📋 Our Promise to You
🛡️
30-Day Refund & Exchange Policy
At Shene, we want you to be completely satisfied with your purchase. You may return or exchange undamaged products within 30 days of delivery for a full refund or replacement. Once the item is received at our warehouse and inspected, the refund or exchange process will begin promptly.
✅ Return Eligibility
✔️
We Accept Returns When...
The item is returned within 30 days of delivery. All original accessories and packaging are included. The product is undamaged and in its original condition. The purchase was made directly on the official Shene website.
❌
We Cannot Accept Returns When...
The 30-day return window has passed. Original packaging or accessories are missing. The item shows signs of misuse or damage not caused by a product fault. The purchase was made through a third-party platform.
Restocking fee: For returns not related to a product quality issue, a £5 restocking and return shipping handling fee will apply. This fee is waived entirely for all quality-related returns.
📬 How to Initiate a Return or Exchange
1
Check Your Eligibility
Make sure your order was placed directly on the official Shene website (shene.store) and is within the 30-day return window from your delivery date. Returns for orders placed on other platforms must follow that platform's own returns process.
2
Contact Our Support Team
Email us at hello@shene.com with your original order number, the reason for your return, and clear photos if the return is related to a product quality issue. Our team will respond within 24 hours with your next steps.
3
Pack and Send Your Item
Pack the item securely in its original packaging with all accessories included. Please note that Shene does not provide prepaid return shipping labels — you are responsible for return shipping costs unless the return is due to a product quality issue.
4
Inspection & Resolution
Once we receive your item, our team will inspect it within 1–2 business days. You will receive an email confirmation once your refund has been approved and processed, or once your replacement has been dispatched.
💳 Refund Processing Times
| Payment Method |
Refund Timeframe |
Notes |
| Credit / Debit Card |
5–10 Business Days |
Depends on your bank's processing time |
| PayPal |
3–5 Business Days |
Processed according to PayPal's schedule |
| Shop Pay |
5–10 Business Days |
Instalment repayment schedule adjusted by provider |
| Klarna |
5–10 Business Days |
Instalment repayment schedule adjusted by Klarna |
Please note: All refunds are returned to the original payment method used at checkout. We are unable to issue refunds to a different card or account. If you have not received your refund after 10 business days, please contact your bank before reaching out to us as processing times can vary.
🔁 Exchanges
Exchanges follow the same process as returns. Contact us at hello@shene.com to get started.
Once your returned item is received and inspected, we will dispatch your replacement promptly.
Customers are responsible for return shipping costs on exchanges unless the exchange is due to a product quality issue — in which case Shene will cover all shipping costs.
If you received a damaged or defective item, we will send a replacement immediately at no cost to you — no need to return the original item in most cases.
⚠️ Damaged or Defective Items
If your item arrives damaged or has a manufacturing defect, please email hello@shene.com within 48 hours of delivery.
Please include clear photos of the damage, the product itself, and the outer packaging so we can investigate immediately.
For quality-related returns, Shene will cover all return shipping costs and issue a full refund including your original shipping fee.
Refunds for quality issues are typically processed within 5–10 business days of us receiving and inspecting the returned item.
❓ Frequently Asked Questions
How long do I have to return a product?−
All returns must be initiated within 30 days of your delivery date. After 30 days we are unable to accept returns or process refunds.
What should I include in my return?+
Returns must include all original accessories and the original packaging. Items returned without these may be rejected and sent back to you at your expense.
Can I get a prepaid shipping label?+
Shene does not provide prepaid return shipping labels for standard returns. You are responsible for the cost of return postage. However, if your return is due to a product quality issue or defect, we will cover all return shipping costs.
How long does it take to receive a refund?+
Refunds are typically processed within 5–10 business days after your returned item has been received and inspected. The time it takes to appear on your statement depends on your bank or payment provider.
Can I exchange instead of getting a refund?+
Yes — exchanges follow the same process as returns. Simply contact us at hello@shene.com with your order number and let us know what you would like to exchange for. You will be responsible for return shipping unless the exchange is due to a defect.
What if my product is damaged or defective?+
If your product arrives damaged or has a quality issue, email hello@shene.com within 48 hours with photos of the damage and your order details. Shene will cover all shipping costs and issue a full refund including your original delivery charge.
How are refunds handled for instalments like Klarna or Shop Pay?+
If you paid using an instalment service such as Klarna or Shop Pay, your repayment schedule will be adjusted accordingly by the provider once your refund has been approved. Please allow the standard 5–10 business day processing window.
Can I return a product bought from another platform?+
No — this returns policy applies only to purchases made directly through the official Shene website at shene.store. If you purchased through another platform such as Amazon or eBay, please follow that platform's own returns process.
Is there a restocking fee?+
A £5 restocking and return handling fee applies to returns that are not related to a product quality issue. This fee is completely waived for all quality-related or defective item returns.
