Refund policy
14-Day Returns Policy
You may request a return within 14 days of receiving your order.
To qualify for a standard return, the product must be unused, unopened and in its original packaging, with any safety or tamper-evident seals intact. You must provide your order number or other proof of purchase.
For hygiene and safety reasons, opened, used or unsealed personal-care products cannot be returned under our standard returns policy. However, an opened product may qualify under our separate 60-Day Satisfaction Guarantee described below.
Please contact contact@stsheabutters.com within 14 days of delivery to request a return. Once your return has been authorised, the item must be sent back within 14 days. Items returned without prior authorisation may not be accepted.
Unless the item is faulty, damaged or incorrect, customers are responsible for return postage. Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning it. Where an eligible order is cancelled under your statutory cancellation rights, we will refund the cost of our standard delivery option. Any additional amount paid for express or upgraded delivery will not be refunded.
60-Day Satisfaction Guarantee
We want you to feel confident trying ST Shea Butter. If you are purchasing from us for the first time and are not satisfied with an eligible product, you may request a refund within 60 days of receiving your order.
Unlike our standard returns policy, an eligible product may have been opened and reasonably used.
The guarantee:
• Applies to the customer’s first order only.
• The guarantee covers one full-size individual product purchased in the customer’s first order. Samples, gift sets, bundles and multi-product sets are excluded.
• Requires the request to be made within 60 days of delivery.
• Is limited to one claim per customer or household.
• May require your order number, the reason for your request and a photograph showing the remaining product.
For hygiene reasons, we may not ask you to return an opened product. If a return is required, we will provide instructions before you send it.
Approved refunds will be made to the original payment method. Original and return delivery costs are not covered by the guarantee.
This voluntary guarantee is separate from our standard returns policy and does not affect your legal rights if an item is faulty, damaged, incorrectly supplied or not as described.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order when it arrives. If an item is damaged, faulty, not as described or you receive the wrong product, contact us as soon as possible.
Please include your order number, a description of the issue and, where possible, clear photographs of the product and packaging. We will review the issue and arrange an appropriate refund or replacement where applicable.
We recommend reporting visible delivery damage within 48 hours so that we can raise the matter promptly with the delivery carrier. This request does not affect your legal rights.
REFUNDS
We will notify you once your return or guarantee request has been reviewed and let you know whether the refund has been approved.
Approved refunds will be issued to the original payment method within 10 working days. Your bank or payment provider may require additional time to process and display the refund.
If more than 15 working days have passed since we confirmed that your refund was approved, please contact us.