1. Damaged, faulty or incorrect items
You can return any item within 30 days of delivery if it:
- arrived damaged (broken, cracked, scratched or bent);
- is faulty, including an NFC tag that does not open its page when tapped;
- does not match the mockup, colours, wording or quantity you approved in writing.
Send photos of the item and its packaging to WhatsApp +94 77 100 3969 or sales@markandmedal.lk with your order number. Please keep the item and packaging until we reply. You choose the remedy:
- a free remake or replacement, made as a priority; or
- a full refund of the price paid for the affected items, including the delivery charge.
For these returns we pay the return delivery or arrange collection. If only part of an order is affected, we replace or refund that part. Where a photo clearly shows the problem, we may not need the item back.
2. Changing your mind
You may also return items you no longer want within 30 days of delivery, provided they are unused, undamaged and in their original packaging. Because most of our products are made to your design:
- we refund the product price, less the setup or design fee (if one was charged) and the original delivery charge;
- you arrange and pay for the return delivery to our Galle studio;
- items that carry personal names, numbers or dates (for example name badges, engraved awards or room numbers specific to your property) can only be returned if damaged, faulty or incorrect.
3. Refunds
Once we have confirmed the return, we refund within 10 working days to the original payment method: card refunds through PayHere, and LankaQR or bank transfer payments to the account you name. Your bank may take a few more days to show the credit.
4. What is not covered
- Damage from misuse, accidents, heat sources, chemicals or incorrect installation by someone other than us after delivery.
- Normal variation of 3D-printed objects within the approved design: fine layer lines, small differences in colour between production batches, and the closest available colour where the approved mockup said so.
- Indoor PLA pieces used outdoors, in direct sun or in a car against our advice.
- NFC destinations: if a linked page stops working because its owner changed or removed it, we will re-point the tag, but this is not a product fault.
5. Your other rights
This policy is in addition to your rights under Sri Lankan consumer protection law, which it does not limit.