Refund & Return Policy

At Rohto Mentholatum Lanka, we take every effort to deliver products in good condition. If you receive a damaged, defective, or incorrect product, you may request a return, exchange, or refund under the conditions below.

1. Returns and Exchanges

Products purchased through rohto.lk can be returned or exchanged within 5 days from the date of delivery, only if:

• The product is damaged, defective, or incorrect.
• The product is unused, unopened, and in its original condition.
• The original packaging, labels, seals, accessories, freebies, and invoice are available.

2. Non-Returnable Items

Returns or exchanges will not be accepted if:

• The request is made after 5 days from delivery.
• The product has been used, opened, altered, or damaged after delivery.
• The original packaging, labels, seals, accessories, or freebies are missing or damaged.
• The product was purchased from a third-party retailer, pharmacy, supermarket, distributor, or any platform other than rohto.lk.

For hygiene and safety reasons, personal care, skincare, healthcare, and cosmetic products cannot be returned once opened or used, unless they are proven to be damaged or defective at the time of delivery.

3. How to Request a Return

To request a return, exchange, or refund, contact us within 5 days of delivery:

Phone: 0112 337 098
WhatsApp: 077 443 5976
Email: frank@rohto.lk

Please provide your order number, contact details, reason for return, and clear photos or videos of the product and packaging.

4. Return Pickup and Inspection

If your request is approved, we may arrange a return pickup from the original delivery address.

Returned products will be inspected after collection. Refunds, exchanges, or replacements will be processed only after the product is received and verified.

5. Refunds

For approved cancellations before dispatch, refunds will be initiated within 48 business hours.

For delivered orders, refunds will be processed after the returned product is received and approved.

Refunds may take 7 to 14 working days to reflect, depending on the bank, card provider, or payment gateway.

Refunds will be made to the original payment method where possible. For Cash on Delivery orders, our team may request bank details or offer another approved refund method.

6. Replacements

A product replacement may be offered instead of a refund, subject to product availability.

7. Promotions and Delivery Charges

Discounts, coupon codes, and promotional offers used on cancelled or returned orders will not be reactivated, refunded, or exchanged for cash.

Delivery charges may not be refundable unless the return is due to a damaged, defective, or incorrect product delivered by us.