This Refund Policy explains how Vintage Ceylon handles cancellations, returns, refunds, rescheduling, and related requests for our cultural experiences and online shop. Our aim is to provide a clear and fair process for resolving eligible refund requests while protecting the interests of both our guests and customers.
Effective Date20/07/2026
Last Updated20/07/2026
01
Introduction
This Refund Policy (“Policy”) applies to bookings for Vintage Ceylon cultural experiences and to products purchased through the Vintage Ceylon online shop.
It should be read together with the Vintage Ceylon Terms & Conditions and, where applicable, the information provided for a specific experience, product, booking, or order.
Where a specific booking or order is subject to different cancellation, return, or refund conditions that were clearly communicated before confirmation, those specific conditions will apply.
Nothing in this Policy is intended to limit any rights or remedies that cannot lawfully be excluded under applicable law.
02
Our Refund Principles
Refunds are assessed according to the reason for the request, the type of transaction involved, the timing of the request, and whether the relevant experience or product has already been provided, collected, delivered, or used.
Our general principles are:
- Eligible refunds will be processed using the original payment method where reasonably possible.
- Where a replacement, rescheduling, or another remedy is more appropriate than a monetary refund, Vintage Ceylon may offer that option.
- A refund will not normally be issued for a transaction that has not yet been paid for.
- Where Vintage Ceylon has not confirmed an order or booking, no refund is required because no completed transaction has taken place.
- Any refund will be subject to verification of the relevant booking, order, payment, and circumstances.
- Where applicable law provides a consumer with rights that are more favourable than this Policy, those rights will continue to apply.
03
Experience Cancellations by the Guest
Guests may request cancellation of a confirmed experience by contacting Vintage Ceylon using the contact details provided on the website or booking confirmation.
The amount of any refund will depend primarily on when the cancellation request is received in relation to the scheduled experience and on any specific cancellation conditions communicated at the time of booking.
Where no different cancellation schedule has been communicated for the relevant experience, Vintage Ceylon will assess the request fairly, taking into account whether costs or commitments have already been incurred for the booking and whether the experience can reasonably be resold or reallocated.
For clarity, submitting a cancellation request does not itself guarantee a refund. Eligibility and the amount to be refunded will be confirmed by Vintage Ceylon after reviewing the request.
04
Rescheduling Experience Bookings
Where a guest is unable to attend on the original date, Vintage Ceylon may, where operationally possible, offer an alternative date instead of a cancellation and refund.
Rescheduling is subject to availability and may not be possible for every experience, date, group size, or special programme.
If a rescheduled experience has a different price, any applicable difference will be communicated before the change is confirmed.
Where a guest declines an available alternative, the applicable cancellation and refund conditions will apply.
05
Experience Cancellations by Vintage Ceylon
Vintage Ceylon may need to cancel, postpone, or materially modify an experience due to circumstances beyond our reasonable control or where continuing the experience would be unsafe or impractical.
Such circumstances may include:
- Severe weather conditions
- Safety considerations
- Wars or conflicts
- Pandemics or epidemics
- Government restrictions or actions
- Artisan or performer unavailability
- Operational requirements
- Technical or utility issues
- Transport disruptions
- Natural disasters or other force majeure events
Where an experience is cancelled by Vintage Ceylon, we will make reasonable efforts to offer an alternative experience or a suitable rescheduled date where practical.
- If Vintage Ceylon cancels an experience and an acceptable alternative cannot be provided or is not accepted by the guest, Vintage Ceylon will provide an appropriate refund for amounts paid for the affected experience, subject to any specific terms communicated at booking and applicable law.
06
No-Shows and Late Arrival
If a guest does not attend a confirmed experience without giving Vintage Ceylon reasonable prior notice, the booking may be treated as a no-show.
No-shows are generally not eligible for a refund because resources, staff, facilities, performers, artisans, or other arrangements may already have been committed to the booking.
Where a guest arrives late and is unable to participate fully or safely in the experience, this may also be treated as a no-show or partial non-attendance, depending on the circumstances.
Vintage Ceylon may consider exceptional circumstances at its discretion, particularly where the guest was unable to attend because of an unforeseen event that could reasonably be supported by relevant evidence.
07
Refunds for Experience Payments
Where an experience refund is approved, the refund will normally relate to the amount actually paid to Vintage Ceylon for the affected experience.
Third-party charges, transaction charges, bank charges, currency conversion costs, or other charges outside Vintage Ceylon's control may not be recoverable and may be excluded from a refund where permitted by applicable law.
Where only part of a booking is cancelled or an experience is only partially affected, the refund may be limited to the affected portion of the booking.
08
Shop Order Cancellations
A shop order submitted through the website is an order request until Vintage Ceylon has reviewed and confirmed the order.
If an order has not yet been confirmed, customers may contact Vintage Ceylon to request cancellation of the order request.
Once an order has been confirmed, cancellation may depend on whether the order has already been prepared, dispatched, or otherwise committed for fulfilment.
Where an eligible cancellation is accepted and payment has already been made, Vintage Ceylon will process the applicable refund in accordance with this Policy and applicable law.
09
Returns of Shop Products
Returns may be accepted where a product is eligible for return under this Policy, applicable law, or the specific terms communicated with the product.
Customers should contact Vintage Ceylon before returning a product. Unauthorised returns may delay the assessment and processing of the request.
Where a return is approved, the customer may be instructed on how and where to return the product.
Returned products should, where reasonably possible, be unused, in their original condition, and accompanied by relevant order information. These requirements will not override any consumer rights that apply where a product is defective, incorrect, damaged, or otherwise does not conform to the confirmed order.
