Cancellation Policy

This policy explains when an order placed through pearlexa.lk may be cancelled. It is intended to give customers a practical opportunity to withdraw while cancellation remains reasonably possible in the fulfilment process.

1. Cancelling Before Dispatch

If you wish to cancel an order, contact Pearlexa as soon as possible with the order number. If the parcel has not yet been dispatched and cancellation remains reasonably practicable, Pearlexa will normally cancel the order and refund any amount already paid, subject to payment-provider processing time.

2. After Dispatch

Once the parcel has been handed to Citypak or another logistics provider, cancellation may no longer be operationally possible. A customer should not intentionally refuse a correctly supplied parcel merely as a substitute for contacting Pearlexa. After correct delivery, a defect-free and correctly supplied product is subject to the Returns, Replacements & Refunds Policy, including its no-change-of-mind-return rule.

3. Address or Order Changes

Contact us immediately for an address correction or other order change. We will try to accommodate the request before dispatch, but changes are not guaranteed once fulfilment has begun. A change affecting product, quantity, tax, stock or delivery cost may require cancellation and a new order.

4. Cancellation by Pearlexa

Pearlexa may cancel an order where fulfilment is not reasonably possible, including unavailable stock, an obvious pricing or system error, payment failure or reversal, invalid delivery details, suspected fraud, legal restrictions, or inability to deliver to the supplied address. If Pearlexa cancels a validly paid order because we cannot fulfil it, Pearlexa will refund the amount due to the original payment method where technically possible.

5. Refund Timing for Cancelled Orders

Pearlexa will initiate an approved cancellation refund without unreasonable delay. The time for funds to appear depends on the payment method and financial institution. PayHere states that refunds processed after settlement can take approximately 5–10 days to be returned to the customer.

6. Statutory Rights

Nothing in this policy is intended to remove a cancellation, withdrawal or other consumer right that must be provided under applicable Sri Lankan law.

7. How to Request Cancellation

Contact us with the order number and purchaser details:

Pearlexa Pvt Ltd
Company No. PV 00354432
76/G, 2nd Lane, I. Jothipala Mawatha,
Malabe 10115, Western Province, Sri Lanka
Phone: +94 70 177 3290
Email: sales@pearlexa.com