1. Overview

We do not accept returns or exchanges except for items that are received damaged. To be eligible for a damage claim, the customer must provide an unedited opening video showing the parcel being opened and the product condition at the time of delivery. Claims without a valid opening video will not be accepted.

2. Damage Definition and Evidence Required

•  Damage means visible physical harm to the item that existed at delivery such as broken clasps, crushed components, missing stones, deep scratches, or items arriving in a visibly ruined condition.
• Required evidence
•  An unedited opening video that clearly shows: parcel seal, outer packaging condition, the moment the parcel is opened, and a close view of the damaged area.
•  Clear photos of the damaged item from multiple angles.
• Order number and delivery tracking details.
• Timeframe for evidence submission
• Submit the opening video and photos within 48 hours of delivery.

3. How to File a Claim

• Email info@sheq.com with: order number, clear subject line “Damage Claim — Order #”, the unedited opening video, photos, and delivery details.
• We will acknowledge receipt within 48 hours and start an assessment.

4. Assessment and Resolution Option

•  Assessment period: up to 7 business days after we receive valid evidence.
• Possible resolutions• Replacement of the same item at no cost to the customer if stock is available.
• Full refund to the original payment method if replacement is unavailable.
• If fraud or misuse is suspected, we reserve the right to deny the claim.

5. Shipping for Returns and Replacements

•  For approved damage claims we will provide a prepaid return label or arrange courier pickup.
• Do not discard damaged packaging or item until the claim is resolved.

6. Refund Processing

• Refund approvals are processed within 5–7 business days after approval.
• Refunds are issued to the original payment method. Processing times may vary by bank or payment provider; we are not responsible for external delays.

7. Items Not Eligible for Refund

•  Change of mind, size, colour, or style preferences.
  Damage reported without an unedited opening video or outside the 48-hour submission window.
• Normal wear and tear, damage from misuse, alterations, repairs by third parties, or exposure to chemicals, perfumes, or water.

8. Liability Limit

• Our liability is limited to the cost of the item and any shipping charges paid. We do not cover indirect, incidental, or consequential losses.

9. Friendly Customer Instructions Example

•  When your order arrives, film the parcel being opened from start to finish. Keep the original packaging and send the video and photos within 48 hours if there is any damage.