Refund policy
Thank you for shopping with Only Shine. We strive to ensure that every customer has a satisfying experience with our products. On rare occasions, items can become damaged or faulty as part of manufacturing and transporting the goods. A credit or replacement for a faulty product is conditional on the following.Β Please read our returns policy carefully to understand your rights and responsibilities when returning a product purchased from us.
1. Eligibility for Returns
1.1 Product Condition: We accept returns on products that are unused and in their original condition
1.2 Time Limit: You must initiate the return process within 48 hours of receiving the order
1.2 Evidence: You must keep evidence of the faulty product and carton in which it was posted until we advise on your requested credit or exchange. We will require a photo or video of the product and package for insurance purposes to prove the issue. If the photo or video is insufficient, we may request additional photos or videos. If you dispose the item before we approve or reject the claim, we reserve the right to reject your claim
1.2 Time Limit: You must initiate the return process within 48 hours of receiving the order
1.2 Evidence: You must keep evidence of the faulty product and carton in which it was posted until we advise on your requested credit or exchange. We will require a photo or video of the product and package for insurance purposes to prove the issue. If the photo or video is insufficient, we may request additional photos or videos. If you dispose the item before we approve or reject the claim, we reserve the right to reject your claim
2. Non-returnable Items
2.1 The following items are not eligible for return
β Personalised goods
β Gift cards or vouchers
2.2 We will not provide a credit or replace a product that has been, mishandled, or incorrectly used. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by us are followed
β Personalised goods
β Gift cards or vouchers
2.2 We will not provide a credit or replace a product that has been, mishandled, or incorrectly used. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by us are followed
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3. Return Process
3.1 The limit of the compensation for faulty product will be the replacement or credit of that faulty product once it has been returned to us
3.2 We reserve the right to inspect and test the product to determine if it is in our opinion faulty or damaged. It is at our discretion that we determine if an item is damaged or faulty
3.3 The delivery time for a replacement product starts from when we confirm that we will replace your product and will then follow normal shipping times
3.2 We reserve the right to inspect and test the product to determine if it is in our opinion faulty or damaged. It is at our discretion that we determine if an item is damaged or faulty
3.3 The delivery time for a replacement product starts from when we confirm that we will replace your product and will then follow normal shipping times
4. How to Initiate a Return
4.1 Contact us by email with the following information
β Order Number or Order Name
β Date of order
β A photo/video of the item/s and packaging with the issue if its damaged or faulty
β Description of the issue
4.2 We generally will be in touch within 24 hours to provide further assistanceΒ
4.3 If your return is approved, we will ask you if you would like a replacement or credit generally by the next business day.Β
4.4 You can either drop into our warehouse to swap the item for a new one or you can return by postage, customers are responsible for return shipping costs unless the return is due to an error on our part (eg wrong item shipped)
β Order Number or Order Name
β Date of order
β A photo/video of the item/s and packaging with the issue if its damaged or faulty
β Description of the issue
4.2 We generally will be in touch within 24 hours to provide further assistanceΒ
4.3 If your return is approved, we will ask you if you would like a replacement or credit generally by the next business day.Β
4.4 You can either drop into our warehouse to swap the item for a new one or you can return by postage, customers are responsible for return shipping costs unless the return is due to an error on our part (eg wrong item shipped)
5. Change of Mind
5.1 If the item is approved to be in a re-salable condition, a credit will be added to your account less 20% restocking fee
6. Policy Changes
6.1 We reserve the right to modify this Return Policy at any time. Any changes will be effective immediately upon posting on our website. Please check the website periodically for updates
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Contact Us
If you have any questions about our return policy