RETURN, REFUND AND EXCHANGE POLICY

This policy applies to products purchased directly from LRS Security Solutions (Pvt) Ltd through https://lrs.lk/ our showroom or an authorized sales channel operated by us.

1. Change-of-Mind Returns

You may request a change-of-mind return within 7 calendar days after receiving the product, provided that:

• The product is unused and has not been installed, activated, configured or registered.
• The original packaging, labels, seals and protective materials remain intact.
• All accessories, manuals, mounting parts, cables and complimentary items are included.
• The product and packaging are in resalable condition.
• Valid proof of purchase is provided.

Approved change-of-mind refunds exclude the original delivery charge. The customer is responsible for return-delivery costs.

We reserve the right to refuse a change-of-mind return if the product shows evidence of installation, physical damage, missing parts, altered serial numbers, broken security seals or improper handling.

2. Damaged, Incorrect or Defective Products

Please inspect your delivery as soon as it arrives.

If a product is damaged during delivery, incorrect or missing, notify us within 48 hours and provide:

• Your order or invoice number.
• A description of the issue.
• Clear photographs or an unboxing video.
• Photographs of the shipping package and product label.

Failure to notify us within 48 hours will not remove any rights that cannot lawfully be excluded, but early notification helps us investigate the delivery.

A product confirmed as dead on arrival or affected by a manufacturing defect within 7 calendar days may be repaired, replaced or refunded, depending on product availability, the nature of the defect and applicable law.

After the initial return period, eligible defects will be handled under the manufacturer’s or supplier’s warranty.

3. Products That Cannot Be Returned for Change of Mind

Unless defective, damaged, incorrectly supplied or otherwise required by law, change-of-mind returns are not available for:

• Cameras, DVRs, NVRs, access-control devices or smart locks that have been installed or configured.
• Products with broken warranty seals or altered serial numbers.
• Hard drives, memory cards or storage devices that have been used to store data.
• Software, licence keys, subscriptions or cloud services that have been activated.
• Special-order, imported-on-request or custom-configured products.
• Cut-to-length cables, customized enclosures or made-to-order items.
• Clearance, display or “as-is” products where the condition was disclosed before purchase.
• Products damaged through misuse, incorrect voltage, lightning, water exposure outside the stated rating, accidents, unauthorized repair or improper installation.
• Installation or site-visit services after the work has commenced.

These exclusions do not limit rights relating to defective goods, misleading descriptions, applicable warranties or other rights that cannot legally be excluded.

4. Return Procedure

Before returning a product:

1. Contact us at [lrstechss@gmail.com] or [077 034 9419].
2. Provide your invoice number, product model, serial number and reason for return.
3. Wait for return instructions or a Return Merchandise Authorization.
4. Package the product securely with all accessories and proof of purchase.
5. Deliver or send it to [NO.465,GALLE RD, MOUNT LAVINIA].

Products sent without sufficient order information may be delayed or returned to the sender.

5. Inspection and Approval

Returned products will be inspected and tested. Inspection may take approximately 3–7 business days after receipt.

If a claimed defect cannot be reproduced or is caused by incorrect installation, configuration, incompatible equipment or customer damage, the return may be rejected. Reasonable testing, transport or service charges may apply where disclosed and agreed.

Any replacement product will normally carry the remaining period of the original warranty unless the applicable manufacturer’s warranty provides otherwise.

6. Refunds

Once a refund is approved, it will normally be processed within 7–14 business days.

Refunds will be made to the original payment method where possible. Cash-on-delivery payments may be refunded through bank transfer after the customer provides accurate account details.

The time required for funds to appear may depend on the customer’s bank or payment provider.

Delivery charges are refundable where the return results from our error, an incorrect product, delivery damage or a confirmed defect. Original delivery charges are normally non-refundable for change-of-mind returns.

7. Exchanges

Approved exchanges depend on stock availability. If the requested replacement is unavailable, we may offer:

• A suitable alternative accepted by the customer.
• Store credit accepted by the customer.
• A refund in accordance with this policy.

Any price difference must be paid or refunded before the exchange is completed.

8. Order Cancellations

Orders may be cancelled before dispatch by contacting us immediately. Once an order has been handed to a courier, it will be treated as a return, and delivery or return costs may apply.

Special-order, customized or imported-on-request products may not be cancelled after procurement has begun unless we agree otherwise.

9. Installation Services

Installation charges are non-refundable once installation work has commenced, except where the service was not performed with reasonable care and skill or where another remedy is required by law.

Product warranties do not normally cover damage caused by:

• Incorrect third-party installation.
• Unauthorized modification.
• Unsuitable power supplies or cabling.
• Lightning, power surges or environmental damage.
• Failure to follow manufacturer instructions.

10. Data and Account Removal

Before returning a recorder, hard drive, memory card, smart camera or other connected device, customers should:

• Back up any required recordings or information.
• Delete personal recordings where possible.
• Remove the device from manufacturer or cloud accounts.
• Remove passwords, PINs and memory cards not supplied with the product.
• Restore the device to factory settings where appropriate.

We may reset or erase returned devices during testing and cannot guarantee the recovery or protection of information left on them.

11. Statutory Rights

Nothing in this policy excludes or limits rights or remedies available under the Consumer Affairs Authority Act, applicable e-commerce directions, implied warranties or any other applicable Sri Lankan law.

12. Contact Information

LRS Security Solutions (Pvt) Ltd
Returns address: [NO.465, GALLE RD, MOUNT LAVINIA]
Email: [lrstechss@gmail.com]
Telephone: [077 034 9419]
Website: https://lrs.lk/