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Exchange Policy – Mackly Sri Lanka

At Mackly, we take pride in offering high-quality sleepwear and lifestyle garments. If you're not completely satisfied with your purchase, we gladly accept exchanges, provided the following conditions are met:

🔁 Exchange Conditions

• Items must be exchanged within 14 days from the date of purchase or delivery.

• Please Note: For hygiene reasons,
  innerwear products cannot be exchanged. We kindly ask you to review the size and product details carefully before making your purchase.
  

• Items must be in original condition — unworn, unwashed, with all tags intact and packaging included.

• Items that are damaged, unhygienic, soiled, or altered in any way will not be accepted for exchange.

• Products purchased on sale, at a discount, or as part of a previous exchange are not eligible for further exchange.

• A valid store receipt or online order confirmation must be presented as proof of purchase.

• Exchanges are subject to stock availability and can be made for a different size, color, or style.

If any of these conditions are not met, Mackly reserves the right to decline the exchange request.

📍 Where to Exchange

• In-store purchases must be exchanged at the same store (they cannot be exchanged online).

• Online purchases via www.mackly.lk may be exchanged:

  • In person at either our OGF or Colombo 5 stores.

  • Or via our online exchange process (details below).

Exchange Procedure – Online Purchases

If you wish to exchange an item bought online, kindly reach out to us via:

• WhatsApp: 077 766 6222

• Instagram / Facebook DM: @mackly.lk

• Email: info@mackly.lk

Once approved, you may courier the package to:

Return Address:
Mackly Online Store
No. 98/3 Lake Dr, Rajagiriya 
📍 [View on Google Maps]
Contact: 077 766 6222

Please include the following details inside and outside the package:

• Full Name

• Contact Number

• Order Number

• Exchange Request (size/color/style)

We will perform a quality inspection upon receipt. If the items meet our exchange conditions, we will proceed with the exchange. Our team will contact you to confirm the new item(s).

⚠️ Items will not be reserved until the original items have been received and inspected.

⚠️ Important Notes

• Customers are responsible for the safe return of the item(s) until received by Mackly.

• Ensure your parcel is securely packed to avoid damage or tampering.

• Mackly is not liable for packages lost in transit or without sender details.

• No cash refunds are provided for exchanges.

• Customers must bear courier/delivery costs for exchange shipments.

• Any taxes, customs duties, or additional charges applicable to exchange shipments must be paid by the customer.

• Local exchanges may take up to 8 working days, and international exchanges up to 15 working days.

• Only one exchange per order is allowed. Please choose your replacement items carefully.

• If exchanged for an e-coupon, the coupon is valid for online purchases only and cannot be re-exchanged.

Faulty or Damaged Items – Online Purchases

In the rare case that your order arrives damaged, faulty, or not as described, we offer either a one-to-one replacement or a full refund.

• The issue must be reported within 1 day of receiving your order.

• Mackly will arrange free pickup of the faulty item.

• Once returned, we will inspect the item. If confirmed faulty, we will process your refund or replacement promptly.

We reserve the right to reject a refund or exchange request if:

• The damage occurred due to misuse, negligence, or failure to follow care instructions.

• The item shows normal wear and tear.

• The report was made after the 1-day grace period.

Exchange Procedure – In-store Purchases

If you purchased an item at one of our physical locations and it is faulty or unsuitable:

• Bring the item to the original Mackly store.

• Present your original receipt.

• Our store team will assess and advise you on eligibility for exchange.

Delivery Policy – Sri Lanka
At Mackly, we deliver island-wide across Sri Lanka to ensure your order reaches you no matter where you are.

Delivery Time
Colombo 1-15: Orders will be delivered within 2 to 3 business days from the date of order.

Outside Colombo: Orders will be delivered within 3 to 5 business days from the date of order.

Please note:

Orders placed on weekends or public holidays will be processed on the next business day.

During peak seasons, special promotions, or holidays, there may be slight delays in processing and delivery.

Our delivery partners will contact you prior to delivery. This call is considered a delivery attempt. After three unsuccessful attempts, your order may be cancelled.

While we strive to meet our estimated delivery times, unexpected delays due to external factors (as detailed in our Terms & Conditions) may occur.

Delivery Charges
A delivery fee will be applied to all orders, including those for exchanges.

Exchanges due to product defects will be delivered free of charge.

Delivery costs are calculated at checkout.

Please note that delivery charges are non-refundable under any circumstances.

Additional Information
Delivery will be made only to the shipping address provided at checkout.

If you need to change your delivery address due to an unavoidable situation, please contact us via email at info@mackly.lk or WhatsApp us at 077 766 6222. Changes can be made only if your order has not yet been dispatched.

Delivery address changes may cause a delay, but we’ll do our best to minimize it.

If a delivery cannot be completed after three attempts or if 10 days have passed since dispatch, your parcel will be returned to us.

For prepaid orders, we’re happy to redeliver.

For Cash on Delivery (COD) orders, redelivery will be made once payment has been settled via bank transfer.

Need your order to be dispatched later for your convenience? We’re happy to help! Just make sure the order is prepaid and hasn’t been dispatched yet.

If you have any concerns or need assistance with your delivery, don’t hesitate to reach out. We're here to help!