Refund policy

We take great care to ensure all orders are checked and securely packaged before dispatch. However, if something isn’t right, we’re here to help.

Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us as soon as possible via our Contact Us page or by email.
Please include a clear photo of the damage taken upon opening the parcel so we can resolve the issue quickly.

Under UK consumer law, faulty or damaged items are eligible for a refund or replacement.

Change of Mind Returns

If you’ve changed your mind, you can return your order within 14 days of receiving it, in line with UK Consumer Contracts Regulations.

To be eligible for a change-of-mind return:

  • Items must be unused, unopened, and in their original packaging

  • All seals, labels, and packaging must be intact

Due to health and hygiene reasons, we cannot accept returns or issue refunds for items that have been:

  • Opened or used

  • Had tamper seals broken

This does not affect your rights if an item is faulty or damaged.

Missing Items

If anything is missing from your order, please let us know within 14 days of delivery, and we’ll sort it out for you.

Refunds

All returned items are inspected once received.
If approved, refunds will be processed to your original payment method.

Please note:

  • Original delivery charges are non-refundable (unless the item is faulty)

  • Customers are responsible for return postage costs for change-of-mind returns

Returning Your Items

Returned items remain the customer’s responsibility until they reach us.
Please ensure items are securely packaged and obtain proof of postage, in case your return needs to be tracked.

We reserve the right to refuse returns that do not meet the conditions outlined above.

📧 Contact us: info@sheacoco.co.uk