Refund, Resend Policy
Shehzi Creations offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please send the video.
b. Screenshot of the e-mail or dispute received including name, date, and content. In other words, a customer has to send the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
We do not offer returns or exchanges due to the high international shipping costs.
Except for the important interpretation, [Shehzi Creations] will make a Refund, Resend for any of the following cases:
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired after 60 days counting from the date that order departed from our partner warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it is after 45 days counting from the date that the order departed from our partner warehouse.
b. For Brazil, it is after 110 days counting from the date that the order departed from our partner warehouse due to the strict customs clearance in Brazil.
c. In some cases (particularly shipping methods) to all counties, [Shehzi Creations] will deal with your dispute for delayed orders after 100 days counting from the date that order departed from our partner warehouse.
Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and made it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for the customer to contact the local post office or go to the post office for delivery.
2. Orders not Received.
[Shehzi Creations] will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If the customer does not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking Information Alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient Address.
b) No Such Number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, The customer needs to pick up the package by themselves. Otherwise, the product will be returned to the sender, our partner logistics company. During the return, [Shehzi Creations] takes no responsibility if products have been lost.
b. [Shehzi Creations] cannot offer a refund or resend if the package is destroyed by logistics companies.
3. Products Damaged.
[Shehzi Creations] offers refund or a resend if packages arrived are badly or partially damaged.
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, [Shehzi Creations] cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, the customer shall send us the complaint within 3 days after packages are delivered.
d. For electronic products, the customer shall complain within 7 days after packages are delivered.
e. For service products, [Shehzi Creations] refunds you the cost of the product (exceptions are there).
4. Incorrect or Missing Products.
[Shehzi Creations] has a strict quality control process before products are dispatched. [Shehzi Creations] will deal with incorrect or missing products as follows:
a. For incorrect products, [Shehzi Creations] offers a full refund or replacement.
b. For products with the wrong color, size which doesn’t affect product function, etc., [Shehzi Creations] offers a refund or resend if the customer provides a screenshot that includes name, content, and date.
c. For parts missing which doesn’t affect product function, [Shehzi Creations] may refund partially or resend the missing part; for parts missing that affect product function, [Shehzi Creations] will resend the product only.
d. For accessories, [Shehzi Creations] will resend the accessories.
Notes:
For the size problem, [Shehzi Creations] will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our dispute team will deal with your disputes quickly
5. Orders Cancellation.
For order cancellation, [Shehzi Creations] offers a full refund before products are processed by warehouses.
Important Interpretation
1. Deadline of Opening Dispute.
Your dispute cannot be resolved when tracking information from a third party is untraceable.
2. Force Majeure.
[Shehzi Creations] takes no responsibility for any product damage or shipping delay caused by the act of God, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, [Shehzi Creations] will try to notify you by Email in certain situations.
3. Destination Limits.
Due to limited international transportation, [Shehzi Creations] will not accept any disputes when your orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.
4. Return.
We do not offer return/exchange of the product. We rather offer a Refund/Resend if your issue comes in “Acceptable Disputes” below.
Resend means if your issue comes in “Acceptable Disputes” then we will deliver the new unit of the same product once again to you without returning the one that you already have and have issues with. Means you can keep the previous product and we will redeliver a new one to you without any extra costs to you!
5. Unacceptable Disputes.
[Shehzi Creations] shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
