Start with your order number
Email SHRworksH@gmail.com with your order number, the item and the reason for your request. For a fault, damage or a wrong item, include useful photos or video if you can. We will provide the appropriate next steps and return address. Do not send goods to an unconfirmed address.
Where a statutory withdrawal right applies, a clear email telling us that you are withdrawing is enough to notify us; it does not depend on our prior approval or a particular form.
If you ordered the wrong item
Our additional wrong-purchase return and exchange policy allows a request within 14 days after delivery. Outside an applicable statutory withdrawal right, the item must be unused, undamaged and complete, with its accessories and original packaging.
For these voluntary returns or exchanges, a handling charge of 20% of the actual amount paid for the affected item applies. You pay the return shipping cost. For an exchange, you also pay the shipping cost for the replacement and any agreed price difference. The original outbound shipping charge is not refunded under this voluntary policy, unless required by law.
Please contact us before sending the item. Once we provide return instructions, send it within 14 days. Use suitable protective packaging and a trackable service; keep your proof of postage. We will confirm the available exchange or refund after inspection. Simply changing your preference is not covered by this additional voluntary policy, but applicable statutory rights always remain available.
Faults, missing parts and incorrect items
The 20% handling charge and customer-paid return rule do not apply to a confirmed manufacturing defect, damage on arrival, missing supplied parts or an item we sent incorrectly. Please inspect your order on arrival and, where possible, report these issues within 3 days to help us resolve them promptly.
Three days is a prompt-reporting request, not the expiry of your legal rights or an automatic reason to reject a later defect report. For confirmed quality issues reported within 3 days after delivery, our voluntary arrival-support service provides suitable replacement parts at no charge, including their shipping. Later reports are assessed under the consumer rights applicable to the purchase; where no free remedy is required, we will explain any proposed charge before you agree to further work or parts. If a part cannot safely or reasonably be fitted by you, or replacement parts do not resolve the issue, we will consider repair, replacement or the other remedy required by applicable law. See Product Care & Support for care guidance.
EU, EEA and UK withdrawal rights
Where the consumer withdrawal rules of your EU/EEA country or the UK apply to your purchase, you generally have 14 days after receiving the goods to tell us that you wish to withdraw, without giving a reason. You then have 14 days after that notice to send the goods back. Contact us by email to make your request and obtain return instructions; an unambiguous notice is sufficient.
The 15% pre-dispatch cancellation charge and the 20% voluntary-return handling charge do not apply to the exercise of this statutory right. You may handle goods as reasonably necessary to establish their nature, characteristics and functioning. Unopened packaging is not a condition of the statutory right. You may be responsible for diminished value caused by handling beyond what is necessary, where the law allows.
You pay the direct return shipping cost for a change-of-mind withdrawal unless we agree otherwise or the law requires otherwise. On a full-order withdrawal we refund the price and the cost of our least expensive standard outbound delivery option. Additional costs of a more expensive delivery choice are not refundable under this rule. For a partial return, any shipping refund follows the applicable law.
We refund without undue delay and, where these rules apply, within 14 days after your withdrawal notice. We may withhold reimbursement until we receive the returned goods or you provide evidence of sending them back, whichever occurs first, where legally permitted. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.
Legal exceptions can apply to goods genuinely made to your personal specifications or clearly personalised. Our standard products do not become personalised goods simply because they are hand-assembled, made in small batches or selected from our standard colours.
Refund timing and exchanges
For approved voluntary returns, we aim to process the refund within 10 business days after receiving and inspecting the item. Your payment provider may take additional time to display the credit. Statutory refund deadlines take priority where they apply.
The 15% cancellation charge and 20% return/exchange handling charge are not added together for the same item and request. Any permitted deduction will be explained before the refund is processed. For a partial return, the 20% calculation is limited to the actual amount paid for the affected items. Exchanges depend on availability; we will agree the next step with you if the replacement is unavailable.
Nothing in this policy limits mandatory rights available to you under the law that applies to your purchase, including rights relating to faulty or misdescribed goods.