Refund & Return Policy
Am I able to return or exchange an item?
Our refunds and exchange policy lasts for 14 days from the date of delivery of your order.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it.
If you believe the item is due a refund out of the 14 day returns policy, for example as a result of a manufacturing defect, then this will be reviewed on a case-by-case basis and in line with our supplier’s policies.
To complete your return or exchange and obtain a refund for the costs, please get in contact with us and explain the circumstances. We may require you to send images for our records and verification. Please DO NOT send your purchase back to us without informing us.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
- Any orders were refused or returned without informing us.
Exchanges will require the items be sent back to us. The return options are as per the points below.
If you have any further queries, Please reply back to the order confirmation email or contact us at firstname.lastname@example.org
We can offer 2 options for returns:
1: You send any returns back to us at your cost to our warehouse, address supplied after refund email has been sent to us.
2: We can send you a quote for a discounted return from our delivery partners which will then be deducted from the refund.
We cannot issue any refunds or exchanges without the products or order being returned to us.
- Normal Refund: This process may take up to 3 to 5 working days depending on the bank.
- Discount Code: We can also issue a discount code for the amount and this will be issued on the same day.
We encourage to opt for the discount code option for a quick claim.
Change of Delivery date or address
Shayona cannot be held responsible if items of your order, including frozen items, are spoiled if you, the customer, changed the delivery date or delivery location. All the effort is made to ensure your products reach you in the best possible condition. Many orders are booked in as priority and/or next day deliveries due to the nature of the products in your order. We will use our discretion in issuing any refunds due to this. Not one order will result in the same outcome.
Due to the nature of the frozen product, we are unable to accept frozen returns unless there is an issue with the product.
What if I was sent an incorrect item?
If you have received an incorrect item from one that you ordered, please contact us via email within 3 days from the point of delivery of your order and we will rectify this.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Late or missing refunds
If you have not received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund, please reply back to the order confirmation email and we will look into it.