Return and Refund Policy

1. Overview

This policy explains when and how you can return a product or receive a refund. It covers, first, physical products bought from our store, and second, course or class fees and digital access. Read it together with our Terms and Conditions and Privacy Policy. Prices and refunds are in Sri Lankan Rupees (LKR).

2. Physical store products: returns

This section applies to physical items such as books, past-papers and stationery kits that are shipped to you.

2.1 Return window

You may request a return within 7 days of delivery.

2.2 When we accept a return or replacement

• The item arrived damaged or defective.
• You received the wrong item.
• The item materially differs from its description on the store.

2.3 Condition required

The item must be unused and in its original condition and packaging, with proof of purchase (your order number).

Non-returnable items:

• Digital study packs, recordings and downloads, once accessed or downloaded.
• Opened or used stationery and consumables.
• Books and past papers that have been written on, marked or damaged after delivery.
• Items sold as clearance or final sale.
• Items returned without the order number or proof of purchase.
• Personalised or custom-made items.

2.4 How to request a return

Contact us within the return window on WhatsApp at 076 347 5884, or by email at [email protected], with your order number and clear photos of the item and the issue. We will confirm whether to return the item and how to send it back.

2.5 Outcome

Depending on the case and available stock, we will offer a replacement, exchange or refund.

2.6 Return shipping

• If the return is due to our error (damaged, defective or wrong item), we pay the return shipping.
• In every other case, return shipping is the customer’s responsibility.

3. Course or class fees and digital items: refunds

Courses, live classes, recordings and study packs are delivered digitally and cannot be returned, so the following refund rules apply.

3.1 When a refund can be requested (eligible)

• Overpayment, where more than the correct amount was charged.
• Double payment, where the same month’s fee is charged twice due to a system or payment error.
• Payment for the wrong class or the wrong child, where the payment has not yet been used.
• Materials sold out, where a paper or other published stock you paid for is no longer available.

3.2 When money is not refunded (non-refundable)

• Requesting a refund after attending a class simply because you no longer want the class.
• Requesting a refund after several of that month’s class days have already been held.
• Notifying us of a payment error more than 7 days after it was made.

3.3 Study packs, recordings and downloads

Once purchased and accessed or downloaded, digital study packs and recordings are non-returnable and non-refundable, except where the item was not delivered or could not be accessed due to our error, or where the law requires otherwise.

4. How to claim a refund

1. 1Notify us immediately, and in any event within 7 days of the error, on our WhatsApp number 076 347 5884.
2. 2Provide evidence: your payment receipt or the transaction reference (a clear screenshot or photo); the student’s name, grade, WhatsApp number, the related class, and the reason; and the Sri Lankan bank-account details for the refund (Account Name, Account Number, Bank and Branch).

5. How refunds are paid (processing time and deductions)

• Refunds are made to the original payment method where possible, or to the Sri Lankan bank account you provide.
• Our Accounts team verifies and approves eligible refunds within 3 working days, and once approved the money is returned within 7 working days.
• Any interbank transfer fees or bank charges incurred in sending the refund may be deducted from the amount refunded.
• Alternative to a refund: an amount overpaid by mistake can instead be adjusted against next month’s class fee.

6. Contact us

Queen’s Education Group (Pvt) Ltd (PV 00260107)

Queen’s Education Group (Head Office), Colombo 03, Sri Lanka

Email: [email protected] · WhatsApp: 076 347 5884 · Telephone: 031 223 8073