Refund policy
THE SHARVAE – Skincare Return & Refund Policy
At THE SHARVAE, we are committed to delivering high‑performance, medical‑grade skincare with the highest standards of hygiene, safety, and freshness. Due to the personal‑care nature of our products, we maintain strict but fair return and refund guidelines outlined below.
1. Damaged or Defective Items (THE SHARVAE Quality Assurance)
If your order arrives with a manufacturing defect or is damaged during transit, we will address the issue promptly.
Action Required:
Please contact us at sharvae.shop@gmail.com within 48 hours of delivery (or as soon as reasonably possible).
Documentation:
Include your order number along with clear photographs and/or video evidence showing the issue.
Courier Integrity:
If the external shipping carton appears damaged upon arrival, please record photos and a video of the unopened package before opening it. This helps us efficiently process courier claims.
Resolution:
Once verified, we will issue either a priority replacement or a full refund to the original payment method, depending on the situation.
2. Change‑of‑Mind Returns (Unopened Products Only)
Our skincare products are produced in small batches and sealed for personal use to ensure freshness and hygienic integrity. For this reason, we accept change‑of‑mind returns only under the following conditions:
Eligibility:
• Products must be completely unused, unopened, and in original tamper‑evident / vacuum‑sealed packaging.
Request Window:
• Return authorization must be requested within 7 days of receiving your order.
Authorization Process:
• Please contact our support team to request return approval. Once authorized, you will receive the return address for our international fulfillment center in Vancouver, Canada.
Return Shipping:
• Customers are responsible for all return shipping costs for change‑of‑mind returns.
• We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.
3. Return Processing & Fees
Processing Fee:
• A flat $3.00 USD processing fee applies to all approved change‑of‑mind returns only. This fee will be deducted from the final refund to cover inspection and restocking.
Inspection & Approval:
• Once received, returned items are inspected to confirm seals are intact and packaging remains unused.
Refund Timeline:
• Approved refunds are processed within 5–10 business days to the original payment method.
4. Exchanges
To ensure every customer receives the freshest possible batch, we do not offer direct exchanges.
If you wish to purchase a different product, please complete the return process (if eligible) and place a new order at your convenience.
5. Final Sale & Hygiene Policy
For the safety of our customers and the integrity of our formulations:
• Any product that has been opened, tested, used, or has a broken security seal is strictly non‑returnable and non‑refundable.
• Refunds are not provided for personal skin sensitivities, allergic reactions, or dissatisfaction with scent or texture once a product has been opened.
• Full ingredient lists are provided to help customers make informed decisions prior to purchase.
6. Delivery Accuracy & Undeliverable Shipments
Accurate delivery information is essential for successful order fulfillment.
Customer Responsibility:
• Customers are responsible for ensuring all shipping details are complete and correct at checkout.
Undeliverable or Returned Packages:
• If an order is returned to us due to an incorrect address, failed delivery attempts, or an unclaimed parcel, original shipping fees are non‑refundable.
Refunds for Returned Orders:
• Once the package is received back at our warehouse in unused condition, we may issue a refund for the product value minus original shipping and handling costs, or offer store credit, at our discretion.
Reshipping:
• Reshipment can be arranged once the package is received back by our warehouse.
• Customers are responsible for the standard shipping fee plus a $3.00 USD warehouse handling fee for reshipment.
Please ensure all shipping details are entered carefully to avoid delays or additional charges.
7. Policy Acceptance
By placing an order with THE SHARVAE, you acknowledge and agree to this Return & Refund Policy. This policy is designed to balance customer care, product safety, and the integrity of our skincare formulations.
For any questions, please contact us at sharvae.shop@gmail.com.