Return & Refund Policy

Return Eligibility

Eligible items may be returned in accordance with this policy. To help us review your request, please contact our customer care team before sending any item back.

Return eligibility may depend on the condition of the item, the reason for the return, and the amount of time that has passed since delivery.

Important: Please do not send a return to any address without first contacting SHELVANEO and receiving return instructions.

How to Request a Return

To request a return, please contact our customer care team and provide the following information:

Your order number
The email address used to place the order
The item you would like to return
The reason for your return request
Photos of the item when requested

Once your request has been reviewed, our team will provide the appropriate next steps if the item is eligible for return.

Condition of Returned Items

Unless the item arrived damaged, defective, or incorrect, returned products should generally be in a condition suitable for review and resale.

This may include:

The item being unused or only reasonably inspected
All included parts, accessories, trays, inserts, or components being returned
Original packaging being included when reasonably possible
The item not being intentionally damaged, altered, or excessively used

Items returned in a materially different condition from how they were received may not qualify for a full refund.

Non-Returnable Items

Certain items may not be eligible for return where required for hygiene, safety, customization, final-sale, or other legitimate reasons.

Non-returnable items may include, where applicable:

Items specifically marked as final sale
Personalized or customized products
Items damaged through misuse or improper care
Items missing substantial parts or components
Products that cannot reasonably be resold for hygiene or safety reasons

If a product has special return restrictions, those restrictions may also be stated on the relevant product page.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or contains an incorrect item, please contact us as soon as reasonably possible.

To help us investigate the issue, please include:

Your order number
A clear description of the issue
Photos of the product
Photos of the packaging, if relevant
Photos of the shipping label, if requested

Depending on the circumstances, an appropriate solution may include a replacement, partial refund, full refund, or other reasonable resolution.

Refunds

Once an eligible return has been received and reviewed, we will notify you of the outcome of your refund request.

If approved, the refund will generally be issued to the original payment method used for the purchase.

Depending on the reason for the return and the condition of the item, the refund amount may exclude certain original shipping charges or other non-refundable costs where permitted.

Refund Processing Time

After a refund has been approved and issued, it may take additional time before the funds appear in your account.

Processing times are determined by your bank, card issuer, or payment provider and may vary.

If you have received confirmation that a refund was issued but do not see it after a reasonable period, we recommend contacting your payment provider first.

Return Shipping Costs

Responsibility for return shipping costs may depend on the reason for the return.

If a return is requested because an item is no longer wanted, does not fit the intended space, or for another customer-choice reason, return shipping costs may be the responsibility of the customer where permitted.

If the return is due to an item arriving damaged, defective, or materially different from what was ordered, please contact our customer care team before arranging return shipping.

Please wait for return instructions before shipping anything back. Unapproved return shipping expenses may not be reimbursable.

Exchanges

Exchange availability may depend on product availability and the circumstances of the request.

In some cases, the simplest process may be to complete an approved return and place a new order for the preferred item.

Please contact us before returning an item if you are requesting an exchange.

Order Cancellations

We begin processing orders as quickly as possible. If you would like to request a cancellation, please contact us as soon as possible after placing your order.

We cannot guarantee that an order can be cancelled once it has entered processing, fulfillment, or shipment.

If an order has already shipped, any available return options will be handled in accordance with this Return & Refund Policy.