SHUAFAY Refunds & Returns Policy

An eligible standard, non-custom product may be returned when the customer submits the return request within 14 calendar days after delivery.

To qualify under SHUAFAY’s standard change-of-mind return policy, the product should:

• Be unused and unworn beyond reasonable inspection.
• Remain unwashed, unaltered and unrepaired.
• Remain free from odour, stains and contamination.
• Include the original tags and labels.
• Include packaging, accessories and supplied components.
• Include proof of purchase or the order number.
• Be packed securely and returned through the instructions issued by SHUAFAY.

Reasonable inspection means handling the product only to the extent normally required to examine its nature, characteristics and fit. Outdoor use, riding, prolonged wear, removal of protective films or exposure to odours may exceed reasonable inspection.

Where mandatory local law provides a longer period or additional protection, that mandatory right applies.

The following products are generally not eligible for a normal change-of-mind return where the exclusion is permitted by applicable law:

• Made-to-order products.
• Custom-sized or made-to-measure products.
• Personalised, monogrammed or engraved products.
• Bespoke products manufactured to an individual brief.
• Products materially altered at the customer’s request.
• Products clearly marked Final Sale before purchase.
• Sealed hygiene-sensitive products after the seal has been opened, where applicable.
• Digital products or completed digital deliverables after supply has begun with the required authorization.
• Gift cards, Wallet promotional balances and non-cash bonus credits, subject to their specific terms.
• Products showing wear, impact damage, modification, contamination or misuse not caused by SHUAFAY.

A discounted or sale product is not automatically deprived of rights merely because its price was reduced. Products marked Final Sale remain subject to mandatory rights for verified faults, incorrect supply or misdescription.

Product-specific terms displayed before purchase may identify additional valid restrictions.

A made-to-order, custom-sized, personalised or bespoke product is produced specifically for the individual customer and is generally not eligible for a change-of-mind return.

Measurements, fit preferences, materials, colours, hardware, personalisation and other approved specifications become binding once production begins.

Where a customer supplied an incorrect measurement or selected an unsuitable fit, SHUAFAY may review possible adjustment, alteration or remake options. Additional material, labour and shipping charges may apply.

Where SHUAFAY manufactured the product materially outside the confirmed measurements or approved specifications, the matter will be assessed as a production concern rather than a normal change-of-mind return.

Depending on the verified issue, the available resolution may include:

• Repair or adjustment.
• Replacement or remake.
• Store credit where voluntarily agreed.
• Price reduction where appropriate.
• Refund where required or justified.

Review the Custom Clothing and Made-to-Order Policy and Custom Sizing Policy .

Contact SHUAFAY promptly when an order arrives:

• Visibly damaged during transit.
• With a suspected manufacturing defect.
• Materially different from the confirmed order.
• In the wrong colour, size or variation.
• With a missing product, component or accessory.

Visible delivery problems should be reported within 48 hours where reasonably practical so that courier evidence and packaging condition can be preserved. Failure to report within 48 hours does not remove a mandatory consumer right that continues to apply.

Include:

• The order number.
• A clear explanation of the issue.
• Full-product photographs.
• Close-up photographs of the concern.
• Images of packaging and the shipping label.
• A short video where movement or function is relevant.

Keep the product, tags, packaging and supplied components unchanged until SHUAFAY provides instructions.

After verification, SHUAFAY may offer the remedy appropriate to the issue and applicable law, including repair, replacement, remake, price reduction, return-cost reimbursement or refund.

Submit the return request through the SHUAFAY Contact page .

Provide:

• Your name and the order email address.
• The order number.
• The product name and variation.
• The reason for the request.
• The condition of the product and packaging.
• Photographs or video where relevant.
• Your preferred resolution.

SHUAFAY will review the request and provide the applicable return reference, destination, packaging guidance and next steps.

Parcels sent to an unconfirmed address may be delayed, refused, misrouted or returned to the sender. Requiring correct routing does not remove a mandatory right, but customers should contact SHUAFAY first to avoid avoidable loss or expense.

Depending on the destination, product, issue and current operational availability, SHUAFAY may route an approved return to a designated facility in:

• Germany.
• The United Kingdom.
• Australia.
• Pakistan.

These are routing regions, not general public return addresses. Do not ship a parcel until SHUAFAY confirms the exact address for the individual case.

For an ordinary change-of-mind return, the customer is normally responsible for return shipping unless SHUAFAY confirms otherwise or applicable law requires a different result.

Where the return is caused by a verified SHUAFAY error, incorrect product, qualifying defect or transit issue, SHUAFAY may provide a label, arrange collection or reimburse reasonable approved return costs.

