Refund policy

At Sheher, your satisfaction matters to us. We want you to feel confident shopping with us. If you are not satisfied with your purchase, our customer support team is here to help.

1. 30-Day Guarantee

Sheher offers a 30-day guarantee from the date your order is delivered.

If you are not satisfied with your purchase, you may contact us within 30 days of delivery to request a return or refund, subject to the conditions of this policy and applicable consumer protection laws.

To initiate a return, please email help.sheher@gmail.com with your order number and a brief description of your request. Please contact us before sending any products back so we can provide the appropriate return instructions and address.

Items should be returned in their original condition, with original packaging and accessories where applicable. Any limitations on returns will be applied in accordance with applicable law.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at help.sheher@gmail.com.

Please include your order number and, where possible, clear photographs or videos showing the issue and the product packaging.

After reviewing your request, we will work with you to find an appropriate solution, which may include a replacement, repair, or refund, depending on the circumstances and applicable law.

For valid claims involving damaged, defective, or incorrectly supplied products, Sheher will cover reasonable return shipping costs where required by law.

Reporting an issue promptly helps us resolve it efficiently. Any reporting timeframe does not limit your statutory consumer rights.

3. Non-Returnable Items

Certain items may be excluded from voluntary returns where permitted by applicable law. These may include:

• Sealed personal-care or hygiene products that have been unsealed and are unsuitable for return for health protection or hygiene reasons.

• Personalized or custom-made products.

• Other products that fall within a legally recognized exception to the right of withdrawal.

These exclusions do not remove any applicable legal remedies for defective, damaged, or incorrectly supplied products.

4. Refunds

Once your return or refund request has been approved, refunds will generally be issued to your original payment method unless another method is agreed upon or required by law.

Please allow additional time for your payment provider or financial institution to process and display the refund.

Where required by applicable law, refunds will include the original standard delivery charges. Additional charges for premium or express shipping may not be refundable.

The time required for a refund to appear in your account may vary depending on your payment provider.

5. Return Shipping Costs

For voluntary returns under our 30-day guarantee, customers are responsible for return shipping costs where permitted by law and where this responsibility has been properly disclosed.

For damaged, defective, or incorrect products, Sheher will cover reasonable return shipping costs where required by applicable law.

For international returns, please contact help.sheher@gmail.com before shipping your item. Our team will provide the appropriate return instructions and destination.

Customers should retain proof of postage until their return has been processed.

6. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at help.sheher@gmail.com.

We will make reasonable efforts to cancel orders that have not yet been processed or shipped. Once an order has been dispatched, cancellation may no longer be possible through our order processing system.

However, this does not affect any statutory cancellation or withdrawal rights you may have under applicable law.

If Sheher cannot fulfill an order within the promised timeframe, we will provide the options and refunds required by applicable law.

7. Worldwide Shipping, Duties, and Taxes

Sheher serves customers internationally, with operations in the United States and Italy.

Return procedures, customs duties, taxes, and consumer rights may vary depending on the destination country.

For international returns, please contact our customer support team before sending an item back to receive the correct return instructions.

Import duties, customs fees, and taxes paid upon delivery are subject to the rules of the relevant country and the circumstances of the return. Their refundability depends on applicable law and the procedures of the relevant customs or tax authority.

Customers are responsible for ensuring that returned international shipments comply with applicable shipping and customs requirements.

8. European Union Consumer Rights

For eligible online purchases in the European Union, consumers generally have a statutory 14-day withdrawal period from the date they receive their goods.

Separate legal protections may also apply to goods that are faulty or do not conform to the contract.

Sheher's 30-day guarantee is intended to provide an additional opportunity to request a return or refund and does not replace or restrict any mandatory consumer rights.

Nothing in this policy excludes, limits, or waives consumer rights that cannot legally be excluded, limited, or waived.

9. United States and Other International Customers

Customers in the United States and other countries may have additional rights under applicable federal, state, or local laws.

Sheher will handle return, refund, and cancellation requests in accordance with this policy and any mandatory consumer protection requirements applicable to the transaction.

Where this policy provides less protection than applicable mandatory law, the law will prevail.

10. Contact Us

If you have any questions about returns, refunds, damaged items, or order cancellations, please contact our customer support team.

Email: help.sheher@gmail.com

Please include your order number and a brief description of your request so we can assist you efficiently.

Sheher reviews return and refund requests in accordance with this policy and applicable consumer protection laws.