SALES & RETURN POLICY

Cafe Bistro (Pvt) Ltd

  1. Scope

These General Conditions of Sale apply to all business relationships between Cafe Bistro (Pvt) Ltd, the operator of www.cafebistro.lk, and its customers, as defined at the time of concluding a purchase contract.

By placing an order through our website, you agree to be bound by the terms outlined in this Sales & Returns Policy.

  1. Conclusion of Contract

The presentation of products on our website constitutes a non-binding online catalogue and does not represent a legally binding offer.

A binding contract is formed only when you click the “Buy” or “Purchase” button to submit your order and when we subsequently accept the order as described below.

  1. Order Confirmation

An automated email confirming receipt of your order will be sent immediately after submission. This confirmation does not constitute acceptance of the contract.

Acceptance of your order occurs when:

  • You receive a separate order confirmation email, or
  • We process your order and initiate shipment within three (3) working days
  1. Back Orders & Pre-Orders

Certain products listed on our website may be available as Back Orders or Pre-Orders.

By placing a Back Order or Pre-Order, you acknowledge and agree that:

  • The product is not immediately available for delivery
  • An estimated lead time will be provided, which may vary due to supplier, shipping, or customs delays
  • Delivery timelines are indicative only and not guaranteed

In case of extended delays:

  • Customers may choose to continue waiting, change the product, or request a refund
  • Refunds will be processed according to the original payment method and payment provider terms

Cafe Bistro (Pvt) Ltd reserves the right to cancel Back Orders or Pre-Orders if supply becomes unavailable.

  1. Verification of Merchandise

Customers are required to verify the quantity and condition of the merchandise at the time of delivery.

If you notice any:

  • Damage
  • Missing items
  • Incorrect products

You must:

  1. Immediately notify the courier and file a claim, and
  2. Inform Cafe Bistro (Pvt) Ltd within 2 days of delivery

Upon verification, we will arrange a replacement for the affected items.

📧 Email: sales@cafebistro.lk
📍 Or submit a written notice to our Head Office

  1. Prices & Shipping Rates
  • Prices displayed on the website are valid at the time of ordering
  • Promotional offers are valid only for the period stated on the website
  • All prices include applicable taxes unless stated otherwise

Shipping Charges

  • FREE island wide delivery for orders of LKR 18,000 and above
  • Orders below LKR 18,000:
    • LKR 425 for the first 1 kg
    • LKR 100 for each additional 1 kg

⚠️ Shipping Rate Adjustments

  • If courier service providers revise their charges, shipping costs displayed on our website will be updated accordingly
  • If we change courier partners, new courier rates will apply and be reflected on the website
  • Shipping and handling fees are non-refundable
  1. Shipping & Delivery
  • Orders are processed and shipped within 24 hours (Monday–Friday) after receipt of full payment
  • Deliveries are handled via Domestic Express (Pvt) Ltd (DOMEX) or alternative courier partners if required

Estimated Delivery Time

  • 2–3 working days (normal periods)
  • 3–4 working days during holidays or peak periods

Goods will be delivered to the address provided by the customer. In case of any delivery delays, customers will be informed promptly.

Delivery Tracking

  • Shipment tracking details will be provided via www.domex.lk or the applicable courier’s tracking page
  • Customers are encouraged to use the tracking information provided for delivery updates
  1. Reservation of Title

All goods remain the property of Cafe Bistro (Pvt) Ltd until full payment has been received.

  1. Payment Methods

We accept the following payment methods:

  • Bank transfers or deposits
  • Credit / Debit cards
  • Cash or cheque (for onsite delivery only)

We reserve the right to restrict certain payment methods in individual cases.

Payments via PayHere, PayPal, MintPay, PayZy & KOKO Pay

All terms, conditions, fees, and charges related to PayHere, PayPal, MintPay, PayZy & KOKO Pay are governed solely by those service providers.
Cafe Bistro (Pvt) Ltd is not responsible for their fees, approval processes, or conditions.

  1. Vouchers & Coupon Codes
  • Only one voucher or coupon may be redeemed per order
  • Vouchers are subject to specific conditions (validity, minimum order value, etc.)
  • Vouchers and coupons:
    • Cannot be exchanged for cash
    • Cannot be resold
    • No balance will be refunded if the full value is not used
  1. Cancellation & Return Policy

Orders may be cancelled or returned within 7 days of receipt.

Returns will be accepted only if:

  • Products are unused and unopened
  • Items are in original condition and packaging
  • Original invoice is included

Once approved, refunds will be processed within 15 days of receiving the returned items.

  1. Returns Process

To initiate a return:

  1. Contact us via the Contact Us page or email within 7 days of delivery
  2. Once approved, return the products using:
    • Your own courier, or
    • Our return shipping label (if provided)

Returned products must be securely packed to avoid damage during transit.

  1. Return Shipping Cost Coverage
  • Customers are responsible for return shipping costs when returning items by choice
  • Cafe Bistro (Pvt) Ltd will cover return shipping costs only if:
    • Incorrect items were delivered, or
    • A partial order was shipped

If our return label is used:

  • LKR 425 for the first 1 kg
  • LKR 100 for each additional 1 kg
  • These charges will be deducted from the refund amount
  1. VAT-Registered Customers (Sri Lanka)

If a customer is registered for Value Added Tax (VAT) in Sri Lanka, they are required to email the following documents to sales@cafebistro.lk prior to or immediately after placing an order:

  • Certificate of Incorporation / Business Registration
  • VAT Registration Certificate

These documents are required for verification and accurate tax invoicing.
Cafe Bistro (Pvt) Ltd reserves the right to withhold VAT adjustments or tax invoices until the required documents are received and verified.

  1. Refund Method
  • For payments made via PayHere, PayPal, MintPay, PayZy & KOKO Pay refunds will be processed through the respective payment service providers and are subject to their timelines and policies
  • For direct bank transfers, deposits, or cheque payments, refunds will be transferred directly to the customer’s bank account provided to us
  1. Privacy Policy

Please refer to our full Privacy Policy for details on how we collect, use, and protect your personal data.
🔗Privacy Policy

  1. Web Shop Operator

Cafe Bistro (Pvt) Ltd

  1. Customer Service

For any assistance, please contact us via the Contact Us page on our website.

  1. Final Provisions

This Sales & Returns Policy shall be governed and interpreted in accordance with the laws of the Democratic Socialist Republic of Sri Lanka.