Use a reliable, trackable and appropriately insured courier. The customer remains responsible for safe packaging and for following the provided customs description and routing instructions.

Do not declare a returned product as a new commercial sale where it is being returned to the seller. Incorrect customs declarations can create duties, delays or rejection.

After the parcel reaches the designated facility, SHUAFAY normally completes the initial inspection within 3–5 business days.

The inspection may review:

• Product identity and variation.
• Wear, odour, staining or contamination.
• Tags, packaging and accessories.
• Alterations, repairs or modifications.
• Material, stitching, hardware and construction.
• Reported damage or manufacturing concern.
• Consistency with the supplied evidence.

A standard return may be refused where the product no longer meets the eligibility conditions.

Where permitted by law, a reasonable deduction may be made for diminished value caused by handling beyond what was necessary to inspect the product, or for missing components, packaging or accessories.

Normal opening of packaging and reasonable fitting or inspection should not automatically be treated as product damage.

Where a returned product requires technical, manufacturing or courier assessment, the review may take longer. SHUAFAY will provide an update where additional investigation is required.

After the return is received, inspected and approved, SHUAFAY aims to issue the refund within 7–14 business days. A shorter mandatory legal deadline takes priority where it applies.

The refund is normally issued to the original payment method.

Where an order used more than one payment source:

• The card or bank-funded portion may be returned to the original payment method.
• The redeemed Wallet-funded portion may be returned to the Wallet.
• Promotional Wallet credit may be reversed, expired or recalculated rather than converted to cash.
• Discounts and bonuses may be recalculated after a partial return.

Payment providers and banks may require additional time after SHUAFAY submits the refund. The final posting time is controlled by the relevant provider.

Original premium or expedited delivery charges are not normally refundable for a voluntary return. Where mandatory law applies, the refundable standard delivery amount will be handled accordingly.

Customs duties, import taxes and brokerage charges paid directly to authorities or couriers may require a separate reclaim through the destination authority and are not automatically controlled by SHUAFAY.

Review the SHUAFAY Wallet Policy for Wallet-specific treatment.

SHUAFAY does not guarantee a standard direct exchange service for every product or destination.

For an eligible change of size or colour, the customer may be asked to:

1. Return the original eligible product.
2. Wait for inspection and refund approval.
3. Place a new order for the preferred option.

Stock, colour, leather batch and production availability cannot be guaranteed while the original return is in transit.

Where SHUAFAY supplied an incorrect or qualifying defective product, an approved replacement may be arranged after evidence review or after the original product is received.

Custom-sized products are not exchanged for a different size as normal stock. A verified fit or production concern will be reviewed under the custom-product process.

For an order identified as a gift, SHUAFAY may require the purchaser’s order information before processing the request.

Unless another arrangement is confirmed, an approved monetary refund is normally issued to the original purchaser and original payment method.

Store credit may be considered for an eligible gift return where appropriate and voluntarily agreed.

This policy applies to products purchased directly from SHUAFAY. A product purchased through Amazon, another marketplace, retailer, dealer or business partner may be subject to that seller’s return process.

Where a marketplace listing identifies SHUAFAY as the seller, follow the marketplace return route first so that the order remains connected to its transaction record.

SHUAFAY may investigate and take proportionate action where there is reasonable evidence of:

• Repeated or organized return abuse.
• Wardrobing or prolonged product use.
• Substitution of a different product.
• False damage or non-delivery claims.
• Manipulated photographs or documents.
• Removal of product identifiers.
• Unauthorised repairs or deliberate damage.
• Payment fraud or chargeback abuse.

SHUAFAY may request additional evidence, restrict voluntary return privileges, refuse an ineligible return or take other lawful action.

This section does not permit SHUAFAY to refuse a legitimate mandatory remedy merely because a customer previously made another return.

Do not arrange an alteration, repair or cleaning while a return, defect or warranty case is under review unless SHUAFAY provides written approval.

This policy should be read with:

• The relevant product page and size chart.
• The SHUAFAY Terms and Conditions .
• The Shipping and Delivery Policy .
• The Warranty Policy .
• The Custom Clothing and Made-to-Order Policy .
• Any written quotation, specification or product-specific agreement.

Where a mandatory consumer law provides greater protection than a commercial policy term, the mandatory legal protection applies.

SHUAFAY may update this policy to reflect changes in services, logistics, payment methods, return facilities or applicable requirements. The version published when the order was placed and any mandatory rights will be considered where relevant.

For a return, refund, delivery or order issue, use the SHUAFAY Contact page .