Refund and Cancellation Policy

1. Requesting an order cancellation

Please contact JTC as soon as possible if you need to cancel or change an order. A cancellation is available only while the order has not been dispatched, collected, specially sourced, customised, assembled, installed or otherwise prepared specifically for you.

Submitting a request does not itself cancel the order. JTC will confirm whether the cancellation can be accepted. If the order has already been handed to a courier or transporter, the request will be handled under the returns section below.

2. Damaged, defective or incorrect goods

Inspect the goods promptly after delivery or collection. If an item is damaged, defective, materially different from its description, or not the item ordered, please notify JTC within three working days where reasonably possible. Early notice helps us preserve courier and supplier evidence, but it does not limit any rights you retain under applicable law.

Please provide the order or invoice number, a description of the issue, and clear photographs or video of the item, packaging and delivery label. Keep the item and all packaging until JTC provides return instructions.

After assessment, JTC may arrange a repair, replacement, exchange, credit or refund as appropriate to the circumstances and applicable law. JTC will bear reasonable return or collection costs where the return is accepted because of JTC’s error or a verified defect.

3. Change-of-mind purchases

Please choose carefully and confirm the required size, colour, capacity, model, compatibility and intended use before ordering. JTC does not accept returns, exchanges or refunds merely because a customer changed their mind, no longer wants the item, selected the wrong product, or found an alternative after correctly supplied goods were delivered or collected.

This section does not affect remedies for goods that are damaged, defective, materially different from their description or incorrectly supplied, or any right that cannot lawfully be excluded.

4. Items that cannot be returned

Unless an item is defective, damaged, incorrectly supplied or applicable law requires otherwise, JTC cannot accept a return for:

• custom-made, modified, cut-to-size, engraved, assembled or installed products;
• products specially ordered or sourced for the customer;
• clearance or final-sale products identified as such before purchase;
• consumables, hygiene-sensitive goods or sealed products after their seal is broken;
• products damaged by misuse, improper storage, overloading, incorrect assembly, unauthorised modification, normal wear or failure to follow instructions; or
• incomplete products or products without their original packaging where this prevents safe resale.

5. Return authorisation and inspection

Do not send an item to a branch, manufacturer, courier or other address until JTC has approved the return and provided instructions. Unauthorised returns may be refused or delayed.

Approval of a return request is provisional until the item is received and inspected. A return may be refused if the item received does not match the authorised return or the evidence shows misuse, overloading, unauthorised modification, improper storage, incorrect assembly, normal wear or damage after delivery. This does not affect remedies for a verified defect or rights that cannot lawfully be excluded.

6. Refund method and timing

Approved refunds are made to the original payment method wherever possible. JTC will normally initiate an approved refund within seven working days after cancellation is confirmed or the returned item passes inspection.

Card refunds are sent back through the payment gateway to the same card account used for the purchase. Your issuing bank or card network may require additional processing time, which is outside JTC’s control. Cash-on-delivery or bank-transfer refunds may require verified bank account details belonging to the purchaser.

JTC will refund any amount captured for an order that JTC cancels because the goods are unavailable, a material price error cannot be honoured, or the order cannot be fulfilled. A failed or abandoned card attempt that was not captured is not a refund; any temporary bank authorisation is released by the issuing bank under its own timing.

7. Bulk, business and quotation orders

A written quotation, purchase order acceptance or separate supply agreement may contain order-specific cancellation, delivery, warranty or return terms. Where those terms were accepted for a business, bulk, project or specially sourced order, they apply together with this policy. Rights that cannot lawfully be excluded remain unaffected.

8. Contact JTC

For a cancellation, return or refund request, contact us with your order or invoice number and the reason for the request.

Joher Trading Company
Email: sales@johertrading.com
Phone: 077 772 1552 / 077 772 1152
Business hours: Monday-Saturday, 9:00 AM-5:00 PM
Website: www.jtc.lk