Returns & Refunds Policy

1. Right to Cancel (Change of Mind) 

Under the UK Consumer Contracts Regulations, you have the right to cancel your order if you change your mind, provided you notify us within 14 days of receiving your items. Once you have notified us, you have a further 14 days to return the goods to us.

2. Exemptions from the Right to Cancel

Please note that due to hygiene reasons and the bespoke nature of certain goods, the right to cancel does not apply to:·     

  • Pierced earrings and other pierced jewellery (unless faulty) if the tamper-evident packaging has been opened or unsealed.
  • Bespoke, custom-made, or personalized products, including items that have been custom engraved at your request.

3. Condition of Returned Goods

To receive a full refund, all returned products must be unworn, undamaged, in their original resaleable condition, and complete with all original Sheenashona packaging and tags. We reserve the right to make a deduction from your refund if the value of the goods has been diminished by unnecessary handling beyond what would be reasonably permitted in a retail shop.

4. Refunds and Delivery Charges

Once your return is received and inspected by our quality assessment team, we will process your refund within 14 days. The cost of correctly returned products will be credited back to the original purchaser's debit or credit card, PayPal, Apple Pay, or Amazon Pay account.
If you cancel your entire order within the statutory 14-day window, we will also refund our standard outbound delivery charge. If you opted for an enhanced, premium, or next-day delivery service, only the value of our standard delivery option will be refunded.

5. Return Shipping Costs

Unless an item is faulty or incorrectly sent, you will be responsible for paying the direct costs of returning the items to us. We highly recommend using a tracked shipping service with appropriate insurance coverage, as we cannot accept liability for items lost or damaged in transit back to us.

6. International Orders, Duties, and Taxes

Sheenashona is based in the United Kingdom. For international shipments outside the UK, any customs duties, import clearance fees, and local sales taxes levied by the destination country are non-refundable by us. You may need to contact your local customs authority directly to investigate options for reclaiming these costs on returned merchandise.

7. Faulty or Damaged Items

In accordance with the UK Consumer Rights Act 2015, if any item you receive is faulty, not as described, or unfit for purpose, you are entitled to a full refund, repair, or replacement. Please notify us immediately at customerservice@sheenashona.com so we can provide a pre-paid return label or arrange a collection at our expense.

RETURN PACKAGING INFORMATION & CHECK LIST

 Please include the following details and enclose it inside your return package.

1. Customer & Order Details

  • ·           Customer Name:
  • ·           Order Number (e.g., #1001):
  • ·           Date Order Received:
  • ·           Date Return Notified:
  • ·           Email Address:
  • ·           Phone Number: 

2. Items Being Returned

Please list the items you are returning and select a reason code from the list below:

  • Item Name / SKU: ___________________________ Reason Code: _____
  • Item Name / SKU: ___________________________ Reason Code: _____

Reason Codes:

  1. Changed Mind / Unwanted Gift
  2. Incorrect Item Received
  3. Appears Faulty (Please describe below)
  4. Damaged in Transit
  • For Reason 3 or 4, please provide brief details: __________________________________________________

3. Quick Customer Checklist Before Sealing Your Parcel

  1. Worn or Damaged: I confirm the jewellery is unworn, unblemished, and in a fully resaleable condition.
  2. Hygiene Seal: For pierced earrings, I confirm the hygienic tamper-evident seal/bag remains unbroken and intact.
  3. Custom Items: I confirm this item has not been custom-engraved or personalized.
  4. Packaging: I have enclosed all original Sheenashona gift boxes, branded pouches, and protection tags.
  5. Secure Shipping: I understand that I am responsible for the item until it reaches Sheenashona. We strongly advise using a tracked service (such as Royal Mail Special Delivery or Signed For) with sufficient insurance cover.

4. Return Delivery Address

SHEENASHONA RETURNS DEPT
37 Fairway View
Prestwick
Scotland, UK
KA9 2SZ

Last updated: October 22, 2026