Effective Date: 01st November 2025

1. Overview

At Ceylon Gadagedi (Pvt) Ltd, we are deeply committed to providing excellent service and support to all our customers.
Our goal is to ensure that every individual who engages with our products—rooted in nature and crafted with care—receives timely, professional, and reliable assistance.

This Support Policy outlines how we handle inquiries, product-related concerns, and customer service requests to guarantee a seamless and trustworthy experience.

2. Scope of Support Services

We offer a range of support services designed to assist you throughout your journey with our products and brand:

  • Product Support: Assistance regarding product usage, storage instructions, and shelf life of our natural food items.
  • Order & Delivery Support: Help with online purchases, delivery tracking, order updates, or payment clarifications.
  • Customer Service: General inquiries related to our company, distribution channels, or retail partnerships.
  • Feedback & Quality Concerns: Support for reporting damaged, expired, or incorrectly delivered products.
  • Community & Partnership Support: Guidance for local suppliers, retailers, and community members collaborating with us.

3. Support Channels

To make support accessible and efficient, we offer the following contact options:

  • Phone Support: Reach our customer service team at +94 71 612 6071 during business hours.
  • Email Support: For non-urgent matters, please email info@ceylongadagedi.com. We aim to respond within 24–48 hours.
  • Contact Form: You may also submit your inquiry through our website’s Contact Us page, and a team member will get back to you promptly.

4. Support Hours

Our standard operating hours are:

Monday to Friday: 9:00 AM – 6:00 PM (Sri Lanka Standard Time)
Saturday, Sunday, and Public Holidays: Closed

For urgent product-related issues, please email us with the subject line “URGENT” — our team will review and prioritize your concern.

5. Support Limitations

While we strive to offer comprehensive customer care, please note the following limitations:

  • Third-Party Sellers: Support is limited for products purchased through unauthorized resellers. Please ensure purchases are made via our official website or approved partners.
  • Improper Storage: We cannot take responsibility for damage caused by improper storage or handling after delivery.
  • Expired Products: Support requests for expired items cannot be accepted.
  • Promotional Items: Free samples or promotional giveaways are not eligible for replacement or refund.
  • Misuse: We do not provide replacements for products that have been intentionally tampered with, altered, or misused.

6. Fees for Support

Most of our customer support services are offered free of charge.
However, the following cases may incur additional fees:

  • Bulk or Commercial Orders: Handling fees may apply for large-scale returns or replacements.
  • Special Delivery Requests: Urgent or custom shipping arrangements may include extra costs.
  • Community Partner Visits: On-site visits to rural suppliers or partners are managed under separate agreements.

7. Customer Responsibilities

To help us resolve your inquiry efficiently, please ensure that you:

  • Provide accurate order details, including invoice number, date of purchase, and contact information.
  • Share clear photographs if your issue relates to product damage or quality.
  • Follow product handling and storage instructions provided on the packaging.
  • Allow our team reasonable time to investigate and respond to your request.

8. Feedback and Continuous Improvement

At Ceylon Gadagedi, your feedback is essential to our growth.
After a support request is resolved, you may receive a short feedback form. We encourage you to share your thoughts so we can continue improving our products, service quality, and community impact.

We value your voice—it helps us bring nature’s goodness to more people responsibly and effectively.

9. Contact Information

For any support inquiries, please reach out to us at:

Ceylon Gadagedi (Pvt) Ltd
97/4, Samagi Mawatha, Maraluwawa, Kurunegala, Sri Lanka
📞 +94 71 612 6071
📧 info@ceylongadagedi.com
🌐 www.ceylongadagedi.com