Return & Refund Policy

At Shezella, your satisfaction is our highest priority. We stand behind every product we sell and want you to feel confident in every purchase you make with us. If for any reason you are not completely satisfied, we are here to help.

1. Satisfaction Guarantee

We offer a 30-day satisfaction guarantee on all Shezella products. If you are not happy with your purchase for any reason, simply contact our support team within 30 days of receiving your order and we will make it right.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

• The return request is made within 30 days of the delivery date
• The item is in its original condition and original packaging
• The item is unused, unopened, and undamaged
• You have the original order confirmation or proof of purchase

The following items are not eligible for return:

• Products that have been opened, used, or partially consumed
• Items purchased during a final sale or clearance event
• Gift cards and store credits
• Items returned after the 30-day window has passed
• Items damaged due to misuse, improper storage, or customer error

3. How to Request a Return

Returning an item is simple. Follow these steps:

Step 1 — Email us at pkshezy@gmail.com with the subject line: "Return Request – Order #[your order number]"

Step 2 — Include the following in your email:

• Your full name
• Order number
• Reason for return
• Photo of the item if it is damaged or defective

Step 3 — Our support team will respond within 24–48 hours with return instructions and the return address

Step 4 — Pack the item securely and ship it back using a trackable shipping method

Step 5 — Once we receive and inspect the item, we will process your refund within 3–5 business days

4. Refunds

Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved:

• Your refund will be processed to your original payment method
• Refunds typically appear within 5–10 business days depending on your bank or card provider
• Original shipping charges are non-refundable unless the return is due to our error or a defective product

If rejected:

• We will notify you of the reason via email
• The item will be shipped back to you at your expense

5. Damaged or Defective Items

We take quality seriously. If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery and we will resolve it immediately at no cost to you.

To report a damaged or defective item please email pkshezy@gmail.com with:

• Your order number
• A clear photo of the damage or defect
• A brief description of the issue

We will offer you one of the following resolutions:

• A full refund to your original payment method
• A free replacement shipped to you immediately
• A store credit for the full item value

You will not be required to return the damaged item in most cases.

6. Wrong Item Received

If you received the wrong product, we sincerely apologize for the inconvenience. Please contact us within 7 days of delivery with your order number and a photo of the item received. We will ship the correct item to you immediately at no additional charge and arrange collection of the incorrect item if necessary.

7. Late or Missing Refunds

If you have not received your refund within 10 business days of our approval email, please take the following steps:

• Check your bank account or credit card statement again
• Contact your credit card company as processing times may vary
• Contact your bank directly as there is often a processing delay

If you have done all of the above and still have not received your refund, please contact us at pkshezy@gmail.com and we will investigate immediately.

8. Exchanges

We currently do not offer direct exchanges. If you would like a different product, color, or variant, please return the original item for a refund and place a new order for the item you want. This ensures the fastest processing time for you.

9. Return Shipping Costs

• If the return is due to a defective, damaged, or incorrect item — Shezella covers all return shipping costs
• If the return is due to a change of mind or personal preference — the customer is responsible for return shipping costs
• We recommend using a trackable shipping service as we cannot be responsible for items lost in return transit
• Original shipping fees are non-refundable

10. Order Cancellations

Orders can be cancelled within 12 hours of being placed as long as they have not yet been processed or shipped. To cancel your order, email pkshezy@gmail.com immediately with your order number and subject line "Order Cancellation – #[order number]".

Once an order has been shipped it cannot be cancelled and must go through the standard return process.

11. Non-Returnable & Final Sale Items

The following are strictly non-returnable under any circumstances:

• Opened skincare products and serums for hygiene reasons
• Used beauty tools and devices
• Digital products or downloadable content
• Items marked "Final Sale" at time of purchase
• Free gifts or promotional items