees will apply)
• Delays were caused by traffic, weather, or other factors beyond our reasonable control

4. Payment Refunds

4.1 Card Payment Refunds

For deliveries paid by credit/debit card:

• Refunds will be processed to the original payment method used
• Processing time: 5-10 business days from approval
• You will receive an email notification when the refund is initiated
• The refund timeline depends on your card issuer's processing time
• Partial refunds (e.g., for service delays) will be credited proportionally

4.2 Account Credit Refunds

For business accounts with credit terms:

• Refunds will be applied as credit to your CCExpress account
• Credits can be used for future deliveries
• Processing time: 1-3 business days
• For large amounts, bank transfer refunds can be requested

4.3 Cash on Delivery (COD) Refunds

For failed COD deliveries:

• The parcel will be returned to the sender at no additional cost (first return only)
• If delivery fees were pre-paid, refund eligibility follows the standard policy above

5. Parcel Returns

5.1 Failed Delivery Returns

If a parcel cannot be delivered after three (3) attempts:

• The parcel will be held at our facility for 7 days
• You may arrange for pickup from our office or request return to sender
• After 7 days, the parcel will be automatically returned to sender
• Return delivery fee: Free for the first return, standard rates apply for subsequent returns

5.2 Refused Deliveries

If the recipient refuses to accept the parcel:

• The parcel will be returned to sender at no additional charge (first occurrence)
• No refund of the original delivery fee
• Repeat refused deliveries will incur return fees

5.3 Merchant Returns

For returns of goods purchased from e-commerce merchants:

• Contact the merchant directly regarding their return policy
• CCExpress can facilitate the return delivery (standard delivery fees apply)
• Return shipping costs are subject to the merchant's return policy
• We do not mediate disputes between buyers and merchants

6. Damage and Loss Claims

6.1 Reporting Damage

If your parcel arrives damaged:

• Do not discard the packaging — we need to inspect it
• Take clear photos of the damaged parcel and packaging
• Note the damage on the delivery receipt or POD if possible
• Report the damage within 24 hours via email: claims@ccexpress.lk
• Include your tracking number, photos, and description of damage

6.2 Lost Parcels

If your parcel is lost in transit:

• We will conduct a thorough investigation (typically 5-7 business days)
• If the parcel cannot be located, you may file a claim
• Claims must be submitted within 7 days of the expected delivery date
• Maximum compensation: LKR 10,000 or the delivery fee paid, whichever is lower (unless additional insurance was purchased)

6.3 Insurance Claims

For insured parcels:

• Claims must be submitted within 14 days with supporting documentation
• Provide proof of value (receipts, invoices, purchase records)
• Compensation up to the declared insured value
• Processing time: 14-21 business days after all documentation is received

7. Refund Request Process

Step 1: Submit Request

Contact our support team:

• Email: refunds@ccexpress.lk
• Subject line: "Refund Request - [Your Tracking Number]"
• Include: Tracking number, order date, reason for refund, supporting evidence (if applicable)

Step 2: Review and Verification

Our team will:

• Review your request within 2-3 business days
• Verify the details against our delivery records
• Request additional information if needed
• Notify you of the outcome via email

Step 3: Refund Processing

If approved:

• Full refunds: Processed within 5-10 business days
• Partial refunds: Processed within 7-14 business days
• You will receive confirmation via email and SMS

8. Exceptions and Special Circumstances

8.1 Promotional Deliveries

Deliveries made using promotional codes, vouchers, or discounts may have different refund terms. Refunds will be calculated based on the actual amount paid.

8.2 Bulk Orders

For business accounts with bulk delivery contracts, special refund terms may apply as outlined in your service agreement.

8.3 International Deliveries

International delivery refunds (if available) are subject to additional terms and may take longer to process due to customs and international payment processing.

9. Goodwill Gestures

In cases where service fell short of expectations but may not qualify for a refund under this policy, we may offer:

• Discount vouchers for future deliveries
• Complimentary upgrade on your next order
• Account credits for registered customers

Such gestures are at our discretion and do not set a precedent for future claims.

10. Dispute Resolution

If you are not satisfied with our refund decision:

• You may escalate to our Customer Relations Manager at customercare@ccexpress.lk
• Provide all relevant documentation and correspondence
• We will review escalated cases within 5 business days
• Our decision on escalated cases is final

11. Policy Updates

We reserve the right to update this Returns and Refunds Policy at any time. Material changes will be communicated to registered users via email. The "Last Updated" date at the top of this page indicates when the policy was last revised.

12. Contact Information

For questions about returns and refunds:

This Returns and Refunds Policy should be read in conjunction with our Terms and Conditions and Privacy Policy.