Full logo

Terms and Conditions

Charges/Payment Process
  • Customers shall complete payment for products purchased through the zaya & muse’s store at the time of checkout.
  • The Zaya & muse’s store accepts payments via Visa, Mastercard, American Express, koko, and direct Bank Transfer. Cash on Delivery (COD) is not available.
  • All prices displayed on the Zaya & muse’s store are in Sri lankan Rupees (LKR) unless otherwise specified. Customers are responsible for any currency conversion fees charged by their bank or payment provider.
  • The Zaya & muse’s store may revise product prices or applicable fees at any time without prior notice. The price at the time of checkout will be the final price charged.
  • Customers are responsible for any applicable taxes, including but not limited to sales tax, value-added tax, or other duties imposed by governing authorities in their jurisdiction. Taxes will be calculated and displayed at checkout where applicable.
  • Payments are processed securely through a third-party payment gateway. The Zaya & muse’s store does not store customer payment information.
  • In case of payment failure due to incorrect or incomplete payment information provided by the customer, the order will not be processed until valid payment is received.
  • Refunds and returns are subject to the Zaya & muse’s store’s refund policy, which is clearly stated on the website and in each product listing. Customers must initiate return requests within 14 days of delivery, and returned items must be in their original condition.
  • Customers are responsible for return shipping costs unless the product is defective or the order was incorrect due to an error by the zaya & muse’s store. Refunds will be processed within 5-7 business days after the returned item is received and inspected.
  • The Zaya & muse’s store is not liable for delays in refund processing caused by incomplete or inaccurate information provided by the customer or delays by the payment provider.
  • For international orders, customers are responsible for any customs duties, import taxes, or clearance fees imposed by their country’s governing authorities. These fees are not included in the product price or shipping cost.
  • All transactions are final once processed, except in cases covered by the refund policy. The Zaya & muse’s store reserves the right to refuse service or cancel orders at its discretion in cases of suspected fraud or violation of terms.
Reversals Policy
  • Customers may request a reversal of payment for transactions completed within the last 24 hours, provided the payment method (card/account) is still active. Requests must be submitted through the zaya & muse’s store’s designated customer support channel, as specified on the website.
  • If a product is lost during transit, the customer must notify the zaya & muse’s store within 7 days of the expected delivery date. The zaya & muse’s store will coordinate with the delivery partner to resolve the issue. If the loss is confirmed, the zaya & muse’s store will either dispatch a replacement product or issue a full refund, at its discretion.
  • Refunds will be processed within 5-7 business days for returns meeting the following conditions:
    • Product is defective, damaged, or incorrect.
    • Product is unused, unworn, unwashed, and free of any flaws.
    • Product includes original tags, user manuals, warranty cards, freebies, and accessories.
    • Product is returned in its original, undamaged manufacturer packaging.
  • Customers must notify the zaya & muse’s store of any issues with a delivered product (e.g., defective, damaged, or incorrect) within 3 days of delivery. Customers may request a refund, exchange, or replacement, subject to the zaya & muse store’s return policy outlined on the product page at the time of purchase.
  • All refund and return requests must be initiated through the zaya & muse store’s customer support portal. The customer will be provided with return instructions, including a return shipping label if applicable.
  • The zaya & muse store is not responsible for return shipping costs unless the return is due to a defective product, incorrect item, or an error by the online store. Customers must ship returns using a trackable delivery service.
  • Refunds will be issued to the original payment method used at checkout. The zaya & muse’s store is not liable for delays in refund processing caused by incomplete or inaccurate information provided by the customer or delays by the payment provider.
  • For international orders, customers are responsible for any customs duties or fees associated with returning a product. These costs are non-refundable.
  • The zaya & muse’s store reserves the right to refuse a refund or exchange if the returned product does not meet the conditions outlined in this policy or if the return request is made outside the specified timeframes.
Obligations of the zaya & muse’s Store
  • The zaya & muse’s store will provide an electronic receipt confirming payment for every transaction completed by a customer. The receipt will be emailed to the customer’s registered email address and will include a system-generated receipt number.
  • The zaya & muse’s store will maintain its website in working order to facilitate smooth transactions. In the event of planned maintenance or downtime, the zaya & muse’s store will notify customers in advance via email or a website announcement, providing reasonable notice.
  • The zaya & muse’s store will process payments securely through a third-party payment gateway and ensure that customer payment information is not stored on its servers.
  • The zaya & muse’s store will provide customer support for issues related to orders, payments, returns, and refunds. Support will be available through designated channels (e.g., email, phone) during business hours, unless restricted by unforeseen circumstances.
  • The zaya & muse’s store will implement industry-standard measures to protect customer data and ensure privacy and security against unauthorized access. In the unlikely event of a data breach, the zaya & muse’s store will not be held liable unless the breach is proven to result from gross negligence on its part.
  • The zaya & muse’s store reserves the right to review customer activity on the platform and take necessary actions, including suspending or canceling orders, to protect its reputation and the interests of other customers, at its sole discretion.
  • The zaya & muse’s store may update or modify these terms and conditions at any time. Customers will be notified of changes via email or a website announcement, and the updated terms will take effect immediately upon proper delivery of the notification.
  • The zaya & muse’s store will ensure that product listings include accurate descriptions, prices, and return policies to enable informed purchasing decisions by customers.
  • The zaya & muse’s store will coordinate with delivery partners to ensure timely and accurate order fulfillment. In cases of lost or delayed shipments, the zaya & muse’s store will work with the delivery partner to resolve the issue promptly.
