🐾 Refund & Return Policy

 At Dymec (Pvt) Ltd, we strive to ensure that you and your pets are completely satisfied with our products. If, for any reason, you are not happy with your purchase, please review our return and refund guidelines below.

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Eligibility for Returns

  • Returns are accepted within 2 days of delivery. (should inform immediately to 076 570 7600)
  • The item must be unused, unopened, and in its original packaging.
  • Items that have been opened, used, or damaged after delivery cannot be returned unless they are found to be defective or incorrect.
  • Products such as medications, supplements, and perishable items (e.g., pet food) are non-returnable due to health and safety regulations, unless they were delivered in error or are defective.

Return Process

  1. Email us at hr.admin@dymec.lk with your order number and reason for return.
  2. Our customer support team will review your request and guide you through the return process.
  3. Once approved, please return the item to the address provided.
  4. Upon inspection and approval, we will issue a refund or replacement within 5–7 business days.

Refunds

  • Refunds will be processed to your original method of payment.
  • Shipping fees are non-refundable, unless the return is due to an error on our part.
  • If a product is found to be defective or damaged, we will offer a full refund or replacement at no additional cost.

 

🚫 Order Cancellation Policy

 We understand that sometimes you may need to cancel your order.

  • Orders can be cancelled within 2 hours of placement or before dispatch, whichever comes first.
  • Once your order has been shipped, cancellations are no longer possible.
  • To cancel an order, please contact our customer service team at 076 570 7600 or at hr.admin@dymec.lk with your order number.
  • If your order is successfully cancelled before dispatch, a full refund will be issued within 3–5 business days.

 

🚚 Delivery & Shipping Policy

 We aim to deliver your orders safely and promptly to your doorstep.

Delivery Coverage

  • We currently deliver across Sri Lanka.
  • Orders are shipped via registered courier partners.

 Delivery Timeframe

  • Orders are typically processed within 1–2 business days.
  • Standard delivery time: 2–5 business days, depending on your location.
  • Orders placed on weekends or public holidays will be processed the next working day.

 Delivery Charges

  • A standard delivery fee applies to all orders.

Order Tracking

  • Once your order is dispatched, you will receive a tracking number via SMS to monitor the delivery status.

 Damaged or Missing Items

  • If you receive a damaged or incorrect product, notify us within 48 hours of delivery with photos of the item and packaging.
  • We will arrange for a replacement or refund as applicable.