Refund & Cancellation Policy

Important: Refunds, cancellations and warranties apply only when they are expressly stated on the invoice issued by Synex for that purchase. The terms written on the invoice (period, items covered and conditions) are the terms that will be followed. If the invoice does not state a refund, cancellation or warranty term, none applies and all payments are final — except where Sri Lankan law requires otherwise.

1. When this policy applies

This policy covers SYNEX software subscriptions, hardware, setup, implementation and training. It forms part of our Terms & Conditions.

If your invoice states refund, return or cancellation terms, those terms are followed exactly.
If your invoice does not state such terms, the purchase is final and non-refundable.

2. Software subscriptions

Subscriptions can be cancelled so that they do not renew. Unless your invoice states otherwise, fees already paid for the current billing period are not refunded, and you keep access until the end of that period.

3. Hardware

Hardware returns and replacements are accepted only under the return or warranty terms stated on your invoice. Please check items on delivery and report any visible damage within 48 hours (see our Shipping & Delivery Policy). Consumables (paper rolls, labels) and items damaged by misuse are never returnable.

4. Setup, implementation and training

Unless your invoice states otherwise, these fees are non-refundable once the invoice is issued.

5. How to request

Contact us with your invoice number at info@synex.work or WhatsApp 070 70 90 790. We will check your request against the terms on your invoice and respond within 3 working days.

6. How approved refunds are paid

Approved refunds are paid by bank transfer to the original payer within 14 working days of approval (or of receiving returned hardware).