Thank you for purchasing from Reignite, operated by Healing Life International (Pvt) Ltd. We take care to ensure that our products reach you in good condition.

Because Reignite products are consumable beverages, returns cannot normally be accepted for a change of mind. However, we will assist with products that arrive damaged, defective, expired, incorrect or incomplete.

1. Eligible Refunds and Replacements

You may request assistance if:

  • The product was damaged or leaking when delivered.

  • You received an incorrect product or flavour.

  • Products included in your confirmed order are missing.

  • The product was expired when delivered.

  • The product has a confirmed manufacturing defect.

  • Your prepaid order was cancelled by Reignite or could not be fulfilled.

  • You were incorrectly charged more than once for the same order.

Depending on the circumstances, we may offer a replacement, refund, store credit or another appropriate solution.

2. Reporting a Problem

Please notify us within 48 hours of receiving your order, and no later than 7 calendar days from the delivery date.

Your request should include:

  • Your full name and contact number.

  • Order number or proof of purchase.

  • A description of the issue.

  • Clear photographs or videos of the affected products.

  • Photographs of the outer packaging and delivery label.

  • Batch number and expiry date, where applicable.

Please keep the products and their original packaging until we complete our review. We may be unable to approve a request if the product or packaging has been discarded before verification.

3. Non-Returnable Products

We cannot accept returns or issue refunds for:

  • A change of mind after delivery.

  • Opened, consumed or partially consumed products, unless there is a confirmed quality or manufacturing issue.

  • Products damaged after delivery due to improper handling or storage.

  • Products stored contrary to the instructions shown on the packaging.

  • Minor differences in packaging, labelling or colour that do not affect product quality.

  • Products purchased from an unauthorized seller.

  • Requests submitted without reasonable proof of purchase.

  • Requests submitted after the applicable reporting period.

This policy does not limit any rights available to you under Sri Lankan consumer-protection law.

4. Incorrect, Damaged or Missing Products

If your order arrives damaged, incomplete or incorrect, do not dispose of the products or packaging.

After reviewing the evidence, Reignite may:

  • Replace the affected product.

  • Send the missing product.

  • Issue store credit.

  • Refund the value of the affected product.

  • Refund reasonable delivery charges where the issue was caused by us.

We may arrange collection of the affected products where necessary. Items approved for return must be securely packed and handed over in their original packaging.

5. Order Cancellations

You may request cancellation before your order has been packed or dispatched.

Once an order has been dispatched, cancellation may not be possible. Refusing delivery after dispatch may result in delivery and return charges being deducted from any approved refund.

To request cancellation, contact us immediately with your order number. Submitting a cancellation request does not guarantee cancellation unless it is confirmed by Reignite.

Reignite may cancel an order because of:

  • Product unavailability.

  • Incorrect pricing or product information.

  • Payment-verification issues.

  • Suspected fraudulent activity.

  • Delivery restrictions.

  • Circumstances beyond our reasonable control.

If we cancel a prepaid order, the amount collected for the cancelled items will be refunded.

6. Promotional and Bundle Orders

Products purchased as part of a bundle, special offer, gift pack or “Buy One, Get One Free” promotion may need to be returned together.

Any refund will be based on the amount actually paid after discounts. Free promotional products do not carry a separate refundable value unless required by law.

If only one product in a bundle is damaged or defective, we may replace or refund only the affected product.

7. Refund Processing

Approved refunds will normally be processed within 7–14 business days after approval and any required inspection or return has been completed.

Refunds for online payments will usually be issued to the original payment method. The time taken for the amount to appear may depend on your bank or payment provider.

For eligible Cash on Delivery orders, we may request your bank-account details to process the refund by bank transfer. Customers are responsible for providing accurate account information.

Original delivery charges are refundable only when the return results from an error by Reignite, a damaged delivery or a defective product, unless otherwise required by law.

8. Purchases From Retailers

Products purchased from supermarkets, retailers, distributors or third-party online platforms should normally be returned to the original place of purchase together with the receipt.

The retailer’s own returns policy may apply. If the issue concerns product quality or manufacturing, you may also contact Reignite with the product’s batch number, expiry date and proof of purchase.

9. Refused and Undeliverable Orders

If delivery cannot be completed because of an incorrect address, unavailable recipient, unanswered calls or refusal to accept the order, additional delivery charges may apply.

For prepaid orders returned to us as undeliverable, the original and return-delivery costs may be deducted from any approved refund unless the delivery failure was caused by Reignite or its delivery provider.

10. Contact Us

To request a cancellation, replacement or refund, please contact:

Healing Life International (Pvt) Ltd.
No. 433, Havelock Road
Colombo 06, Sri Lanka

Email: info@reignitee.com
Telephone: +94 11 451 0692
Mobile: +94 76 767 0387
Telephone: +94 11 236 6616
Website: https://reignitee.com

Please include your order number and supporting photographs when contacting us.