Return & Refund Policy

All purchases are final and are not eligible for return, exchange or refund except in specific circumstances outlined below:

  1. If the product is found to have a manufacturing defect or it arrived damaged.
  2. A wrong item had been shipped to you
  3. Item got lost in transit

Time frame for returns, exchanges and refunds: We urge customers to inspect all items. Customers are eligible to exchange, return products and/or request refunds (under the above conditions) within 7 days from the date of delivery. 

Please refer to procedures outlined below for each of the specific circumstances:

Specific Circumstance

Details

Procedure if products received were defective/damaged:

  1. Reporting should be done within 7 days of date or delivery. Please email us at info@shenature.com.sg with the following information: 
  • Your order number
  • Image/video of the defect/damage
  • A detailed description of the defect/damage
  • Once verified, we will arrange to ship the replacement to you. In some cases, we may have to arrange for a courier to collect the defective/damaged product to assess the condition of the damage or defect before we ship the replacement to you. Please look out for emails from us.

Procedure if a wrong item shipped to you:

  1. Reporting should be done within 7 days of date or delivery. Please email us at info@shenature.com.sg with the following information:
  • Your order number
  • Image/video of the wrong item that was shipped to you
  • A detailed description (if needed)
  • Once verified, we will arrange for a courier to collect the wrong item and we will proceed to ship the replacement to you after we have assessed the condition. Please note that the wrong item sent back to us should be in the same condition that you received, unused/unworn and in its original packaging. If we find that the wrong item has been tempered with, we will not be able to ship the replacement to you and you will have to place a new order.

Procedure if item got lost in transit

If you suspect that your item has been lost in transit, please contact us at info@shenature.com.sg immediately. The report should be made within 7 days of estimated delivery date.

Investigation Process:

  1. We will first have to confirm with the shipping carrier that the item has indeed been lost in transit
  2. The investigation process with the carrier may take up to 7 working days. We appreciate your patience during this time.

Resolution Options:

  1. Once we have a confirmation that the item was lost in transit, we will offer the following options to the customer:
  2. Reshipment: We can resend the same item at no additional cost to you

1.2.) Refund: If reshipment is not feasible or desired, we will process a full refund to your original payment method.

Note: Please note that our return & refund policies are subject to change. We encourage our customers to review it periodically for any updates.