Online shopping is convenient until the parcel arrives and the excitement disappears: the glass is broken, the wrong model was sent, the advertised feature is missing, or the seller stops answering messages.
Many consumers make the same mistake at that point. They throw away the packaging, delete the chat, and argue with the seller from memory.
Do the opposite. Preserve the evidence first.
Sri Lankan consumer law covers goods and services
The Consumer Affairs Authority states that the Consumer Affairs Authority Act, No. 9 of 2003 covers both goods and services and gives the Authority powers concerning consumer interests, standards, warranties and trade practices.
The Authority also says it receives complaints about goods and services and can inquire into complaints where goods or services do not conform to applicable standards or where warranties or guarantees are not honoured.
First: preserve the package and evidence
If the parcel arrives damaged, photograph it before throwing anything away.
- Take photographs of the outer packaging.
- Photograph shipping labels and order numbers.
- Photograph the damage from several angles.
- Keep the invoice, receipt or order confirmation.
- Save screenshots of the product listing and advertised specifications.
- Keep the seller’s messages and promises.
- Record the date you received the goods.
If you opened the parcel on video, preserve the original recording. Do not edit away the useful parts.
Check what was actually promised
There is an important difference between “I changed my mind” and “the product supplied does not match what was represented”. Look at the listing, description, model number, quantity, size, material, advertised warranty and other representations.
The CAA identifies misleading or deceptive conduct and false representations about the standard, quality, grade, style, model, sponsorship, approval, performance characteristics or benefits of goods and services among matters that can attract enforcement attention.
Contact the seller quickly and clearly
Your first complaint should be simple and factual.
State the order number, date received, exact defect or mismatch, the evidence you have, and what solution you are requesting—such as replacement, repair or refund where appropriate.
Avoid sending ten angry messages. One clear written complaint creates a much better record.
Do not rely only on a phone call
A phone call may solve the problem, but confirm the important part in writing afterwards.
For example: “As discussed today, you agreed to replace the damaged item and collect the original on Friday.” A short confirmation can prevent both sides later remembering the conversation differently.
What does an implied warranty mean?
The Consumer Affairs Authority Act contains provisions dealing with implied warranties. The Act includes an implied warranty that goods supplied will be reasonably fit for the purpose for which they are supplied in the circumstances described by the legislation.
The Act also provides a complaint mechanism for certain breaches of implied warranty. Because the statutory requirements and time limits matter, consumers should not delay when they believe there is a genuine breach.
Time matters when making a CAA complaint
The Consumer Affairs Authority’s current FAQ states that a written complaint with supporting documents should be sent within the period specified by the Act, and its explanation of the complaint mechanism refers to complaints being made within three months. The Act itself contains specific time provisions for different types of complaints, so the safest practice is to complain promptly rather than waiting until the end of a possible period.
The CAA says an individual does not need legal assistance merely to lodge a complaint. A written complaint should be supported by the relevant documents.
What can the Consumer Affairs Authority do?
The CAA explains that, after an inquiry, it can in appropriate cases order a trader or manufacturer to provide compensation, replace goods or refund the amount paid, depending on the legal basis and circumstances of the complaint.
This does not mean every online dispute automatically results in a refund. The evidence and applicable legal provisions matter.
What evidence makes a complaint stronger?
Imagine that a consumer says, “The seller cheated me.” That is a conclusion. A stronger file shows what happened.
| Evidence | Why it matters |
|---|---|
| Order confirmation | Identifies the transaction. |
| Receipt or payment record | Shows the amount and date paid. |
| Product listing screenshot | Shows what was represented at the time of purchase. |
| Photographs/video | Shows the condition or mismatch. |
| Messages with seller | Shows the complaint and response. |
| Warranty documents | Helps establish the promised coverage. |
What if the seller says “No returns”?
A seller’s return policy is important, but a label such as “no returns” should not be treated as an automatic answer to every statutory consumer issue. If the goods are defective, materially different from what was represented, or a warranty obligation has not been honoured, the legal analysis may be different from a simple change-of-mind return.
Read the terms, preserve the advertisement and consider the applicable provisions rather than arguing only about the seller’s private policy.
What if the seller simply disappears?
Keep your evidence and make the complaint through the appropriate channel. The CAA publishes a consumer complaint service and identifies its complaint unit and hotline.
For serious or high-value disputes, particularly where fraud or other legal issues may be involved, consider obtaining individual legal advice about additional remedies.
Be careful with marketplace purchases
Buying through a social-media page or marketplace does not mean you should abandon normal precautions. Record the seller’s business name, telephone number, page URL, payment details and advertised product.
If payment is made by bank transfer or another traceable method, keep the transaction reference. If cash on delivery is used, keep the delivery receipt.
A simple seven-step consumer response
- Photograph the parcel and goods.
- Keep the packaging and documents.
- Save the original advertisement and product description.
- Write to the seller promptly.
- State the problem and requested remedy clearly.
- Keep a chronological record of responses.
- If unresolved, consider a CAA complaint or appropriate legal remedy.
What not to do
- Do not throw away the damaged item immediately.
- Do not delete the product listing screenshots.
- Do not rely entirely on verbal promises.
- Do not wait unnecessarily before complaining.
- Do not exaggerate the complaint; describe the actual defect accurately.
Final takeaway
Consumer law works much better when the consumer has evidence. The photograph of the damaged parcel, the receipt, the original product description and the written complaint can turn a frustrating online purchase into a clearly documented legal issue.
The Consumer Affairs Authority provides an important avenue for complaints concerning goods and services. Its current published guidance confirms that complaints should be supported by documents and that individuals can complain without first hiring a lawyer.
For the official complaint service, see the Consumer Affairs Authority complaint information.
Legal note: This is general information, not individual legal advice. Time limits, remedies and procedures depend on the particular transaction, product, warranty and facts.