Refund Policy

We want you to love every AIKU piece. If something isn’t right, this page explains when you can get a refund and how it’s paid back to you.

1. Cancelling an order

You can cancel your order free of charge any time before it is dispatched. Message us on WhatsApp or email us with your order number (for example AIKU-1004-273) and, if you have already paid, we will refund you in full. Once an order has been dispatched it can no longer be cancelled, but you can still request a refund under section 2.

2. Requesting a refund

Refund requests must be made within 3 days of delivery. To request one, message us on WhatsApp or email us with:

• your order number,
• the item(s) you would like to return, and the reason,
• clear photos of the item and its packaging.

Items must be unworn, in their original condition and returned in the original AIKU packaging. We’ll reply within 2 working days to let you know whether the refund is approved and how to send the item back.

3. Damaged, faulty or incorrect items

We check and pack every order carefully. If your item arrives damaged, faulty or is not what you ordered, let us know within 3 days of delivery with photos of the item and packaging. Once confirmed, we’ll offer you a replacement or a full refund, including any delivery charge you paid us, and we’ll cover the cost of the return.

4. Items we can’t refund

• Earrings that have been worn or removed from their backing, for hygiene reasons.
• Items that show signs of wear, damage after delivery, or missing parts or packaging.
• Normal tarnishing or changes in colour from wear, water, perfume or humidity (see our care guide).
• Requests made more than 3 days after delivery.
• Same day delivery fees paid directly to the PickMe Flash rider, unless the order was damaged or incorrect.

5. Returning an item

Once your refund is approved, we’ll tell you how to send the item back. Unless the item was damaged, faulty or incorrect, the cost of returning it is paid by you. Please keep proof of postage until your refund has been processed. We’ll inspect the item within 2 working days of receiving it.

6. How refunds are paid

All approved refunds are made to the original payment method used for the order. We are not able to refund to a different card, bank account or person, or in cash.

• Card payments (via PayHere): refunded to the same card you paid with.
• Bank transfer: refunded to the same bank account the payment was made from.
• KOKO or Mintpay instalments: refunded through the same provider, which adjusts or cancels your remaining instalments.

7. How long refunds take

We process approved refunds within 5 working days of receiving the returned item (or of approving the refund, for cancelled or undelivered orders). Card refunds can then take a further 7–14 working days to appear on your statement, depending on your bank.

8. Exchanges

Prefer a different piece? Unworn items in their original condition and packaging can be exchanged within 7 days of delivery. See our Terms & Conditions and Shipping & returns page for details.

9. Contact us

For any question about a refund, message us on WhatsApp at +94 77 893 5255 or email hello@aiku.lk, with your order number.