Returns & Cancellations

Cancel or change an order

Email office@sheiq.co as soon as possible with your order number and the change you need. We will try to stop an order that has not shipped, but fulfillment may already be underway. A cancellation is confirmed only when we tell you it has been processed.

If we cancel before dispatch, we will refund the amount charged for the canceled items and any shipping charge that no longer applies. If the order has shipped, the return process below applies, subject to your legal rights.

Change-of-mind returns

You may request a return of an unopened, unused product within 30 days after delivery. Contact us with your order number or another reasonable proof of purchase.

Opened or used products are not eligible for a discretionary change-of-mind return. This does not exclude a remedy for a faulty, damaged, incorrect or misdescribed product.

How to start a return

1. Email office@sheiq.co with your order number, the item and the reason for the request.
2. We will send instructions and the correct return destination. Please wait for these instructions before sending a package. The business mailing address is not a confirmed product-return address.
3. Package an authorized return securely and keep the shipping receipt and tracking information.

[Confirm the return processor, return address and deadline for sending an authorized return. The earlier 14-day send-back period remains a proposal.]

Return postage and refunds

[Confirm postage and fee terms: the proposed approach is that the customer pays change-of-mind return postage, original outbound shipping is not refunded for those returns unless required by law, and no restocking fee is charged. These operational terms are not yet confirmed.]

If we sent the wrong item or the product arrived defective or damaged, we will arrange an appropriate remedy without charging you the necessary return postage.

After receiving an eligible return, we will inspect it and notify you of the outcome. Approved refunds will be issued to the original payment method; your bank may need additional time to post them. We will explain a refusal or adjustment.

[Confirm the refund processing timeline with the payment and fulfillment providers. The earlier target of 10 business days after receipt remains a proposal.] Shorter deadlines imposed by law take priority. Refunds for canceled or delayed unshipped orders follow the applicable legal deadlines and are not held until a return inspection.

Damaged items, incorrect orders or product concerns

Contact us promptly if an item is damaged, leaking, defective or incorrect. Keep the packaging if reasonably possible and include clear photographs when available; we will consider other reasonable evidence if photographs are not available. A delay in reporting does not automatically remove a right provided by law.

If you experience irritation or another unexpected reaction, stop using the product and contact a healthcare professional as appropriate. Let us know the product name, lot number if available, and your order details so we can investigate. Our unopened-item rule does not decide whether you have a remedy for a product defect or another legal claim.

Amazon and other marketplace orders

For a purchase made through Amazon or another marketplace, begin with the order page on that platform. Its return process may differ from the policy for direct sheiq.co purchases. Contact us if you need help identifying the seller or reporting a product concern.

These terms supplement your consumer rights and do not limit remedies that cannot lawfully be excluded. See our Terms of Sale for related order information.