1. Introduction

Welcome to Ruhunu Market, a multi-seller online marketplace that allows independent sellers to list products and allows customers to place orders through the website. By browsing the website, adding products to the cart, placing an order, or communicating with a seller through details obtained from this website, you agree to these Customer Terms and Conditions, the Seller Terms where applicable, and the Privacy Policy.

2. Platform role

Ruhunu Market provides the online platform, product display, shopping cart, order forwarding, and related administrative tools. Products are listed, priced, described, supplied, packed, delivered, warranted, exchanged, or refunded by the relevant independent seller unless expressly stated otherwise.

Each seller is responsible for the accuracy of their product listings, stock availability, delivery commitments, product quality, customer service, and compliance with applicable laws. Ruhunu Market may assist with communication and dispute handling, but the contract for sale is generally between the customer and the relevant seller.

3. Eligibility and accurate information

You must provide true, complete, and current customer details when placing an order, including name, address, city, district, and contact phone number. Incorrect or incomplete details may delay or cancel delivery. You agree not to place fraudulent, fake, abusive, or test orders.

4. Product information

Product images, descriptions, stock figures, prices, discounts, promotions, and delivery fees are provided by the relevant seller. We try to display information clearly, but minor differences may occur due to photography, device screen settings, packaging changes, or supplier updates.

If a product is unavailable, incorrectly priced, incorrectly described, damaged, or unsuitable for delivery, the seller or admin may contact you to confirm a change, replacement, delay, or cancellation.

5. Orders and order acceptance

Placing an order through the website is an offer to buy the selected products from the relevant seller. An order is not finally accepted until the seller confirms the order, prepares the goods, or otherwise proceeds with fulfilment. We reserve the right to cancel orders that appear fraudulent, impossible to fulfil, placed with incorrect information, abusive, or in breach of these terms.

If your cart contains products from more than one seller, the system may create separate seller-wise orders. Each seller will only receive and manage the part of the order relevant to that seller.

6. Prices, discounts, promotions, and delivery fees

Prices are displayed in Sri Lankan Rupees unless otherwise stated. Sellers may set normal prices, discounted prices, promotions, delivery fee within the seller’s local area, and delivery fee for outstation delivery. Delivery fees may vary based on district, distance, product size, product weight, availability of courier service, or seller policy.

Discounts and promotions are valid only while published and may be changed or withdrawn by the seller or admin without prior notice, except for orders already confirmed by the seller.

7. Payment methods

The platform mainly supports Cash on Delivery. It may also allow customers to mark an order as Cash Paid / Receipt WhatsApped, where the customer has separately paid the seller and has sent payment proof to the seller by WhatsApp or another agreed method.

Unless an official online payment gateway is later added to the website, Ruhunu Market does not process card payments or hold customer funds through the website. Customers should verify seller payment instructions carefully before making any advance payment.

8. Cash on Delivery

For Cash on Delivery orders, you agree to keep the correct amount ready and receive the goods at the agreed address and time. Refusing delivery without a valid reason, repeatedly placing false orders, or avoiding calls may result in cancellation of the order and restriction of future use of the platform.

9. Delivery

Delivery times are estimates only and may depend on seller availability, courier availability, district, weather, public holidays, fuel/transport conditions, stock readiness, and customer response. The seller is responsible for arranging delivery unless otherwise stated.

You must inspect the package as soon as reasonably possible after receipt and inform the seller promptly if there is visible damage, missing items, wrong items, or delivery-related issues.

10. Cancellations

You may request cancellation before the seller dispatches or delivers the product. Once the order has been dispatched, cancellation may be refused or may be subject to reasonable delivery/courier costs already incurred by the seller.

The seller may cancel an order if the product is unavailable, customer contact details are invalid, the delivery location cannot be served, payment is not confirmed, or the order appears suspicious or abusive.

11. Returns, exchanges, and refunds

Return, exchange, and refund eligibility may vary by seller and product type. Unless a seller provides a more favourable policy, returns or exchanges may be considered only where the product is defective, damaged before delivery, significantly different from the published description, or the wrong product was supplied.

Products that are used, damaged after delivery, missing original packaging, perishable, personalised, hygiene-sensitive, intimate-use, made-to-order, or otherwise unsuitable for resale may not be accepted for return unless required by applicable law or specifically agreed by the seller.

Refunds, where applicable, are handled by the relevant seller using the method agreed between the seller and customer. Any delivery charges, bank charges, courier charges, or payment transfer costs may be deducted where permitted and reasonable.

12. Customer conduct

You agree not to misuse the website, make fake orders, harass sellers or admins, submit false payment proofs, attempt unauthorized access, copy website content without permission, use automated scraping tools, upload malicious content, or use the platform for illegal activity.

13. Prohibited and restricted products

Certain products may be prohibited, restricted, age-limited, regulated, unsafe, counterfeit, illegal, or unsuitable for sale through this platform. If such products are discovered, admin may remove them, suspend the seller, cancel affected orders, and cooperate with lawful requests from authorities where required.

14. Advertisements and third-party links

The home page may display paid advertisements added by admin. Advertisements may link to third-party websites or seller pages. We are not responsible for third-party websites, their products, their privacy practices, or their content.

15. Privacy and customer data

When you place an order, your customer details are shared with the relevant seller for order processing, delivery, customer support, dispute handling, and legal/accounting records. Please read our Privacy Policy for more details.

16. Intellectual property

The website name, layout, design, software, text, graphics, and platform features belong to Ruhunu Market or its licensors. Product images and product descriptions may belong to the relevant sellers or rights holders. You may not copy, reproduce, resell, scrape, or commercially exploit website content without permission.

17. Disputes

If you have a problem with an order, first contact the relevant seller using the order details. If the matter is not resolved, you may contact Ruhunu Market admin with the order number, product details, seller name, photographs, payment proof, and communication history. Admin may assist, but is not automatically liable for the seller’s independent acts or omissions.

18. Limitation of liability

To the maximum extent permitted by law, Ruhunu Market is not liable for indirect loss, lost profit, business interruption, emotional distress, delivery delays, seller misrepresentation, seller product defects, or third-party courier failures. Nothing in these terms excludes liability that cannot legally be excluded.

19. Changes to these terms

We may update these terms from time to time. The updated version will be published on this page with the latest updated date. Continued use of the website after changes means you accept the updated terms.

20. Governing law

These terms are governed by the laws of Sri Lanka. Any dispute that cannot be resolved amicably may be referred to the competent courts or authorities in Sri Lanka, subject to applicable consumer protection rights.

21. Contact

For questions about these terms, contact the website admin using the contact details published on Ruhunu Market or the admin email configured for the platform.