Refund policy

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At Shanz, we want you to be happy with your purchase. We accept returns for products that are found to have a manufacturing defect or fault, as well as products received in an incorrect size.

All returns must meet the return conditions and requirements outlined below.

Eligible Returns

You may request a return if:

  • The product has a manufacturing defect or fault.

  • You received a size different from the size you ordered.

We do not accept returns for change of mind, incorrect choice of style or color, or products that have been worn, washed, altered, damaged, or used after delivery.

Return Conditions

To be eligible for a return:

  • You must contact us within 2Β days of receiving your order.

  • The product must be unused, unworn, and unwashed.

  • The product must be returned in its original condition.

  • Original tags, labels, packaging, and accessories must be included where applicable.

  • The product must not have been altered, repaired, or damaged after delivery.

  • You may be required to provide photographs or videos showing the defect or incorrect size.

Shanz reserves the right to inspect the returned product before approving a return or refund.

Manufacturing Defects or Faults

If you believe your product has a manufacturing defect or fault, please contact us within the applicable return period.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or videos showing the defect

  • Any other information reasonably requested by Shanz

If the issue is confirmed to be a manufacturing defect or fault, the return may be approved in accordance with this policy.

Customers are responsible for all return shipping costs. Shanz does not cover return shipping costs.

Incorrect Size Received

If you receive a size different from the size you ordered, please contact us within 2Β days of delivery.

After verification, the return may be approved, subject to the return conditions in this policy.

Customers are responsible for all return shipping costs. Shanz does not cover return shipping costs.

If the correct size is unavailable, a refund may be offered in accordance with this policy.

Return Shipping Costs

All return shipping costs are the responsibility of the customer.

Shanz does not provide prepaid return labels and does not reimburse return shipping charges.

Customers are responsible for ensuring that returned products reach Shanz safely and in accordance with the return instructions provided.

Customs Duties, Taxes and Other Charges

For international orders, customers are responsible for any customs duties, import taxes, VAT, customs clearance charges, brokerage fees, or other charges imposed by the destination country.

Shanz does not pay or reimburse customs duties, taxes, or other import-related charges.

These charges are the responsibility of the customer and are separate from the product price and shipping charges paid to Shanz.

If an international shipment is refused or returned because the customer does not pay applicable customs duties, taxes, or other import charges, the customer remains responsible for any return shipping, customs, or related charges incurred.

Items That Are Not Eligible for Return

Returns may not be accepted if the product:

  • Has been worn or used

  • Has been washed or dry-cleaned

  • Has been altered or tailored

  • Has been damaged after delivery

  • Has stains, makeup, perfume, odors, or other signs of use

  • Is missing original tags or packaging where applicable

  • Is returned outside the applicable return period

  • Does not meet the return conditions described in this policy

Refunds

Once we receive and inspect the returned product, we will notify you whether your return has been approved.

If the return is approved, the refund will be processed to the original payment method where possible.

The time required for the refund to appear in your account depends on your payment provider or bank.

Return shipping charges, customs duties, taxes, and other applicable charges are non-refundable.

Exchanges

Where applicable, exchanges are subject to product and size availability.

Customers are responsible for the shipping costs associated with returning the original product and receiving a replacement.

If the requested replacement is unavailable, Shanz may offer a refund in accordance with this policy.

International Returns

Shanz offers worldwide shipping. Customers returning products from outside the UAE are responsible for all costs associated with returning the product, including shipping charges, customs duties, taxes, clearance fees, and other applicable charges.

Shanz does not reimburse these costs.

How to Request a Return

To request a return, contact us at:

Email: Contact@shanz.ae

Please include:

  • Order number

  • Customer name

  • Product name

  • Reason for the return

  • Photos or videos where applicable

Do not send a product back without first contacting Shanz and receiving return instructions.

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