Refunds Policy

We strive to process refunds promptly and fairly. Our refunds policy is designed to ensure clarity and transparency for our customers. Please read the following details to understand our refunds policy and procedures.

Change of Mind Refunds

  • Eligibility: Refunds for change of mind are allowed within 30 days of purchase, provided the items are unused and not unboxed.
  • Condition: Items must be returned in their original packaging, with all seals intact and no signs of use.
  • Process: To initiate a refund, please contact our customer support team at [email protected] with your order details. Our team will guide you through the refund process and provide instructions for returning the item.

Restocking Fee

  • Heavy-Duty Equipment: Returns and refunds for heavy-duty equipment may be subject to a 25% restocking charge. This fee covers the costs associated with restocking and handling these large items.
  • Process: Details regarding the restocking fee will be communicated at the point of sale. Please ensure you are aware of these charges before completing your purchase.

Terms and Conditions

  • Specific Terms: Specific terms and conditions related to refunds will be considered and negotiated at the point of sale or time of purchase. These terms will cover aspects such as eligibility, restocking fees, and other relevant details.
  • Transparency: Our aim is to ensure that all terms and conditions are clearly communicated and agreed upon at the time of purchase to avoid any misunderstandings.

Ineligibility for Refunds

  • Heavy-Duty Equipment: Some heavy-duty equipment is not eligible for refunds. These items are eligible for a free warranty call-out and repair service if used and unboxed. This policy ensures that any issues with heavy-duty equipment are resolved through repair rather than refund.

General Refund Instructions

  • Contact Customer Support: For all refund requests, please reach out to our customer support team at [email protected] to initiate the process. Provide your order number, details of the item, and the reason for the refund request.
  • Return Authorization: Our team will provide you with a return authorization and detailed instructions on how to return the item for a refund.
  • Inspection and Processing: Once we receive and inspect the returned items, we will process the refund. Refunds will be issued to the original payment method and may take several business days to reflect in your account.

Important Notes

  • Policy Agreement: By shopping with SHS Online, you agree to the terms and conditions outlined in this refunds policy.
  • Policy Updates: We reserve the right to update or change our policies at any time without prior notice. Customers are encouraged to review our policies periodically to stay informed of any changes.

Contact Information

For any questions or assistance regarding our refunds policy, please contact us at:

Email: [email protected]

Our team is here to help and ensure your refund process is as smooth and efficient as possible. Thank you for choosing Shannon Hotel Supplies Ltd.