Returns Policy
Exchange Policy
You may exchange your item if you’ve changed your mind or selected the wrong size, provided the following conditions are met:
- The item is returned within 14 days from the date of purchase.
- The item is in its original condition — unworn, unwashed, and with all original tags attached. Items that are damaged, unhygienic, soiled, or altered will not be accepted and the exchange will be declined.
- The item was not purchased during a discount, sale, or as an exchange.
- You provide valid proof of purchase, such as the store receipt or online order confirmation email.
Exchange Procedure – Online Purchases
To request an exchange, please contact us via WhatsApp at 077 665 3142 or send us a Direct Message on Instagram or Facebook.
Kindly return your item to the following address:
45/8 3rd lane,
De Mel road,
Moratuwa.
Tel: 077 665 3142
Once we receive and inspect the returned item(s), we will proceed with the exchange if all conditions are met. Our team will contact you to confirm the replacement item.
Please note: We do not reserve items for exchange requests until we have received and approved the returned product(s). Exchanges are subject to stock availability and can be made for a different size or alternative product.
Important Information
Customers are responsible for the item(s) until they are safely delivered to the provided return address. Please ensure that the goods are securely packaged and sealed for return. It is essential to include your name, address, contact number, and order number both inside and outside the package. Awora will not be held responsible for any loss, delay, or issues arising due to missing sender details.
Please note the following:
- Cash refunds are not offered for exchanges.
- Delivery charges will apply to all exchanged items.
- For international exchanges, any custom duties, tariffs, taxes, or other charges imposed by the receiving country will be the customer’s responsibility
Processing time for exchanges:
- Local exchanges: Up to 8 business days
- International exchanges: Up to 15 business days These timelines account for inspection, processing, and shipping.
We appreciate your patience and understanding throughout the exchange process.
Faulty Products – Online Orders
In the rare event that you receive an item that is damaged, faulty, or not as described, you are entitled to either a replacement or a refund. However, any concerns must be reported to us within 3 days of receiving the item.
In such cases, we will arrange to collect the item(s) from you at no additional cost. Once returned, all items will undergo a thorough inspection to verify the fault before a resolution is offered.
Please note that Awora reserves the right to decline a return if, upon inspection, we reasonably determine that:
- The damage was caused by misuse or neglect (e.g., failure to follow care instructions);
- The issue is due to normal wear and tear;
- The item was reported after the 3-day notification period.