Return Policy

Last updated 13 September 2026

This Returns and Exchanges Policy applies to purchases made from Galis Lingerie through www.galis.lk. It explains how to request an exchange or store credit and what to do if an item arrives damaged, defective, or incorrect.

Important: Nothing in this Policy excludes or limits any right or remedy available to a customer under applicable Sri Lankan law.

1  Request Period

Please contact our Customer Support team within seven days of receiving your order if you wish to request an eligible exchange or store credit, or if an item is damaged, defective, or incorrect. Requests made after this period may not be accepted, except where a remedy is required by applicable law.

2  Conditions for Standard Exchanges or Store Credit

For an eligible size-related or change-of-mind request, the item must meet all of the following conditions:

  • unused, unworn, and unwashed;
  • in its original condition and original packaging;
  • returned with all original tags attached and intact; and
  • accompanied by the original bill or purchase receipt.

The original bill or purchase receipt and intact tags are mandatory for a standard exchange or store-credit request. Items returned without them will not be accepted. All returned items are subject to inspection before a request is finally approved.

3  Products Excluded for Hygiene Reasons

Because of the intimate nature of certain products and our hygiene standards, we do not accept size-related or change-of-mind exchanges, returns, or store-credit requests for the following categories:

  • panties;
  • swimwear;
  • shapewear;
  • lingerie sets;
  • accessories; and
  • silicone products and accessories.

This hygiene restriction does not apply where an item is damaged, defective, or incorrect, or where a remedy is otherwise required by applicable law.

4  Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery. If an item arrives damaged or defective, or if you receive the wrong item, notify our Customer Support team within seven days of delivery.

Please provide the following information with your request:

  • your order number and a clear photo or copy of the purchase receipt;
  • a brief description of the issue; and
  • clear photographs showing the damaged, defective, or incorrect item and its original packaging.

Keep the item, packaging, and tags intact while we assess the request. If the order arrived without a bill or tags, state this in your first message to us. After verifying the issue, we will arrange a replacement or another appropriate resolution, subject to stock availability and applicable law.

5  Available Resolutions

For an approved standard size-related or change-of-mind request, we offer a product exchange or store credit. We do not provide cash refunds for these standard requests. This restriction does not apply where a refund or another remedy is required by applicable law.

  • Stock availability: All exchanges are subject to the availability of the requested item at the time the exchange is processed.
  • Price differences: If the replacement item has a different price, we will explain the difference and confirm the next steps with you before processing the exchange.
  • Unavailable items: If your preferred size or alternative product is unavailable, we will offer available alternatives or issue store credit.
  • Replacement delivery charges: Any delivery charge for the replacement item will be confirmed before dispatch.

6  How to Submit a Request

  1. Contact us: Email or call our Customer Support team within seven days of receiving your order.
  2. Provide the details: Share your order number, a copy or photo of the receipt, the relevant item details, and the reason for your request. Include photographs where the item is damaged, defective, or incorrect.
  3. Wait for return authorisation: We will review your request and, if it is eligible for assessment, send you return instructions. Return authorisation does not guarantee final approval; approval is confirmed after inspection.
  4. Pack the item securely: Use the original packaging where possible, keep all original tags attached, and enclose the original purchase receipt.
  5. Dispatch the parcel: Follow the instructions provided by our team and retain your courier tracking receipt until we confirm that the parcel has been received.

Please do not send an item back before receiving return authorisation and instructions from us. Unauthorised returns will not be processed.

7  Return Shipping and Delivery Charges

  • Standard requests: For an eligible size-related or change-of-mind exchange, the customer is responsible for the cost of returning the item. Any charge for delivering the replacement item will be confirmed before dispatch.
  • Damaged, defective, or incorrect items: If the return is required because of an error by Galis Lingerie or an item arrived damaged or defective, contact us before sending it back. Once the request is authorised, we will arrange return shipping or replacement delivery at no cost to you, as appropriate.

We recommend using a trackable courier service and retaining proof of dispatch until we confirm receipt of the parcel.

8  Inspection and Processing

Once the returned parcel reaches us, our quality team will inspect the item to confirm that it meets the applicable return conditions. We will notify you of the outcome. If the request is approved, we will arrange the replacement item or issue store credit, as applicable. If the item does not meet the return conditions, we will contact you with the outcome and next steps.

9  Contact Customer Support

For assistance with an exchange, store-credit request, or product issue, contact us using the details below. Please have your order number and purchase receipt ready so that we can assist you efficiently.

  • Email: online@galis.lk
  • Telephone: +94 11 444 7 444
  • Website: www.galis.lk