Limitation of Liability
  • The zaya & muse’s store shall not be liable for any payments made using incorrect or incomplete payment information provided by the customer through available payment methods (e.g., Visa, Mastercard, American Express, KOKO, or Bank Transfer).
  • The zaya & muse’s store shall not be liable for any direct, incidental, special, or consequential damages, including but not limited to loss of income or profits, whether or not the online store had prior knowledge of such damages, unless such damages are proven to result from the gross negligence of the zaya & muse’s store.
  • The zaya & muse’s store shall not be liable for any loss, damage, or delay caused by events beyond its control, including but not limited to acts of God, natural disasters, weather conditions, technical failures, cyberattacks, computer viruses, strikes, civil unrest, epidemics, pandemics, or actions by government or public authorities.
  • The zaya & muse’s store will implement reasonable measures to ensure data privacy and security. In the event of a data breach, the online store shall not be held responsible unless the breach is proven to result from its gross negligence. Customers acknowledge the inherent risks of online transactions and agree to this limitation.
  • The zaya & muse’s store shall not be liable for delays or failures in order fulfillment caused by delivery partners, provided the online store has taken reasonable steps to coordinate with the delivery partner.
  • The zaya & muse’s store shall not be liable for any discrepancies in product descriptions, availability, or pricing caused by technical errors on the website, provided such errors are corrected promptly upon discovery.
  • All emails sent by the zaya & muse’s store will be clearly marked as originating from the zaya & muse’s store and will include instructions for unsubscribing from future emails. Customers may unsubscribe by following a provided link or replying to a designated email address with “unsubscribe” in the subject line.
  • For administrative purposes, email subscription data may be securely stored with third-party service providers. The online store shall not be liable for breaches caused by these providers unless directly attributable to the zaya & muse store’s gross negligence.
  • The zaya & muse store’s total liability to any customer for any claim arising from the use of the website or purchase of products shall not exceed the amount paid by the customer for the specific order in question.
Term, Suspension, Termination
  • The zaya & muse’s store reserves the right to suspend or terminate a customer’s access to the website or services at its sole discretion, with or without notice, for reasons including but not limited to suspected fraudulent activity, violation of terms and conditions, or behavior that harms the zaya & muse store’s operations or reputation.
  • Suspension or termination of a customer’s access shall not affect any provisions of these terms that are intended to survive termination, nor shall it prejudice the rights of the zaya & muse’s store or the customer regarding any breaches or obligations (e.g., payment or refund obligations) that occurred prior to termination.
  • Upon termination or suspension of a customer’s access, the zaya & muse’s store will fulfill any pending orders or obligations (e.g., refunds or deliveries) for transactions completed prior to the termination, subject to the terms of the Reversals Policy and other applicable policies.
  • Customers whose access is terminated or suspended must immediately cease using the zaya & muse store’s website, services, or any associated materials (e.g., promotional content or account credentials). Any unauthorized use after termination may result in legal action.
  • In the event of termination, the zaya & muse’s store will settle any outstanding customer refunds or credits within 30 days, provided the customer has complied with all applicable policies (e.g., return conditions). Customers are responsible for providing accurate payment information for refund processing.
  • The zaya & muse’s store shall not be liable for any direct or indirect losses, including loss of access to products or services, incurred by the customer due to suspension or termination of their access, unless such actions are proven to result from the zaya & muse store’s gross negligence.
  • Customers may request account deletion by contacting the zaya & muse store’s customer support. Upon deletion, all personal data will be removed in accordance with the zaya & muse store’s privacy policy, subject to any legal or regulatory obligations to retain certain information.
  • The zaya & muse’s store may modify or terminate its services or website at any time, with or without notice. In such cases, the zaya & muse’s store will make reasonable efforts to notify customers of significant changes and fulfill any pending orders or obligations, subject to these terms.
Publicity
  • Customers may not use the zaya & muse store’s name, logo, trademarks, or any other proprietary materials in any advertising, promotional, or public communications without prior written consent from the zaya & muse’s store.
  • The zaya & muse’s store may use customer reviews, feedback, or testimonials for promotional purposes on its website, social media, or other marketing materials, provided such use complies with applicable privacy laws and does not disclose personally identifiable information without consent.
  • Customers who wish to share their purchase experiences publicly (e.g., on social media) are encouraged to do so responsibly and in compliance with the zaya & muse store’s terms and conditions. The online store is not responsible for any content posted by customers on external platforms.
Notice/Communications
  • All notices or communications between the online store and customers shall be in writing and sent via email to the address provided by the customer during registration or checkout.
    • The online store will contact customers using its registered business email or through notifications on the customer’s account dashboard, if applicable.
    • Customers may contact the online store with questions, concerns, or requests regarding these terms, orders, or other matters by emailing [email protected] or using the designated contact form on the website.
    • Customers are responsible for ensuring their contact information (e.g., email address) is accurate and up-to-date to receive important communications, such as order confirmations, shipping updates, or policy changes.
  • The online store is not responsible for delays or failures in communication caused by incorrect or outdated contact information provided by the customer.
Contact Us
  • If you have any questions about these Terms and Conditions, our products, orders, or any other inquiries, you can contact us:
    • By email at [email protected]
    • Through the contact form available on our website at Contact page
    • By phone at 011 258 6095, available during business hours (Monday – Friday, 9:00 AM – 5:00 PM ).
  • We aim to respond to all inquiries within 1 – 2 business days. Please ensure your contact information is accurate to facilitate prompt communication.