SHUAFAY Refunds & Returns Policy
Last updated: 22-12-2025
At SHUAFAY, every product is crafted with precision, premium materials, and a factory-direct luxury approach. Our Refunds & Returns Policy is designed to be transparent, fair, and aligned with the realities of luxury, Made-to-Order, and customized production.
Please read this policy carefully before placing an order.
1. Returns Eligibility Overview
Eligible items may be returned within 14 days of delivery, subject to the conditions outlined below.
To qualify for a return:
The item must be unused, unworn, and unaltered
The item must be in original condition
All original packaging, tags, dust bags, labels, and accessories must be included
Proof of purchase (order number or receipt) is required
Items that do not meet these conditions may be refused or approved for a partial refund at SHUAFAY’s discretion after inspection.
2. Non-Returnable & Final Sale Items
Due to the nature of luxury production, hygiene standards, and customization, the following items are non-returnable and non-refundable:
Made-to-Order (MTO) products
Custom-sized, personalized, or bespoke items
Sale, clearance, or discounted items
Wallet credits, bonus balances, or promotional credits
Gift cards or digital products
Hygiene-sensitive items (including underwear, swimwear without hygiene seals, masks)
Any item showing signs of wear, use, alteration, damage, or misuse not caused by SHUAFAY
These exclusions protect product integrity and ensure fairness across all customers.
3. Made-to-Order & Custom Products (Important)
SHUAFAY specializes in Made-to-Order luxury garments and leather goods, crafted specifically for each customer.
For this reason:
Made-to-Order items cannot be returned or refunded
Measurements, sizing confirmations, and specifications are final once production begins
If a Made-to-Order item arrives with a manufacturing defect or incorrect specification, SHUAFAY may offer, after review:
Repair
Replacement
Store credit (where applicable)
All Made-to-Order concerns must be reported within 48 hours of delivery, along with clear evidence.
4. Damaged, Defective, or Incorrect Items
If you receive an item that is:
Damaged during transit
Defective
Incorrectly supplied
Please contact SHUAFAY within 48 hours of delivery, providing:
Order number
Clear photos or videos of the issue
Images of original packaging
Once verified, SHUAFAY will determine the appropriate resolution, which may include:
Replacement
Repair
Refund (only in rare and justified cases)
5. How to Initiate a Return
To initiate a return:
Contact SHUAFAY Support
Reach out via email or WhatsApp to request a return.
Receive Return Instructions
Our team will provide the nearest return facility address along with packaging and shipping guidelines.
Prepare Your Return Package
Securely pack the item in its original packaging with all tags, labels, and accessories intact.
Ship Your Return
Send the package using a reliable, trackable courier service and retain your tracking details.
Returns sent without prior approval may not be accepted.
6. Global & Local Returns Network
To reduce shipping time and costs, SHUAFAY operates return facilities in:
Germany
United Kingdom
Australia
Pakistan (Head Office)
Customers may return items to the nearest designated facility or directly to Pakistan, as advised by our support team.
7. Return Shipping Costs
Return shipping costs are the customer’s responsibility
Shipping, customs duties, and taxes are non-refundable, unless the return is due to a SHUAFAY error
SHUAFAY is not responsible for items lost or damaged during return transit
We strongly recommend using insured and trackable shipping services.
8. Processing Timeframes
Transit Time: Return shipments may take up to 30 business days to reach our facility, depending on location and courier
Inspection & Processing: Once received, returns are inspected and processed within 3–5 business days
Refund Timeline: Approved refunds are issued within 7–14 business days to the original payment method
Banks and payment providers may require additional time to reflect refunded amounts.
9. Refund Method
Refunds are issued to the original payment method
Wallet credits, bonuses, or promotional balances are non-refundable
Original shipping charges are not refunded unless the error is ours
10. Partial Refunds (If Applicable)
Partial refunds may be issued for:
Items returned with missing packaging or accessories
Minor handling marks
Late returns beyond the 14-day window
Missing tags or labels
All decisions are made after inspection by SHUAFAY’s quality team.
11. Exchanges
SHUAFAY does not offer standard exchanges.
If an item is defective or incorrect, an approved replacement may be shipped once the original item is received and verified.
12. Gift Orders
Items marked as gifts and shipped directly to recipients may receive store credit for approved returns
If the order was not marked as a gift, refunds are issued to the original purchaser
13. Abuse & Policy Enforcement
SHUAFAY reserves the right to:
Refuse returns that show signs of abuse or misuse
Limit or block repeated return abuse
Decline refunds for violations of this policy
This ensures fairness and protects our craftsmanship standards.
14. Contact & Support
For all refund, return, or order-related inquiries:
Email us or Contact Us:
Contact Us
Our support team operates with discretion, professionalism, and respect for every customer.
Final Note
SHUAFAY operates as a factory-direct luxury brand, enabling exceptional craftsmanship, customization, and value. This policy ensures transparency while preserving the integrity of bespoke and premium products.
Thank you for choosing SHUAFAY.
