Ensuring Satisfaction with Every Purchase

There are certain situations where only partial refunds are granted:

• Products showing excessive handling or use
  If a returned product has been handled beyond what is necessary to establish its nature, characteristics, and function, a deduction may be made to reflect the resulting reduction in value.
• Damaged or missing packaging and components
  If original packaging, labels, accessories or other components are missing or damaged and this reduces the value of the product, the refund may be adjusted accordingly.
• Incomplete sets or bundles
  Products purchased as part of a set or bundle should normally be returned together. If only part of a set or bundle is returned, any refund may be recalculated based on the products retained and the terms of the original offer.
• Promotional discounts
  Where a product was purchased using a discount code or promotional offer, any refund will be based on the amount actually paid, rather than the product’s regular retail price.
• Gifts with purchase
  If returning products means that the original order no longer qualifies for a complimentary gift or promotional product, the gift may also need to be returned. Where appropriate and permitted by law, failure to return it may affect the amount refunded.
• Upgraded delivery
  If you selected a delivery method that was more expensive than SheaLife’s standard delivery option, the additional delivery cost may not be refundable when exercising the right of withdrawal.

Please package the product securely and with reasonable care to prevent damage during transit.

For returns made under the 14-day right of withdrawal, the customer is normally responsible for the direct cost of return shipping.

If a product is damaged, faulty or incorrectly supplied, please contact Customer Support before returning it. Where applicable, SheaLife will arrange or cover the necessary return costs.

We recommend using a traceable shipping method and keeping your proof of postage and tracking information until your return and any applicable refund have been completed.

Once we receive your return, we will inspect the product and notify you where appropriate regarding the status of your return.

If you validly exercise your 14-day right of withdrawal, we will refund the payments covered by your withdrawal, including the cost of our standard delivery option where required by applicable law.

Refunds will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw. However, we may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been returned, whichever occurs first.

Refunds will normally be issued using the same payment method used for the original purchase, unless otherwise agreed or required by applicable law.

If you selected a delivery method that was more expensive than our standard delivery option, the additional delivery cost resulting from your choice may not be refundable.

Where permitted by applicable law, we may make an appropriate deduction if the value of the returned product has been reduced as a result of handling beyond what is necessary to establish its nature, characteristics and function.

SheaLife will not charge you a fee for receiving an approved refund.

Late or missing refunds

If you have received confirmation that a refund has been issued but have not yet received the funds, please first check with your bank, card issuer, or payment provider, as processing times may vary.

For payments made through Klarna or PayPal, the refund may also be subject to the payment provider’s processing times and procedures.

If you have completed these steps and your refund is still missing, please contact us at support@shealife.com.

We take care when preparing and packing every SheaLife order. However, if your product arrives damaged, faulty, or incorrect, please contact us as soon as possible at support@shealife.com

When contacting us, please include your full name, order number, a description of the issue, and photographs of the product and packaging where appropriate.

Depending on the circumstances and your rights under applicable consumer law, we may offer a replacement, exchange, or refund.

If we ask you to return a damaged, faulty or incorrectly supplied product, we will provide the appropriate return instructions. Where applicable, SheaLife will arrange or cover the necessary return costs.

If a replacement is agreed, it will be provided without additional product or delivery charges to you.

Your rights regarding damaged, faulty or incorrectly supplied products are separate from the 14-day right of withdrawal. The fact that a product has been opened does not by itself prevent you from making a valid complaint about a faulty or incorrectly supplied product.

Products purchased at a sale or promotional price may be subject to specific promotional conditions communicated at the time of purchase.

Where the statutory right of withdrawal applies, purchasing a product at a reduced or promotional price does not affect that right.

If an eligible sale or promotional product is returned, any refund will be based on the amount actually paid, not the product’s original retail price.

Complimentary promotional products, samples and free gifts have no refundable monetary value and cannot be refunded or exchanged for cash.

Where a promotional offer requires the purchase of multiple products or a minimum order value, returning part of the order may affect the promotional benefit. Where permitted by applicable law, the refund may be adjusted accordingly.

Nothing in this section limits your statutory rights in relation to faulty, damaged or incorrectly supplied products.

We do not currently offer direct exchanges for change-of-mind returns, including requests for a different product, scent, size or variant. If you would like another product, please return the eligible item in accordance with this Refund and Returns Policy and place a new order.

If you receive a product that is damaged, faulty or incorrectly supplied, we may offer a replacement or exchange where appropriate.

Where a replacement or exchange is approved because of an error or fault with your order, it will be provided without additional product or delivery charges to you.

Please contact our Customer Support team at support@shealife.com before returning any product for replacement or exchange so that we can provide the appropriate instructions.

If a product was purchased as a gift, the same return conditions and applicable right of withdrawal apply to the original purchase.

Any approved refund will normally be issued to the original payment method used to place the order. Refunds cannot normally be transferred directly to the gift recipient.

If you received a SheaLife product as a gift and it is damaged, faulty or incorrect, please contact our Customer Support team at support@shealife.com. Where possible, please provide the order number or other proof of purchase so that we can assist you.

Complimentary gifts, promotional gifts and free samples have no refundable monetary value and cannot be exchanged for cash.

If returning part of an order means that the original purchase no longer qualifies for a complimentary promotional gift, we may ask for the gift to be returned as part of the return, where appropriate and permitted by applicable law.

For returns made under the 14-day right of withdrawal, you are normally responsible for the direct cost of returning the product to SheaLife, unless otherwise stated or required by applicable law.

Please contact support@shealife.com before sending your return. We will provide you with the current return address and any relevant return instructions.

If you are returning a product because it is damaged, faulty or incorrectly supplied, please contact us before sending it back. Where applicable, SheaLife will arrange or cover the necessary return shipping costs.

We recommend using a trackable shipping service and keeping your proof of postage and tracking information until your return has been received and processed. SheaLife cannot guarantee receipt of a returned parcel that cannot be traced.

Where you validly exercise your right of withdrawal, the cost of our standard delivery option will be refunded where required by applicable law. If you selected a more expensive delivery method, the additional cost resulting from that choice may not be refundable.

Need Help?

If you have questions about a return, refund, damaged product, or an existing order, please contact our Customer Support team at support@shealife.com.

For additional information about purchases from SheaLife, please also see our Terms and Conditions and Shipping & Delivery information.

Last updated: August 2026