RETURNS & REFUND

REFUND POLICY
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RETURNS

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, regardless of your country of residence (United Kingdom, United States, European Union or elsewhere).

To be eligible for a return, your item must be in the same condition that you received it, unused, with its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@shanacosmetics.com.

If your return is accepted, we’ll send you return instructions (and, where applicable, a return shipping label), as well as information on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any questions about returns at support@shanacosmetics.com.

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Certain types of items cannot be returned, such as:
- Perishable goods (such as food, flowers or plants),
- Custom products (such as special orders or personalized items),
- Hazardous materials, flammable liquids or gases.

Please contact us if you have questions or concerns about a specific item.

For cosmetic and personal care products, opened products are eligible for return as long as the product and its packaging are in good condition.

Unfortunately, we cannot accept returns on gift cards or final-sale items (if explicitly marked as such at the time of purchase).

EXCHANGES

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and processed, you can place a new order for the replacement item.

COOLING-OFF / RIGHT OF WITHDRAWAL (EU CUSTOMERS)

If merchandise is being shipped to a country within the European Union, you have the legal right to cancel or return your order within 14 days of receipt, for any reason and without justification.

As above, your item must be in the same condition that you received it, unused, with its original packaging, and you’ll need the receipt or proof of purchase.

This statutory right of withdrawal does not affect our 30-day return policy, which remains applicable.

ORDER CANCELLATION

You may request a cancellation of your order within 24 hours of purchase for a full refund, provided that your order has not yet been processed or shipped. If the order has already been shipped, our standard return policy will apply.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@shanacosmetics.com.

SHIPPING TIMES FOR INTERNATIONAL RETURNS

Please note that if your country of residence is outside the European Union (for example the United Kingdom or the United States), shipping and return transit times may be longer than expected. We recommend using a tracked shipping method when returning items from outside the European Union.