10
Damaged, Defective, Incorrect or Missing Products
If a customer receives a product that is damaged, defective, incorrect, or missing from the confirmed order, the customer should contact Vintage Ceylon as soon as reasonably possible.
To help us investigate the issue, we may request the order reference, photographs of the product or packaging, delivery information, or other relevant evidence.
Depending on the circumstances, Vintage Ceylon may provide one or more of the following remedies:
- Replacement of the affected product
- Correction or completion of the order where an item is missing
- Return and replacement
- A full or partial refund
- Another appropriate remedy agreed with the customer
The remedy provided will depend on the nature of the issue, product availability, and applicable legal requirements.
11
Handmade, Natural and Artisan Products
Some Vintage Ceylon products may be handmade, artisan-produced, naturally sourced, or created using traditional methods.
Minor variations in colour, texture, dimensions, pattern, grain, finish, or other visual characteristics may therefore occur and may form part of the individual nature of the product.
Such natural or handmade variations will not normally be treated as defects where the product remains consistent with its description and intended characteristics.
This provision does not prevent a customer from requesting a remedy where a product is materially different from its description, defective, damaged, incorrect, or otherwise fails to meet applicable legal requirements.
12
Products That May Not Be Eligible for Return
Certain products may not be eligible for return where the nature of the product, hygiene considerations, customisation, personalisation, perishability, or other legitimate circumstances make a return inappropriate.
Where a product is non-returnable, this should be clearly communicated before purchase where required.
Any limitation on returns remains subject to applicable consumer protection laws and will not apply where the customer has a legal right to a refund, replacement, repair, or other remedy.
13
Delivery and Pickup Issues
If a customer selects delivery and the order cannot be delivered because of an incorrect or incomplete address, an unavailable recipient, refusal to accept the order, or another circumstance attributable to the customer, Vintage Ceylon may require additional delivery arrangements or charges before reattempting delivery, where appropriate.
If a customer selects pickup and does not collect a confirmed order within the communicated collection period, Vintage Ceylon may contact the customer to arrange a further collection or alternative fulfilment method.
Where an order cannot reasonably be fulfilled by Vintage Ceylon, the customer will be informed and an appropriate refund will be provided for amounts paid for the affected order, subject to applicable law.
14
Refund Processing
Once a refund has been approved, Vintage Ceylon will initiate the refund without undue delay and will normally use the original payment method where reasonably possible.
For advance payments made through a bank transfer or other direct payment arrangement, the customer may be asked to provide or confirm the bank or payment details necessary to process the refund.
For Cash on Delivery orders, no refund will be processed for an amount that has not been paid. Where payment was collected and a refund is subsequently approved, Vintage Ceylon will arrange the refund using an appropriate payment method.
The time taken for a refund to appear in a customer's account may depend on the payment provider, bank, card issuer, or other financial institution. Vintage Ceylon is not responsible for delays caused solely by third-party financial institutions.
15
Partial Refunds
Where only part of an order, booking, or service is affected, Vintage Ceylon may issue a partial refund corresponding to the affected portion.
The amount of a partial refund will be determined based on the circumstances of the case, the amount actually paid, the part of the transaction affected, and applicable legal requirements.
16
Exceptional Circumstances
Vintage Ceylon understands that circumstances may arise that make it difficult for a guest or customer to attend an experience, collect an order, or accept a delivery.
Where a request falls outside the normal cancellation, return, or refund conditions, Vintage Ceylon may review the circumstances on a case-by-case basis.
Examples may include serious unforeseen events, major travel disruption, or other circumstances that could not reasonably have been anticipated or avoided.
Supporting information may be requested where reasonably necessary to assess an exceptional request.
17
How to Request a Cancellation, Return or Refund
Requests should be submitted to Vintage Ceylon using the contact details provided at the end of this Policy.
Please include, where applicable:
- Full name
- Booking or order reference
- Date of the experience or order
- Product or experience concerned
- Reason for the cancellation, return, or refund request
- Relevant photographs or supporting information, where applicable
- Preferred contact details
We may contact you for additional information before determining eligibility and the appropriate remedy.
18
Refund Decisions and Communication
Vintage Ceylon will review refund requests fairly and in accordance with this Policy, the applicable booking or order terms, and applicable law.
Once a decision has been made, we will communicate the outcome to the customer or guest, including where appropriate the approved refund amount, alternative remedy, or reason why the requested refund cannot be provided.
Where a request is only partly approved, the communication will identify the applicable remedy or refund to the extent reasonably possible.
19
Disputes and Consumer Rights
If you are dissatisfied with the outcome of a cancellation, return, or refund request, please contact Vintage Ceylon so that we can review the matter.
Nothing in this Policy removes or restricts any mandatory consumer rights, remedies, or dispute-resolution options available under applicable law.
Vintage Ceylon will seek to resolve refund and return matters fairly, transparently, and in good faith.
20
Changes to this Refund Policy
Vintage Ceylon may update this Refund Policy periodically to reflect changes in our products, experiences, operational processes, legal requirements, or business practices.
The “Last Updated” date at the top of this page will indicate the most recent revision.
For confirmed bookings and orders, the applicable cancellation, return, and refund terms in effect at the time of confirmation will generally apply, subject to changes required by applicable law or regulatory requirements.
21
Contact Us
If you have any questions about cancellations, returns, refunds, rescheduling, or this Policy, please contact us.
Vintage Ceylon
- Telephone
- +94 721 005 388
We will make every reasonable effort to review and respond to refund-related requests promptly and professionally.