1. Overview
This policy explains how Total Tech Solutions (Pvt) Ltd (Company No. PV 00349596), trading as “TotalTechSolutions”, handles order cancellations and refunds for purchases made on totaltechsolutions.lk. It works together with our Returns & Warranty policy and our Terms of Service. All prices and refunds are handled in Sri Lankan Rupees (LKR).
2. Cancelling an order
You may request to cancel an order at no cost any time before it has been dispatched. Email sales@totaltechsolutions.lk or call +94 71 851 4643 with your order number as soon as possible. If the order has already been dispatched, it is treated as a return under our Returns & Warranty policy.
We may also cancel an order ourselves, for example if an item is out of stock, the price was clearly displayed in error, or we suspect fraud. If we cancel an order you have already paid for, you receive a full refund.
3. When you are entitled to a refund
You are entitled to a refund where:
- you cancel an order before it is dispatched;
- we cancel your order (out of stock, pricing error, or we are unable to fulfil it);
- you return an eligible item within the window set out in our Returns & Warranty policy;
- an item arrives faulty, damaged, or not as described (dead-on-arrival units are fully replaced or refunded);
- you were charged in error, or charged more than once.
Items listed as non-returnable in our Returns & Warranty policy (such as opened software licences, used ink/toner cartridges, and special-order or custom-configured items) are not eligible for a refund unless they are faulty.
4. How refunds are issued
Refunds are always returned to your original payment method:
- Card payments are reversed to the same card through the Hatton National Bank PLC (HNB) Internet Payment Gateway. We do not refund card payments by cash or to a different card.
- Bank transfers are refunded to the bank account the payment came from (or one you confirm in writing).
- Cash on delivery (COD) orders are refunded by bank transfer to an account you nominate.
5. Refund timelines
Once a cancellation or return is approved (for returns, after we inspect the item, usually 1-2 business days), we initiate the refund within 5-7 business days. For card payments, the time for the money to appear on your statement after we initiate the refund depends on your card-issuing bank and typically takes a further 7-14 business days. We will send you a confirmation once the refund has been initiated.
6. Failed, duplicate, or unauthorised payments
If a payment fails but you were still charged, or you are charged more than once for the same order, contact us with your order number and we will investigate and refund any incorrect charge in full. If you believe a payment on your card was not authorised by you, please also contact your card-issuing bank.
7. Statutory rights
This policy is in addition to, and does not limit, your mandatory rights as a consumer under Sri Lankan law, including the Consumer Affairs Authority Act No. 9 of 2003.
8. Contact us
For any cancellation or refund request, write to sales@totaltechsolutions.lk or call +94 71 851 4643. You can also write to us at Total Tech Solutions (Pvt) Ltd, 162/33, Madampitiya Road, Colombo 15, 01500, Sri Lanka.