Refund policy

Return, Exchange & Refund Policy

At Sheen Official, we care about your satisfaction and want you to have the best shopping experience. If you receive a damaged, defective, incorrect, or incomplete order, we are here to help.

1. Return & Exchange Window

  • Customers must contact us within 3 days of receiving their parcel to report any issue.

  • Requests made after 3 days may not be accepted, except where applicable law requires otherwise.

  • All return or exchange requests must be approved by our customer support team before sending any item back.

2. Damaged or Incorrect Items

If you receive a damaged, defective, incorrect, or incomplete item, please contact us within 3 days of delivery.

  • Share your order number and clear photos or a video showing the issue.

  • After verification, we will offer an eligible exchange, replacement, or refund.

  • Sheen Official will cover the return shipping cost for verified damaged or incorrect items.

3. Exchange Policy

Exchanges may be accepted for eligible items if the issue is reported within 3 days of delivery and the requested replacement is available.

Items must be unused, unwashed, unaltered, and returned with their original packaging and tags, where applicable.

4. Refund Policy

Refunds are available for verified damaged, defective, incorrect, or incomplete orders when an exchange or replacement is not suitable or available.

  • Returned items must be inspected and approved before a refund is processed.

  • For Cash on Delivery (COD) orders, approved refunds will be arranged through a mutually agreed bank account or supported digital payment method.

  • Refund processing time may vary depending on the payment method.

5. Items Not Eligible for Return or Exchange

For reasons other than a verified product or order issue, we do not accept returns or exchanges for:

  • Items that have been worn, washed, stained, altered, or damaged after delivery.

  • Unstitched fabric that has been cut, altered, or used.

  • Items returned without prior approval.

  • Change of mind or personal preference, such as a colour looking different in person.

These exclusions do not limit any rights customers may have under applicable law.

6. Return Shipping

  • For verified damaged, defective, incorrect, or incomplete orders, Sheen Official will cover the return shipping cost.

  • For any other exchange approved at our discretion, the customer may be responsible for return and replacement delivery charges.

7. How to Request a Return or Exchange

Please contact us within 3 days of delivery with:

  • Your order number

  • A description of the issue

  • Clear photos or a video of the item and its packaging

Contact: @sheen._.official

Our team will review your request and guide you through the next steps.

Thank you for shopping with Sheen Official!