Refund policy

Right of withdrawal

Under EU consumer law, you have the right to withdraw from your purchase within 14 calendar days from the day you (or a third party indicated by you) receive the goods, without giving any reason.

What can be returned

Because our products are cosmetics, the right of withdrawal does not apply to sealed goods that have been unsealed after delivery, for hygiene reasons. We accept returns only of products that are:

  • Unopened, with all original seals intact.
  • Unused, with no signs of consumption or damage.
  • In their original packaging.
  • Returned within 14 calendar days of delivery.

Bundles must be returned in full; individual items from a bundle cannot be returned separately.

You are liable for any diminution in value of the goods resulting from handling that goes beyond what is necessary to establish their nature, characteristics, or functioning.

How to start a return

Notify us before the 14-day window expires through the contact form on our website with:

  • Your order number.
  • The product(s) you wish to return.
  • The reason for the return (optional).

We will reply within two business days with the return shipping address and instructions.

Return shipping costs

The customer is responsible for return shipping costs. We recommend a tracked shipping method; we cannot be held responsible for items lost in transit to us.

Refunds

  • Method: the original payment method used for the purchase.
  • Timing: within 14 calendar days of us receiving the returned goods. Your bank may take additional time to display the refund.
  • Amount: the full price of the returned product(s). Original outbound shipping costs are not refundable, except where required by law.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or contains the wrong product, contact us within 14 days of delivery with your order number, a description, and photos (including the outer packaging if damaged in transit). We will arrange free replacement at our cost. If replacement is not possible, we will issue a full refund including the original shipping fee.

Exchanges

We do not offer direct exchanges. To receive a different product, please return the original (if eligible) and place a new order.

Statutory warranties

Nothing in this policy affects your statutory rights under EU consumer law, including the 2-year legal guarantee of conformity.

Online Dispute Resolution

For unresolved consumer disputes, the European Commission provides an Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr. SH S.r.l. is not obligated to use alternative dispute resolution but is open to resolving disputes amicably whenever possible.