Refund & returns
Products are sold through our brand store at comfobeautys.lk. This page sets out the policy our Order Success team follows. If something is wrong with your order, the fastest route is WhatsApp on 077 236 580 with your order number.
If something is wrong with your order
If a product arrives damaged, leaking, sealed incorrectly, past its date, or is simply not what you ordered, we replace it free of charge. You keep the original — we do not ask you to post a broken jar back to us — and you pay nothing for the replacement or its delivery.
Tell us within seven days of delivery, with your order number and a photograph of the problem. The photograph is what lets us fix it immediately instead of asking questions, and it tells our production team which batch to look at.
If you change your mind
You may return an item within seven days of delivery for a refund, provided it is unopened and the seal is unbroken.
Return postage is paid by you. Once the item reaches us and we have checked the seal, we refund the price of the product.
We cannot accept an opened item back. This is not a technicality: a cream or a serum that has been opened cannot be sold to anyone else, and it would not be safe to try. If you are unsure whether a product suits you, message us before you open it and we will talk it through.
What cannot be returned once opened
- Any product whose seal or shrink-wrap has been broken
- Anything sold as part of a set, unless the whole set is returned unopened
- Free gifts and samples
None of this applies when the product is faulty, damaged or wrong. In those cases the section at the top of this page governs, whether or not the item has been opened.
If a product does not agree with your skin
Tell us. A reaction is not a change of mind, and we would rather hear about it than not. Stop using the product, message our team with your order number and what happened, and we will take it from there — we will also pass it to our formulation team, because that is how a formula gets better.
If you have a reaction that concerns you, please see a doctor or pharmacist. We can tell you what is in a product; we cannot give medical advice.
Paying on delivery
Most orders are paid to the courier at the door. You may check the parcel is the right one before you pay. If you refuse it, nothing is charged and there is nothing to refund.
How a refund reaches you
Refunds go back the way you paid. A card payment returns to the same card, usually within seven to fourteen working days depending on your bank. An order paid in cash on delivery is refunded by bank transfer, for which we will ask for your account details.
We do not charge a restocking or handling fee.
Starting a return
- Message WhatsApp 077 236 580 or email contact@twixen.com with your order number, and a photograph if something is damaged or wrong.
- Our Order Success team replies within one working day and tells you what happens next.
- If the item needs to come back to us, we give you the address and confirm the refund once it arrives.
Your rights as a consumer
This policy sits alongside the rights the Consumer Affairs Authority Act No. 9 of 2003 gives you, and does not replace or reduce them. Where the law gives you more than this page does, the law applies.
Who we are
Twixen Pvt Ltd
No. 26B,St Sylvester Road , Mount Lavinia , Colombo, Sri Lanka
contact@twixen.com ·
+94 77 723 6580