Return & Refund Policy

Packline is a peer-to-peer marketplace — items are sourced and delivered by independent travellers, not by Packline directly. Because of this, we operate an escrow-protected dispute process rather than a traditional returns counter.

When a buyer funds an order, the payment is held in escrow. Funds are only released to the seller when the buyer confirms receipt in good condition. If something goes wrong, you raise a dispute and Packline mediates — this is your primary protection mechanism.

You are entitled to raise a dispute — and may receive a full or partial refund — in the following situations:

Item not received

The traveller marked the order as delivered but you did not receive the item. You must raise the dispute within 7 days of the delivery status update.

Significantly not as described

The item you received is materially different from the listing — wrong model, brand, colour or condition (e.g. listed as “new” but received as “used”). Raise within 72 hours of receiving the item and include clear photos.

Damaged in transit

The item arrived damaged as a result of poor packaging or handling by the traveller. Raise within 72 hours of receipt. Packline may request photographic evidence of the packaging and the damage.

Counterfeit or prohibited item

You received an item that appears to be counterfeit, illegal or on our Prohibited Items list. Raise at any time — there is no window restriction for prohibited goods.

The following situations are not covered by our return or refund process:

• Change of mind — you no longer want the item after it has been purchased or shipped.
• Buyer error — wrong size, colour or model chosen at the time of the order.
• Item seized or delayed at customs for reasons unrelated to the seller’s description.
• Normal wear and cosmetic variations on used or refurbished items accurately disclosed in the listing.
• Dispute raised after the applicable window (7 days for not-received; 72 hours for condition/damage).
• Orders where the buyer has already confirmed delivery.

If your situation falls outside these windows due to extenuating circumstances (e.g. hospitalisation), contact help@packline.lk as soon as possible. We review exceptional cases on a discretionary basis.

1. Open a dispute — tap the “Dispute” button on the order detail page in the Packline app or website. Describe the issue and attach photos or evidence.
2. Seller notified (24 hours) — the traveller/seller receives a notification and has 48 hours to respond with their account and any proof of delivery or item condition.
3. Packline review (3–5 business days) — our trust & safety team reviews both sides’ evidence and makes a determination.
4. Resolution — you’ll receive an in-app notification and email with the outcome. If a refund is awarded, it is processed within 2 business days.

If you are unsatisfied with Packline’s decision, you may escalate via email to disputes@packline.lk within 14 days. Escalations are reviewed by a senior team member not involved in the original decision.

Full refund

Awarded when the item was not received, was counterfeit/prohibited, or was significantly not as described with clear evidence. The full escrow amount (item price + reward) is returned to your original payment method.

Partial refund

Awarded when the item was received but has minor defects not fully disclosed in the listing. The refund amount is determined by Packline mediation based on the severity of the discrepancy.

No refund

Awarded when the item matches the listing description and the dispute lacks substantiated evidence. Escrow is released to the seller.

Refund timelines by method

• Card (PayHere) — 5–10 business days to appear on your card statement after Packline processes the refund.
• Bank transfer — 2–3 business days to the originating bank account.
• Packline wallet credit — immediate (offered as an option for faster resolution).

Because items cross international borders, physical returns are complex and are handled on a case-by-case basis. Packline does not operate a returns warehouse.

In cases where a physical return is agreed between buyer and seller (or ordered by Packline mediation), the following rules apply:

• The buyer must ship the item using a tracked courier service.
• Return shipping costs are borne by the seller if the dispute is upheld; by the buyer if not.
• The refund is processed after the seller confirms receipt and inspection of the returned item, within 5 business days.
• Packline is not responsible for items lost in return transit.

In most cases, a photographic refund without physical return is preferred to avoid customs complications.

For all dispute and refund enquiries:

• In-app: Orders → Select order → Dispute button.
• Email: help@packline.lk
• Escalations: disputes@packline.lk

Our support team is based in Colombo and responds in Sinhala, Tamil and English. Median first reply is under 4 hours on business days (Mon–Fri, 8 am–6 pm Sri Lanka Standard Time).

For general platform questions, see our Help centre / FAQ and Trust & Safety pages.