Returns & Refunds

You can cancel before your order is dispatched or collected — contact us as soon as possible and we will refund you in full. Custom-built PCs can only be cancelled before assembly begins, since they are made to order.

Items can be returned within 7 days of delivery or collection if they are unused, in their original sealed packaging, and complete with all accessories and documentation.

You cover the cost of sending an item back when you have simply changed your mind. If the item is faulty, damaged or not what you ordered, we cover it — see below.

These cannot be returned unless they arrived faulty:

• Software, digital licences and activated product keys.
• Custom-built PCs and made-to-order configurations.
• Consumables such as thermal paste once opened.
• Items with physical damage, or missing packaging and accessories.

You can exchange an item for a different model, size or colour within the same 7 days, on the same conditions as a return: unused, in its original sealed packaging, and complete with all accessories.

Contact us first and we will confirm the swap and what is in stock. If the new item costs more you pay the difference; if it costs less we refund the difference to your original payment method. The same items that cannot be returned cannot be exchanged.

If something arrives faulty, damaged or is not what you ordered, tell us within 48 hours of receiving it and we will arrange a replacement or a full refund, including any delivery cost. We will cover return shipping in these cases.

Faults appearing later are handled under warranty rather than as a return — see Warranty & Returns.

• Contact us with your order reference (it starts with ITS-) by email, phone or WhatsApp.
• Tell us what you're returning and why, with photos if the item is damaged.
• We'll confirm the return and tell you whether to ship it back or bring it to the store.
• Once we receive and inspect the item, we'll process your refund.

Refunds are issued to the original payment method. Card payments made through PayHere are refunded to the same card. Bank transfers are refunded to the account the payment came from. Cash payments are refunded in cash in store or by bank transfer, whichever you prefer.

We inspect returned items on arrival and process approved refunds within 5 business days of receiving them. How long the money then takes to appear depends on your bank or card issuer and is outside our control — card refunds commonly take several more working days.

A refund covers what you paid for the item. The original delivery charge is refunded only where the return is our fault — a faulty, damaged or incorrect item — or where you cancelled before dispatch.

Email sales@itstop.lk, call 071 451 4514, or visit us at Shop 17, 1st Floor, Unity Plaza, Colombo 04, Colombo, Sri Lanka, 00400.