About returns and exchanges
At ShineOn, we strive to provide our customers with the highest quality products and services.
We review all refund requests, orders may be received not up to standard which can happen rarely, as we make hand customize and personalized products for each and every order. While we cannot consider refunding orders, we will consider issuing a remake at no extra charge.
As all items are made to order and many of them are personalized, we are unable to offer refunds on orders if the error is not the responsibility of ShineOn.
By making a purchase with us, you agree to this policy. This policy applies to all products and services offered by our company.
We understand that there may be rare cases where your customer may request a refund due to extenuating circumstances. In such cases, the customer should contact your store's support and provide a photo showing the issue where possible, we encourage you to contact our customer service team with this information to discuss their concerns.
Satisfaction with our products and services is of utmost importance, and we will do our best to address any issues and find a suitable solution for all parties involved.
Please note that this policy may be subject to change at any time without prior notice. We recommend that customers review our refund policy regularly to stay informed of any updates.
Selling on 3rd party marketplaces is done so at your own risk, you may have obligations to provide refunds to your customers under some circumstances that fall outside of our own refund policy. ShineOn is not responsible for refunds issued by sellers at their own discretion, or as a result of payment disputes/chargebacks.
The following situations can be reviewed by management for escalation:
- You have requested cancellation of an order that has been stuck "In Production" and our support team were able to grant that cancellation request.
- If we're unable to replace an item under the remakes process, for example, because a product was discontinued.
We'll endeavour to assist any seller facing a payment dispute or chargeback, and often shipping out a replacement item before the dispute lapses will assist sellers in winning the dispute.
You can learn more about chargebacks here.
Your Store Policy
We recommend you align your own store policies to match our own.
It is of course possible for you to offer refunds to your buyers, but this will be at your own cost if the cicumstances do not align with our own refund policy.
Example policy for your store:
Our jewelry products are made to order just for you! We do not offer refunds. If you have any issues with your order, please contact our support team who'll be happy to assist you!