Last updated: 01/01/2026
Thank you for choosing Firewall.lk. Please read this Refund and Cancellation Policy carefully before confirming an order or making a payment.
1. Order Confirmation
An order is considered confirmed once:
- The customer approves a quotation or purchase order;
- Firewall.lk confirms the order;
- An advance payment or deposit is made; or
- The product has been ordered from the supplier.
Once confirmed, the order cannot be cancelled, changed, or refunded.
2. Cancellation After Ordering
Customers cannot cancel an order after Firewall.lk has placed the order with the supplier or arranged the product for delivery.
If a customer decides not to proceed after confirming the order, any advance payment or deposit made will be non-refundable.
3. Cancellation or Rejection upon Delivery
Customers are required to accept their confirmed order and complete any outstanding payment upon delivery.
Refusing, rejecting, or attempting to cancel a confirmed order when it has already been dispatched or delivered will not qualify for a refund. Firewall.lk reserves the right to recover any outstanding payment and additional delivery, handling, or return-related costs.
4. Advance Payments and Deposits
All advance payments and deposits made toward confirmed orders are non-refundable.
This applies when the customer:
- Changes their mind;
- Cancels the project;
- Refuses to accept delivery;
- Selects the wrong product or specification;
- No longer requires the product; or
- Fails to complete the remaining payment.
5. Incorrect Product Selection
Customers are responsible for confirming that the selected product, model, licence, specifications, capacity, features, and compatibility meet their requirements before approving an order.
Firewall.lk will assist customers in selecting suitable products. However, an order will not qualify for cancellation or a refund if the customer provides incorrect information, changes their requirements, or approves an unsuitable product.
6. Software Licences and Subscriptions
Firewall licences, security subscriptions, renewals, activation keys, cloud services, support packages, and other digital products are non-refundable once they have been ordered, issued, registered, activated, or assigned to a customer or device.
7. Installation and Professional Services
Payments for installation, configuration, consultation, technical support, maintenance, and other professional services are non-refundable once the service has been scheduled or work has commenced.
If the customer postpones or cancels a scheduled service, additional charges may apply when rescheduling the service.
8. Damaged or Incorrect Items
Customers must inspect the products at the time of delivery. Any visible damage, missing items, or incorrect products must be reported to Firewall.lk immediately and noted before accepting the delivery.
If Firewall.lk has supplied a product different from the confirmed order, we will arrange the appropriate correction, subject to verification.
9. Defective Products and Warranty Claims
A defective product will be handled according to the applicable manufacturer or supplier warranty.
Depending on the warranty terms, the product may be inspected, repaired, or replaced. A warranty claim does not automatically qualify for a cash refund.
Warranty coverage will not apply to damage caused by:
- Improper installation or use;
- Electrical surges, lightning, or unstable power;
- Physical, liquid, fire, or environmental damage;
- Unauthorised repairs or modifications;
- Incorrect configuration or incompatible equipment;
- Negligence, misuse, or failure to follow instructions; or
- Damage outside the manufacturer’s warranty conditions.
10. Delivery Delays
Delivery dates are estimates and may be affected by supplier availability, shipping delays, customs clearance, public holidays, or other circumstances beyond the reasonable control of Firewall.lk.
A reasonable delivery delay will not automatically qualify an order for cancellation or a refund.
11. Agreement to This Policy
By approving a quotation, confirming an order, making a payment, or purchasing from Firewall.lk, the customer confirms that they have read, understood, and agreed to this Refund and Cancellation Policy.
12. Applicable Law
This policy does not limit any rights or remedies that cannot legally be excluded under the applicable consumer protection laws of Sri Lanka.
13. Contact Us
For questions regarding an order, delivery, warranty claim, or this policy, please contact:
Firewall.lk
Email: info@firewall.lk
Telephone: 0112 86 86 87
Address: No 50, Thalawathugoda Road, Pita Kotte
