Politique de remboursement
Returns & Refunds
Last updated: 20 September 2026
This policy applies to all orders placed on shenhaiex.store. The store is operated by SuZhou Shenhaiex Trading Co.,Ltd (“Shenhaiex”, “we”, “us”).
30-day return window
You have 30 days from the date you receive your item to request a return.
Eligibility
To be eligible for a return, the item must be in the same condition that you received it: unworn, unused, with all tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
How to start a return
Email us at Shenhaiex@gmail.com with your order number and the reason for your return. If your return is approved, we will send you return instructions. Items sent back to us without first requesting a return will not be accepted.
Return address
SuZhou Shenhaiex Trading Co.,Ltd
No.4209 ChangJiang Road, WuZhong District
SuZhou, JiangSu, China
Return shipping costs
- Defective, damaged or incorrect item: we cover the return shipping cost.
- Change of mind: return shipping is paid by you. Where we issue a prepaid label, the label cost is deducted from your refund.
Non-returnable items
- Custom and made-to-order pieces (for example personalised engraving, made-to-measure sizing, or pieces handmade to your specification) cannot be returned unless they are defective or not as described.
- Items that have been damaged by misuse, resized or repaired by a third party, or returned with missing components.
- Gift cards.
Nothing in this section limits any rights you have under applicable consumer law, including the right to a remedy for goods that are faulty, not as described, or not fit for purpose.
Damages and issues
Please inspect your order when it arrives. If the item is defective, damaged, or you received the wrong item, contact us within 48 hours of delivery with your order number and 2–3 photos showing the item and its packaging. We will arrange a replacement or a refund.
Exchanges
The fastest way to exchange an item is to return the original item for a refund and place a separate order for the item you want.
EU / UK — 14-day right of withdrawal
If you are a consumer in the European Union or the United Kingdom, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification. To exercise this right, contact us at Shenhaiex@gmail.com before the 14-day period expires. The item must be returned in the same condition as received. Return shipping for cancellations under this right is paid by you. This statutory right applies in addition to our 30-day return policy. Custom and personalised items are excluded from the 14-day right of withdrawal as permitted by law.
Refunds
Once we receive and inspect your return, we will notify you whether the refund is approved. If approved, we refund the purchase price to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the refund. If more than 15 business days have passed since we approved your return and you have not received the refund, contact us at Shenhaiex@gmail.com.
Refunds are issued in the original currency of payment. We do not refund original shipping charges except where the item was defective, damaged or incorrect, or where required by law.
Order cancellations
Orders can be cancelled free of charge any time before dispatch. We normally dispatch within 24 hours (Monday–Saturday), so contact us as soon as possible at Shenhaiex@gmail.com.
Contact
SuZhou Shenhaiex Trading Co.,Ltd
No.4209 ChangJiang Road, WuZhong District, SuZhou, JiangSu, China
Email: Shenhaiex@gmail.com
Phone: +86 158 6245 7677