Refund Policy

Everything we sell is digital and delivered within seconds, so the ordinary rules about returning goods do not fit. This page sets out exactly when a Topups.lk order can be refunded and when it cannot.

The short version

A mobile top-up cannot be reversed once the operator has credited the number. A voucher code cannot be refunded once it has been shown to you. Everything else — a payment taken with no code delivered, a code that was already used, a double charge — we refund in full.

Why digital orders are treated differently

When you buy a reload, the credit lands on the mobile number immediately and the operator has no facility to take it back. When you buy a gift card or game voucher, the code is drawn from our stock and shown to you on screen and by email; at that moment its value has left our inventory and we cannot resell it. For both reasons, by completing an order you agree to immediate delivery and accept that the order is final once delivery has happened.

Mobile top-ups

When we cannot refund

• The reload reached the number you entered and the operator confirmed it.
• You entered the wrong number and the reload succeeded on that number. Please check the number twice before paying — we have no way to recall credit from a stranger’s account.
• You chose the wrong operator but the number was valid on the one you picked.
• The credit expired unused, or the operator’s own validity rules reduced it.

When we will refund

• Payment was taken but the reload never reached the number.
• The order sat unfulfilled for more than 24 hours.
• The operator rejected the number and the amount was still charged.
• You were charged twice for the same reload.

If a reload fails, we will normally retry it once before offering a refund, because a retry restores your credit faster than a bank reversal.

Gift cards, payment cards and game vouchers

When we cannot refund

• The code has been revealed to you, whether on the confirmation screen, in your account, or by email — even if you have not redeemed it.
• The code has been redeemed, transferred or shared.
• You bought a code for the wrong region, platform or account. Region and platform are stated on every product page; please read them before paying.
• You changed your mind.
• The issuer closed your account or refused the redemption for reasons connected to your own use of their service.

When we will refund

• Payment was taken but no code was delivered.
• The code was already used or was invalid when it reached you, and the issuer confirms this.
• You were charged twice for the same voucher.
• The product page described the voucher incorrectly in a way that made it unusable for you.

For an invalid-code claim we usually need a screenshot of the error message from the issuer, taken within seven days of delivery. We will replace the code where we can; a refund is offered when a replacement is not available.

Orders we cancel

We may cancel an order before delivery if a product was listed at an obviously wrong price, if stock ran out, or if our fraud checks flag the payment. Cancelled orders are refunded in full, and nothing is deducted.

How to ask for a refund

1. Email [email protected] within 7 days of the order.
2. Include your order number, the mobile number or product concerned, and a short description of what went wrong.
3. Attach any screenshot the issuer or operator showed you.

We acknowledge every request within one business day and aim to reach a decision within three.

How refunds are paid

Approved refunds go back to the payment method used for the order — we cannot send a refund to a different card, wallet or account. Refunds are issued in Sri Lankan rupees for the rupee amount charged. Once we release a refund, PayHere and your bank typically take 3 to 10 business days to post it; that part is outside our control.

Where a service fee was charged, it is refunded together with a full refund. It is not refunded on partial refunds, because the processing cost has already been incurred.

Prices shown in US dollars are an approximate guide only. Your bank charges you the rupee amount, and a refund returns exactly that rupee amount, so a currency movement between purchase and refund can change what you see in dollars.

Chargebacks

If something goes wrong, please contact us before raising a dispute with your bank. A chargeback on an order that was delivered correctly may lead us to suspend the account and recover the amount, along with any fee the bank passes on to us.

Your statutory rights

Nothing on this page limits rights you have under the Consumer Affairs Authority Act or other applicable Sri Lankan law. Where those rights conflict with anything written here, those rights apply.

Contact

Refunds and order problems: [email protected]

Version date: 24 August 2026