Refund policy
RETURN POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. We’ll also need the receipt or proof of purchase. Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return.
Any returns are at your own risk. For your protection, We recommend that you return your items either by courier or by tracked post. You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation. This applies to all items that are returned.
You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective.
To start a return, you can contact us at support@shiningthing.com. Please note that returns must be sent back to the factory directly; The package and products cannot be returned to stores. Items with package sent back to us without first requesting a return will not be accepted. If your return is accepted, we’ll send you instructions on how and where to send your package. (To obtain the designated factory address, please contact us.)
Once we receive your returned items, we will examine the returned items and notify you of your refund or replacement by email within a reasonable time.
Damages and Defectives
Please inspect your package and products upon reception and contact us immediately if the item is defective, damaged. In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:
Tier 1: within 30 days of receiving the defective item, you can choose to receive either:
- a replacement; or
- a full refund.
Tier 2: if more than 30 days have passed after you received the goods, you can claim a replacement of the defective item (but not a refund).
Tier 3 if the replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:
- keep the defective item and claim a price reduction (the amount of the price reduction will be determined by us depending on what is reasonable in the circumstances); or
- return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).
If you think you have received a defective item, please return the items back to us including details where possible of:
- Your Order Number
- Product Code/Product Name
- Details of the fault
- Whether you would prefer a refund or replacement
Returning items that have been sent out incorrectly
Please return to the Returns Address and clearly state the reason for return is that it has been sent out incorrectly and whether you require a refund or exchange. We are only able to exchange items for the same product.
Non-refundable / Non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items).
Unless they are defective, faulty or damaged, you may not cancel or return any of the following items:
- Personalized or customized items (including but not limited to: made-to-measure/order goods e.g. engraved wallet, handmade crystal braided purse handbag);
- Any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: e.g. pierced earrings);
- On sale items or gift cards
Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
REFUND POLICY
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@shiningthing.com.
We will refund you (or will arrange a refund on our behalf) in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.
If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. We will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be refunded to you.
You will be refunded using the same payment method originally used to purchase the returned item(s) (unless you have expressly agreed otherwise). If you cannot be refunded using the original payment method then a cheque will be raised to the address on the order.
Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) we received back.