Refund policy

Return & Refund Policy

Last updated: August 2026

At Keto Queen, every bottle and pack that leaves our facility is made with care, using natural, plant-based ingredients. We want you to be completely happy with your order — and if something isn't right, we'll make it right. This policy explains when and how you can request a replacement or refund.

1. The Short Version

Food safety first: Because our products are food and beverages, we cannot accept returns for change of mind.
Our quality promise: If your order arrives damaged, leaking, defective, expired, or incorrect, tell us within 48 hours and we'll replace it or refund you in full — your choice.
No need to ship anything back: In most cases, a photo is all we need. We won't ask you to courier food products back to us.

2. Why We Can't Accept Change-of-Mind Returns

Our nut milks, nut mixes, and other products are perishable food items. For hygiene and food safety reasons, once a product has been dispatched, it cannot be restocked or resold — even if unopened. This protects every Keto Queen customer and is standard practice for food and beverage retailers.

If you're unsure whether a product is right for you (for example, regarding taste, ingredients, or allergens), please read the product page carefully or message us before ordering — we're always happy to help you choose.

3. When You're Entitled to a Replacement or Refund

We will gladly offer a free replacement or a full refund (including any delivery charges for the affected items) if:

The product arrived damaged or leaking;
The product is defective or spoiled (e.g., swollen bottle, off smell or taste on opening within the best-before date);
The product was past its best-before date on delivery;
You received the wrong item or an item was missing from your order;
Your order was not delivered due to an error on our or our courier's part.

4. How to Raise an Issue

Contact us within 48 hours of delivery via WhatsApp at 077 395 1472 or email at sales@keto-queen.com. For spoilage discovered on opening, contact us within 48 hours of opening, provided the product is within its best-before date and has been stored as directed.
Include the following:
- Your order number;
- The name of the affected product(s);
- Clear photos of the product, the batch/best-before date on the label, and the packaging (and a short video, if the issue is leakage or spoilage);
- A brief description of the issue.
We'll respond within [3 business days] and confirm the resolution — replacement or refund, whichever you prefer.

Reporting promptly and keeping the affected product (refrigerated, where applicable) until we respond helps us verify the issue and also improve our quality control.

5. Replacements

Approved replacements are dispatched free of charge with your choice of the next available delivery slot. If the affected product is out of stock, we will offer an alternative product of equal value or a full refund.

6. Refunds

Approved refunds are issued to your original payment method.
Refunds are processed within [3-4 business days] of approval on our side; depending on your bank or card provider, funds typically appear within [7–14] business days.
For cash-on-delivery orders (if applicable), refunds will be made via bank transfer to an account in your name.
If only part of an order is affected, the refund will cover the affected items (and a proportionate share of delivery charges where the whole order was compromised).

7. Order Cancellations

You may cancel an order free of charge any time before it is dispatched — just message us with your order number.
Once an order has been dispatched, it cannot be cancelled, and the terms of this policy apply instead.
If we cancel your order for any reason (e.g., stock unavailability), you will receive a full refund automatically.

8. Failed or Refused Deliveries

Please ensure your delivery address and contact number are accurate and that someone is available to receive the order — our beverages are perishable and cannot be safely redelivered after extended delays. If a delivery fails because of incorrect address details or repeated unavailability at the address provided, we may be unable to offer a refund for perishable items. If a delivery fails due to our courier's error, we will replace or refund the order in full.

9. Storage & Shelf Life Reminder

To keep your products at their best:

Unopened bottles have a shelf life of up to one year from the date of manufacture — check the best-before date on each label;
Once opened, refrigerate and consume promptly;
Store products away from direct sunlight and heat.

Issues arising from storage contrary to label directions after delivery are not covered by this policy.

10. Fair Use

We assess every claim in good faith and resolve genuine issues quickly and generously. To protect this policy for all customers, we reserve the right to decline claims where we reasonably believe the policy is being misused (for example, repeated claims without supporting evidence).

11. Your Statutory Rights

Nothing in this policy limits or excludes any rights you have under applicable Sri Lankan law, including the Consumer Affairs Authority Act No. 9 of 2003. This policy is in addition to, not in place of, your statutory rights.