Refund & Return Policy
At Shop at Shay’s, your satisfaction genuinely matters to us. Because we work with international suppliers and operate as a dropshipping store, our return process works a little differently from traditional retailers. Please read this policy carefully before making a purchase.
1. Eligibility for Returns & Refunds
We accept return or refund requests under the following circumstances:
- You received the wrong item (different product, color, or size from what you ordered)
- The item arrived damaged or defective
- The item never arrived within 45 business days of the shipping date
- The product is significantly different from its description on our website
We are unable to process returns or refunds for the following:
- Change of mind or buyer’s remorse after the order has shipped
- Slight color variations due to screen display differences
- Minor size discrepancies within standard manufacturing tolerances
- Items that have been used, washed, or altered
- Orders where an incorrect address was provided by the customer
2. Timeframe for Requests
All return and refund requests must be submitted within 14 days of the delivery date (or within 45 days of the shipping date for items not received). Requests submitted outside this window may not be accepted.
3. How to Request a Return or Refund
To start the process, please contact us with the following information:
- Your full name and order number
- A brief description of the issue
- Clear photos or a short video showing the problem (required for damaged/wrong items)
Once we receive your request, we will respond within 2–5 business days. Do not return any item before hearing from us, as we may not be able to accept unsolicited returns.
4. Return Shipping
Because our products ship from international suppliers, returning items internationally is often impractical and costly. In many cases, we will offer one of the following resolutions instead of requiring a physical return:
- A full or partial refund to your original payment method
- A store credit for future purchases
- A free replacement shipment (subject to stock availability)
If a physical return is necessary in your case, we will provide you with the return address and instructions. Return shipping costs are the responsibility of the buyer unless the return is due to our error or a defective product.
5. Refund Processing
Once your refund is approved, it will be processed within 5–10 business days. The time it takes to appear in your account depends on your payment method and financial institution. Original shipping fees are non-refundable unless the return is due to an error on our part.
6. Exchanges
We do not currently offer direct exchanges. If you need a different item, please submit a refund request and place a new order separately once your refund is confirmed.
7. Cancellations
Orders can be cancelled free of charge within 12 hours of being placed, provided they have not yet been forwarded to our supplier. After this window, cancellation may not be possible. If your order has already shipped, our standard refund process applies.
To request a cancellation, contact us immediately with your order number and the subject line ‘Order Cancellation.’
8. Lost or Stolen Packages
If tracking shows your order was delivered but you did not receive it, please check with neighbours, building reception, or your local post office first. If the package still cannot be located, contact us and we will do our best to assist — though we cannot guarantee a replacement or refund for packages confirmed as delivered by the carrier.
9. Governing Law
For any refund or return inquiries, please contact us through our website or email. We aim to make every experience as smooth as possible and appreciate your patience as we work with international supply chains.