Refund policy

Refund Policy

Your Legal Right to Cancel (Consumer Contracts Regulations 2013)

You have the right to cancel your order for any reason within 14 days of receiving your goods, without needing to give a reason. To cancel, let us know by phone or email within 14 days of delivery. You then have a further 14 days to send the goods back to us. Once you've told us you want to cancel, we will refund the price of the goods and the cost of standard delivery if you paid for it within 14 days of receiving the returned goods or evidence that you've sent them back. No cancellation fee applies. If your order has already been dispatched, please follow the return procedure below—the same rights and refund terms apply. This right does not apply to customized items, made-to-order items, pre-order items, or items marked as non-refundable, which are exempt under the regulations.

Faulty or Not-as-Described Items (Consumer Rights Act 2015)

If your item is faulty, not as described, or not fit for purpose, you're entitled to a full refund within 30 days of receiving it. Between 30 days and 6 months, you're entitled to a free repair or replacement; if that isn't possible, you're entitled to a refund. We will treat the fault as present at delivery unless we can show otherwise. After 6 months, you may still have rights, though you may need to show the fault was present at delivery. Please contact us as soon as you notice a fault, ideally with photos, so we can resolve it quickly. We will cover the return cost for faulty items.

General Returns (Change of Mind, Outside the 14-Day Cancellation Window)

We also accept returns via our returns portal within 14 days of you receiving the goods for items in original, saleable condition with labels intact and original packaging. Outside of the statutory cancellation right above, we refund the value of the goods only, not delivery charges.

Return Charges

The customer is responsible for return postage costs, except for faulty items, where we cover the cost.

Non-Returnable Items

Customized items, pre-order items, made-to-order items, custom-order items, and items marked as non-refundable cannot be returned (except where faulty).

Refund Processing Time

Refunds are processed within 14 days of us receiving the returned items.

Impact on Free Delivery Offer

If a return causes your order subtotal to fall below the Free Delivery threshold of £100, the delivery cost for the mode you selected will be deducted from your refund (Standard Delivery: £8.00).

Exchanges

To exchange an item, return it under the process above and place a new order.

Return Procedure

Items can be returned using any courier or postal service, with tracking and insurance arranged by the customer. Alternatively, return items by hand at our Wembley store, with the invoice.

Contact Information

Phone: 02030517007. Email: care@shanascollections.co.uk

Refund Mode

Refunds are issued only to the original payment method.

Return Address

Shanas Collections, Room 9, Stanley House Stanley Avenue, Wembley HA0 4JB